Devarique Brown

CUSTOMER SERVICE REPRESENTATIVE

El Paso, TX 915-***-**** ad4632@r.postjobfree.com

Objective

Dedicated and empathetic Health Care Insurance Call Center Representative with a proven track record of

providing exceptional customer service and support. Possessing a comprehensive understanding of

healthcare insurance policies, procedures, and regulations, I excel in assisting clients in navigating complex

insurance inquiries and claims processes. With exceptional communication skills, I effectively convey

intricate information in a clear and concise manner, ensuring clients feel informed and supported.

Experienced in resolving escalated issues and handling sensitive situations with professionalism and tact.

Committed to upholding the highest standards of quality service while continuously seeking opportunities for

personal and professional growth within the healthcare industry.

Experience

Healthcare Insurance Call Center Representative

[United Health Care], [El Paso, TX]

[Dates of Employment]

• Managed a high volume of inbound calls from policyholders, healthcare providers, and other

stakeholders, addressing inquiries related to benefits, claims, coverage, and eligibility.

• Utilized in-depth knowledge of various insurance plans, including HMOs, PPOs, and Medicare, to

provide accurate information and guidance to callers.

• Processed insurance claims, including verification of coverage, authorization, and coordination of

benefits, ensuring adherence to company policies and regulatory requirements.

• Collaborated with internal departments, such as claims processing and billing, to resolve complex

issues and escalate unresolved matters to appropriate channels.

• Maintained detailed records of customer interactions, inquiries, and resolutions in the company's

CRM system, ensuring accuracy and completeness of information.

Retention Specialist

[United Healthcare],

[El Paso, TX]

[January 2022-April 2023]

• Developed and implemented retention strategies and initiatives aimed at reducing customer churn

and increasing policyholder satisfaction.

• Conducted thorough analysis of customer data and feedback to identify trends, preferences, and

areas for improvement in service delivery.

• Collaborated with cross-functional teams, including marketing, customer service, and product

development, to align retention efforts with overall business objectives.

• Utilized CRM systems and data analytics tools to track customer interactions, monitor retention

metrics, and measure the effectiveness of retention programs.

• Provided training and guidance to customer service representatives and other frontline staff to

enhance their ability to identify and address retention opportunities during customer interactions.

• Managed retention campaigns and communication efforts, including email campaigns, outbound

calls, and targeted offers, to engage with at-risk policyholders and promote loyalty.

Customer Service Representative

[GC Services],

[El Paso, TX]

[October 2020-June 2021]

• Handled a high volume of inbound calls and emails from customers, addressing inquiries, resolving

issues, and providing product information and support.

• Utilized active listening and empathy to understand customer needs and concerns and worked to

find timely and effective solutions.

• Accurately processed orders, returns, and exchanges, and maintained detailed records of customer

interactions and transactions in the company's CRM system.

• Collaborated with cross-functional teams, including sales, logistics, and technical support, to

coordinate resolution of customer issues and ensure a seamless customer experience.

• Provided product recommendations, troubleshooting assistance, and proactive communication to

anticipate and address customer needs and concerns.

• Acted as the primary point of contact for customers, aiding with product inquiries, technical support,

and account management.

• Conducted product demonstrations and training sessions for customers to ensure optimal use and

understanding of products and services.

• Investigated and resolved escalated customer complaints and issues, working closely with internal

teams to identify root causes and implement corrective actions.

• Assisted in the development and implementation of customer support processes, procedures, and

training materials to improve efficiency and effectiveness.

• Monitored customer feedback and satisfaction metrics, identifying trends and opportunities for

improvement, and implementing initiatives to enhance the customer experience.

Education

Eastern New Mexico University

Major: Nursing, BSN Completion program

Skills & abilities

• Excellent communication and interpersonal skills

• Strong decision-making abilities

• Ability to multitask and prioritize in a fast-paced environment

• Empathetic and customer-focused mindset

• Ability to work effectively both independently and as part of a team

• Commitment to delivering exceptional customer service and satisfaction

• Strong understanding of healthcare insurance products, policies, and regulations

• Excellent analytical and problem-solving skills

• Proficient in CRM systems and data analytics tools

• Ability to lead and motivate teams to achieve goals and objectives

• Strategic thinking and ability to develop and implement effective retention strategies

• Commitment to delivering exceptional customer service and satisfaction

Contact this candidate