Customer Service Microsoft Office

Kylie Pierre

***** ***** ****** ***** *** #***

Houston, TX 77077

Home: 713-***-****

Mobile: 832-***-****

********@*****.***

CUSTOMER SERVICE PROFESSIONAL

Healthcare Operations/ Comprehensive Knowledge of Federal and State Healthcare Regulations and Customer Service Experience

SKILL SUMMARY

Results-driven professional with several years of experience in customer service with a unique combination of skills in leadership, team building, decision making, and problem solving while possessing a proven track record of improving organizational processes with the ability to motivate performance towards excellence. Areas of expertise also include:

Project Management

Operations Management

Health Education

Organizational Development

Human Resource Management

Facilitating Instruction

Training & Staff Development

Client Relationship Management

Program Evaluation

Assessment Training

Time and Resource Optimization

Work-Flow Analysis

Technical Proficiencies: Microsoft Office Applications (Word, Excel, PowerPoint, Access, Project, Outlook, and Visio), IEX, PASS, ETS, CAMS, Jabber, UNET, WAND, and WEBEX, PMC Tool, IssueView, SuperUser, Key Bank, PRIME, Advocate4Me Pilot Program, Billing, Collections, Intradiem (Pilot Program), Commitment Fulfillment Team, Maintaining Inventory, QuickBooks CRM, POS systems, Network Troubleshooting, AS400 softwares

CAREER PROGRESSION

BENEFIT ADVOCATE – UNITEDHEALTH GROUP, SUGAR LAND, TX JUNE 2015 TO PRESENT

Respond to and resolve on the first call, customer service inquiries and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence.

Handle escalated calls as needed and follow - up on issues escalated to the Supervisor.

Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to include managing their health and well-being by selecting the best benefit plan options, maximizing the value of their health plan benefits and choosing a quality care provider.

Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues in real time or through comprehensive and timely follow-up with the member.

Solved problems regarding policies, made payments with billing techniques implemented to role at initial department

Provide education and status on previously submitted pre-authorizations or pre-determination requests.

Exceed the performance goals established for the position in the areas of: efficiency, call quality, customer satisfaction, first call resolution and attendance.

SR. ADMIN. ASST. – PATIENT ACCOUNTS SERVICES, HOUSTON, TX AUG 2014 TO MAY 2015

Professionally handled incoming prospects of future employment, handled employee paperwork, and organized existing and new employee guidelines of training periods and post-training methods.

Directed, coached and developed a team of up to 12+ employee groups within company.

Reviewed, researched, and processed employee requests with integrity and a commitment to satisfaction.

Outsourced applicants throughout 5 cities of employment

Discovered the root cause of the problem and action required to solve it, whenever possible, using company databases, company resolution tips, and collaboration with other departments.

Thoroughly and efficiently gathered customer information, accessed and fulfilled customer needs, educated the customer, where applicable, to prevent the need for future contacts and documented interactions through contact tracking.

Continuously evaluated and identified opportunities to drive process improvements that positively impacted employee groups within the company..

Continually maintained working knowledge of all client products, services, and promotions within company.

PASSENGER SERVICE AGENT/ HEAD ADMIN.– EMIRATES AIRLINES, HOUSTON, TX NOV 2011 TO JULY 2014

Assisted members with flight information, coding of flights to finalize flights arrangements for Emirates team members, organized gate procedures to stay within state guidelines of Safety, chaperoned minors to boarding or departure flights.

Processed paperwork of plane details, passengers, luggage and also solved problems of passengers daily

Assisted passengers with boarding passes and bag tags

Paperwork filed daily for Customs Border and Protection and departures

Use of Sista system for passenger work

Volumes of 300-400 people a day

Flight operations such as security, luggage information, physicality of the plane, boarding passengers and air workers were all documented due to Safety violations

EDUCATION

Texas Southern University HOUSTON, TX

Majored in Business Administration, Marketing Aug 2009 to present

Completed majority of degree plan, awaiting one last class.

Completed 122 hours of degree plan

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