Customer Service Manager

PROFESSIONAL SUMMARY

SKILLS

EXPERIENCE

VENIA YOUNG

**** ****** ****, *******, ** 77082 H: 832-***-**** **********@*****.***

Responsible Customer Service Representative proficient in Employee development and Leadership skills with a drive for excellence, as well as communication and time management skills. Time Management

Negotiation

Problem Solving

Judgement and Decision Making

Management of Personnel

Computers and Electronics

Sr Customer Service Advocate 10/2015 - Present

United Healthcare(Call Center) - Sugar Land, TX

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

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. Intervene with care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when needed.

Assist customers in navigating myuhc.com and other UnitedHealth Group websites and encourage and reassure them to become self-sufficient. Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the member. Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues.

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

Process payments and apply to members Coverage.

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

Loss Mitigation/Loan Processor 03/2012 - 10/2015

Stewart Lender Services - Houston, TX

Loss Mitigation/Loan Processor 03/2012 - 10/2015

STEWART LENDER SERVICES - Houston, TX

Reviews servicing files to determine if all required loss mitigation activities were handled and documented in accordance with the requirements of Hamp. Review and compiles fully documented loan histories, imaged documents and information available from all sources to collectively determine if it validates the information used to make the foreclosure decision. Review documents, extract appropriate data elements, and enter/load them into required template or system.

Assemble documents, data and information from multiple systems and organize them as required Process payments to satisfy delinquent accounts Communicate errors to appropriate personnel for resolution as necessary for preventing contested or impaired foreclosure actions. Projects/additional dutie: Doj, QC Analyst.

Server 11/2014 - 02/2015

Applebee's - Houston, TX

Welcome and greet guests within two minutes of being seated. Informs guests of specials and menu changes.

Offers specific beverage, appetizer, entrée, and dessert recommendations either upon request or you genuinely feel your guests will enjoy. Process payments with Cash, Credit/Debit Cards Answer questions about our food, beverages and other restaurant functions and services. Accurately process payments in the form of cash, credit card, or check. Take food and beverage orders from guests, enter orders in our pointofsale system before taking item to the table.

Customer Service Analyst 09/2011 - 03/2012

ACS - Houston, TX

Customer Service Analyst 09/2011 - 03/2012

ACS(Call Center) - Houston, TX

Directed daily operations for customers processed orders, forms and applications.

Respond to and handle and resolve customer inquiries. Handle customer billing questions Accurately process payments in the form of debit card, credit card, or check.

Analyzed financial statements and pertinent information to determine creditworthiness of prospective customers.

Identify and escalate customer issues.

Sr Mortgage Collector 08/2008 - 08/2011

Wells Fargo Home Mortgage - Milwaukee, WI

Sr Mortgage Collector 08/2008 - 08/2011

WELLS FARGO HOME MORTGAGE(Call Center) - Milwaukee, WI Uses autodial system to initiate customer contact and determine reasons for delinquency.

Evaluates customers' financial situations and negotiates terms of repayment to bring account current.

Accurately process payments in the form of debit card, credit card, or check. Review workout options status and advise of any updates, foreclosure or bankruptcy information.

Understands state and federal regulations governing collection practices. Store Manager 01/2007 - 08/2008

Payday Loan Store - Milwaukee, WI

EDUCATION

Store Manager 01/2007 - 08/2008

PAYDAY LOAN STORE - Milwaukee, WI

Managed 13 employees Hired and Trained current and future employees Managed & Coached employees to ensure monthly goals are met. Provided direction to associates to ensure floor coverage and completion of daily tasks.

Accurately process payments in the form of cash, credit/debit card, or check. Determined, processed and attended weekly small claims proceedings. Sr Tel ler 02/2006 - 01/2007

Anchor Bank - Milwaukee, WI

Sr Tel ler 02/2006 - 01/2007

ANCHOR BANK - Milwaukee, WI

Refer products to new and existing customers Apply payments to Consumer and Commercial loans/accounts.

Process deposits and withdrawals.

Perform daily atm reconciliation process.

Accurately process payments in the form of cash, credit card, or check. All back office paperwork processing.

Authorized to work in the US for any employer.

Loan Officer

WELLS FARGO BANK - Milwaukee, WI

Operations Clerk

Collating & Mailing

Extracting lockbox payments.

Verifying data on payments & accompanying documents. Processing payments/documents according to client's specific instructions. Sr Customer Service Advocate

United Healthcare

GED:

MATC - Milwaukee, WI

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