Chad Waddell

Thank you so much for taking the time to look over my resume. I feel blessed to have gained over a decade of experience in resolving issues and building client relationships through active listening and empathy, adept at utilizing software tools and exceeding call center metrics.

Member Support - Omni Interactions United Healthcare/WellCare

(2024-07)

• Identifying members who may benefit from other Care Management activities and referring them as needed.
• Provided members with access to an online resource center to help simplify work and support medical benefits administration.
• Responding to member's inquiries and issues with their benefits.
• Educating members on health care topics.
• Assisting members with appointment scheduling.
• Helping members navigate UnitedHealth Group websites.
• Research complex issues and working with supportive resources.
• Answering questions about program features, including insurance coverage, billing, and application status.
• Processing manual applications to match coverage to applicants.
• Paying close attention to detail.
• Assisted members with placing orders for over the counter medicines, vitamins, and healthy foods.

Customer Support Team Member - Shipt under Liveops

(2022)

• My interactions were through phone calls, emails, and chats with customers, shoppers, and retail employees.
• I would release, cancel, and reschedule job orders out of the request from the Shipt shopper or customer.
• I was always on the call of duty to help identify any necessary information that needed to be addressed with the customers, shoppers, and retail employees.
• Recorded any complaints from customers that he or she had about a shopper.
• Credit any refunds that need to be made for the customer.
• Help assist shoppers if they are having trouble locating a delivery address or store location.
• There were times I had to help with the shopper with a processing error problem at the store checkout.
• Always alert to take whatever types of calls, emails, and chats were coming in.
• No matter how complicated the situation.

Customer Service Specialist - Evine, HSN, Nordstrom, and Teleflora

(2011-10 - 2024-05)

• Answering or making calls to customers to learn about and address their needs, complaints, or other issues with products or services.
• During phone calls I would always respond efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
• Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients as needed.
• Building lasting relationships with clients and other call center team members based on trust and reliability.
• Utilizing software, databases, scripts, and tools appropriately.
• Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.
• Making sales or recommendations for products or services that may better suit the client needs.
• Taking part in training and other learning opportunities to expand knowledge of company and position.
• Adhering to all company policies and procedures.

Outbound Survey Caller

(2021-05 - 2024-06)

• Conduct outbound calls
• Follow scripts
• Record data accurately
• Maintain professionalism
• Meet performance targets
• Ensure confidentiality
• Overcome objections
• Manage time effectively

Bachelor of Science - Psychology - Gardner-Webb University (2001-08)

High School Diploma - Ashe Central High School (1994-06)