Customer Support Direct

ALICIA R. PHILLIPS

Philadelphia, PA ***** 267-***-**** ************@*****.***

Professional Summary

Proven track record in enhancing client satisfaction and streamlining operations, demonstrated during my tenure at HealthPartners. Skilled in customer support and compassionate caregiving, I effectively resolved issues, achieving a high satisfaction rating. My leadership in team management and client care significantly improved service delivery and operational efficiency. Skills

First aid and safety Behavior redirection

Client Support Compassionate Caregiving

Medical terminology knowledge Customer Service

HIPAA Compliance Data Entry

Insurance Verification Customer Support

Resolving issues

Work History

Direct Support Professional 05/2023 to Current

Harmonious Life – Philadelphia, PA

Maintained clean, safe, and well-organized patient environment. Enhanced quality of life for individuals with disabilities by providing compassionate and consistent direct support.

Facilitated social outings and community integration activities, promoting inclusion and positive experiences for clients.

Documented progress notes thoroughly to track client achievements, concerns, or changes in behavior patterns that may need attention from the interdisciplinary team. Assisted clients with daily living needs to maintain self-esteem and general wellness. Member Relations Manager 12/2017 to 11/2020

HealthPartners – Philadelphia, PA

Managed and motivated employees to be productive and engaged in work. Accomplished multiple tasks within established timeframes. Maintained professional, organized, and safe environment for employees and patrons. Maximized performance by monitoring daily activities and mentoring team members. Established team priorities, maintained schedules and monitored performance. Evaluated employee performance and conveyed constructive feedback to improve skills. Member Relation Supervisor 01/2012 to 12/2017

HealthPartners – Philadelphia, PA

Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.

Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.

Handled customer complaints, resolved issues, and adjusted policies to meet changing needs. Monitored workflow to improve employee time management and increase productivity. Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.

Member Relations Senior Representative 10/2004 to 12/2011 HealthPartners – Philadelphia, PA

Resolved issues through careful research and follow-up with customers. Trained newly hired employees on company policies and procedures regarding diverse situations.

Managed high-volume workload while maintaining strong attention to detail and accuracy. Assisted in training new hires, ensuring they were equipped with the necessary skills for success in their role.

Provided reviews and resolution of Medicare CTMs.

Call Center Representative 06/1998 to 10/2004

HealthPartners – Philadelphia, PA

Managed high call volumes while providing exceptional customer support and maintaining professional composure.

Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.

Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.

Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.

Achieved high satisfaction rating through proactive one-call resolutions of customer issues. Education

Medical Assistant 11/1995

Craft Institute Program - Philadelphia, PA

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