ADVOCATE Summary In-depth knowledge taking orders, compute charges, administer billing payments. Hands-on experience reviewing, updating making changes customer accounts. Track record listening responding customers' needs concerns. Able handle returns complaints effectively. Demonstrated ability record details client contacts service history. Proven ability determine answers solutions quickly. Special talent handling irate angry customers. Proven written oral communication skills Proficient managing business correspondence Ability organize personal work priorities Knowledge filing updating records Ability work independently part team Excellent organizational skills Expert handling office equipment Internet savvy proven expertise using MS Office applications Excellent customer service orientation Special talent researching analyzing data effectively Exceptional attention detail proven interpersonal skills Skills Microsoft Word Microsoft Office Microsoft Outlook Microsoft Power Point Microsoft Excel Mostly Microsoft Excel Microsoft Word Experience 10/2016 Current Advocate Company Name － City State Respond resolve first call, customer service inquires issues identifying topic type assistance caller needs benefits, eligibility claims, financial spending accounts correspondence. Help guide educate customers fundamentals benefits consumer-driven health care topics include managing health well-being selecting best benefit plan options, maximizing value health plan benefits choosing quality care provider Intervene care providers (doctor's offices) behalf customer assist appointment scheduling connections internal specialists assistance needed Assist customers navigating myuhc.com UnitedHealth Group websites encourage reassure become self-sufficient Own problem resolution behalf customer real time comprehensive timely follow-up member Research complex issues across multiple databases work support resources resolve customer issues and/or partner others resolve escalated issues Provide education status previously submitted pre-authorizations pre-determination requests Meet performance goals established position areas of: efficiency, call quality, customer satisfaction, first call resolution attendance 06/2015 10/2016 CSR II Company Name － City State Received award excellent customer service Received "Year service Award" Received 5 year award Received employee month twice Brookdale Senior Living Received "Consultant Sales Award" Received employee recognition 6 months row along trophy excellence 6 trophies JP Morgan Chase. I Top Performer 2014. 10/2013 06/2015 Business Banker Company Name － City State As Business Banker I provided guidance assistance business owners managing accounts. I manage quality assurance, problem resolution, lot data entry. Worked lot numbers. I Peer Coach I help train, guide, motivate new hires. Responsible ensuring client experience world class interactions/issues resolved accurately expediently. Handle client email/phone call interactions maintenance nature retaining thorough knowledge Policies Procedures systems order assist client manage escalated issues. Use high level client service skills order defuse potentially difficult and/or upset customers complex issues. Took initiative create escalation issue cannot resolved within anticipated service level one creates risk exposure customer bank. Identify trends within escalated emails/issues lead improvement opportunities policies/procedures processes. Utilize time work efficiently meet exceed production goals outlined metrics scorecard. Consistently perform follow ensure customer satisfaction validate accuracy work. Was required assist department meeting exceeding SLA's handling functions volumes fluctuate. Research resolve complex client's issues working partnership partner groups. Types cases included fraud resolution, treasury solutions, complex account maintenance, internal relationship maintenance billing inquiries. Support field Business Relationship Managers successful servicing customers. Investigate electronic transactions successful resolution. Use multiple systems internal resources resolve issues. Increase customer satisfaction excellent communication follow up. Document issues record resolutions firm's system record. Acted independently within policy assist customers internal partners escalate cases policy preventing us delivering right client experience. Demonstrate sound decision making skills protect firm's interest providing superior customer experience. 04/2004 09/2013 Life Enrichment Coordinator/Marketing Coordinator Company Name － City State Designed creative exciting life enrichment program meet individual needs interests community. Plan monthly calendar community. Participated discharge planning members management team. Coordinated transportation, monitored budget, equipment, supplies Microsoft Excel. Provided guidance acted resource staff importance life enrichment. Ensured programs met state, federal, local regulations. Coordinate quarterly events community. Developed maintained contact community agencies supervise volunteers. Coordinated move-ins move-outs. Coordinated Welcome Committee. Lots Data Entry Microsoft Excel filing. Education Training 2018 Business Administration Human Resources Argosy University Business Administration Human Resources 2001 Paralegal Studies Penn Foster University Paralegal Studies 1997 Cosmetology College National Beauty College 1996 High School Diploma Business Cosmetology W.W. Samuell High School Business Cosmetology Skills adding machines, Balance, billing, bonds, budget, Business Administration, calculators, cashier, clerical, Coach, excellent communication, Consultant, client, customer satisfaction, excellent customer service, Data Entry, decision making, discharge planning, email, filing, financial, funds, Human Resource, managing, Microsoft Excel, exchange, mail, money, Microsoft Office, Microsoft Outlook, Microsoft Power Point, Microsoft Word, photography, Policies, problem resolution, processes, purchasing, quality assurance, receiving, maintain records, Research, Sales, SLA, sound, phone, transportation, treasury, type, typing, written