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
