MARGARET OVERTON

West Haven, CT ***** 240-***-****

Email: ad1ae8@r.postjobfree.com

PROFILE

Highly skilled and accomplished customer service professional within diverse industries with a focus on the highest levels of service excellence to earn and retain customer loyalty.

QUALIFICATIONS

Highly flexible with the ability to multi-task and contribute to lean staffing.

Operate effectively in a fast-paced and deadline-driven environment.

Provide customers with one-stop/one-call service solutions.

Strong sense of ownership and accountability for assigned tasks.

WORK EXPERIENCE

TALENTFY STAFFING AGENCY/HASBRO 2022 – 2023

SENIOR LEAD CUSTOMER SERIVCE REPRESENTATIVE, Collectibles, Contract

Responded to customer questions and problems concerning product quality, deliveries and other issues.

Conducted detailed problem root cause analysis requiring communication with internal departments and external service providers (i.e. UPS, FedEx).

Resolved issues including refunds or replacements.

Trained, coached and mentored new hires.

Kept customers informed of new products.

Provided customers with one-stop/one-call service solutions.

UNITED HEALTHCARE, New Haven, CT 2021 – 2022

SENIOR CUSTOMER SERVICE REPRESENTATIVE, Contract

Provided members with information to facilitate their selections and use of healthcare providers, medical and pharmacy benefits, and other services.

Responded to member questions, concerns and prior authorizations, claims, reimbursement fees, available clinics, behavior and wellness resources in order to effectively manage conditions/diseases.

Treated every customer as a member of our extended family.

Focused on a positive customer experience to earn and retain long-term trust and loyalty.

CONTINUUM OF CARE, New Haven, CT 2008 – 2016

SENIOR MENTAL HEALTH CARE COORDINATOR

Worked with young adult mental health clients.

Served as a client advocate to facilitate their access to resource providers.

Worked in collaboration with healthcare providers and confirmed appointments, verified insurance, facilitated information sessions with parents, and helped clients navigate through the healthcare system.

Supervised a team of 26 mental health professionals.

MARGARET OVERTON Page 2

Resumé (Continued)

WORK EXPERIENCE (Continued)

SENIOR MENTAL HEALTH CARE COORDINATOR (Continued)

Aligned all activities and efforts with the vision and strategic objectives of the organization.

Treated every client as a customer.

Used client feedback as a baseline for continuous improvement.

NAACP 2006 – 2008

CUSTOMER SERVICE REPRESENTATIVE, Part-Time, Remote

Helped lead community outreach initiatives.

Worked to maximize awareness of NAACP programs and resources.

Facilitated new membership applications.

Enhanced social media presence to reach target markets.

Tracked promotional campaigns to measure overall effectiveness.

Responded to numerous inquiries.

JOHNS HOPKINS HOSPITAL, Washington, D.C. 2001 – 2006

SURGICAL IN-TAKE & SCHEDULING SUPERVISION

Coached and developed a high performance team.

Planned and coordinated the scheduling of diagnostic exams/procedures.

Established goals and performance metrics.

Used metrics as a baseline for performance improvements and enhanced services to patients.

Streamlined and improved the calendar planning process.

Focused as a catalyst for positive change and new ideas.

Focused on achieving Best Practices and standards of excellence.

EDUCATION

UNIVERSITY OF BRIDGEPORT, Bridgeport, CT

Associate’s Degree in HUMAN SERVICES

CERTIFICATIONS

THE LIFE COACH ACADEMY, ONLINE

Certified Life Coach

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