Customer Service Call Center

MELINDA GIBSON

********@*****.*** 601-***-**** Jackson, MS 39211

Objective

Customer service professional with over 10 years of experience in enhancing customer satisfaction and loyalty. Demonstrated success in building strong client relationships that drive business growth. Acknowledged for teamwork and a positive attitude, contributing to effective collaboration. Focused on continuous improvement and professional development in fast-paced environments.

Skills

Customer service and support

Healthcare expertise

Call center operations

Data management

Feedback analysis

Experience

Molina Healthcare Jackson, MS

Customer Experience Rep II

04/2022 - 05/2025

Delivered exceptional customer support, addressing diverse needs of members and providers.

Resolved inquiries promptly, demonstrating commitment to service excellence.

Utilized contact center channels, including phone, chat, and email, across multiple states and products.

Conducted health assessments and satisfaction surveys to evaluate member and provider experiences.

Documented relevant details accurately for all inquiries from members or providers.

Collaborated with internal and external departments to enhance overall service delivery.

Achieved individual performance goals in call quality, attendance, and adherence metrics.

Engaged empathetically with customers to foster rapport and exceed expectations.

United Healthcare Ridgeland, MS

Customer Service Advocate

05/2018 - 03/2022

Resolved over 200 customer inquiries daily, ensuring prompt service delivery.

Guided customers in navigating consumer-driven health care topics for optimal plan selection.

Educated customers on maximizing health plan benefits and identifying quality providers.

Facilitated appointment scheduling with care providers to enhance customer access.

Assisted customers in navigating myuhc.com and UnitedHealth Group websites for support.

Utilized open-ended questions to assess customer needs accurately.

Education

Jackson State University Jackson, MS

Bachelor in Sociology

Wingfield High School Jackson, MS

High School Diploma

Certifications

Customer Service Certification

Help Desk Certification

Call Center Certification

Client Services Certification

Customer Experience Certification

Customer Service Leadership Certification

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