Customer Service Project Management
Resume:
North Richland Hills, TX
***********@*****.***
EDUCATION AND
TRAINING
Bachelor of Arts
History
Northern Illinois University, Dekalb,
IL
August 1979
SUMMARY
Escalations Manager with expertise in resolving complex customer issues and enhancing satisfaction ratings. Strong problem-solving and negotiation skills lead to positive outcomes in challenging situations. Proven ability to improve team efficiency and maintain high-level communication under pressure. Demonstrates effective leadership qualities in fast-paced environments.
SKILLS
CYNTHIA MERRITT
• Coaching and
mentoringComplaint
investigationDatabase
maintenanceRecord
preparationReporting and
documentationSpreadsheet
trackingCRM software
proficiencyComplaint
investigationDatabase
maintenanceRecord
preparationReporting and
documentationSpreadsheet
trackingCRM software
proficiencyClient retention
strategiesComplaint
investigationDatabase
maintenanceRecord
preparationReporting and
documentationSpreadsheet
trackingCRM software
proficiencyClient retention
strategiesTeam
collaborationRelationship
buildingComplaint
investigationDatabase
maintenanceRecord
preparationReporting and
documentationSpreadsheet
trackingCRM software
proficiencyClient retention
strategiesTeam
collaborationRelationship
buildingWritten
communicationComplaint
investigationDatabase
maintenanceRecord
preparationReporting and
documentationSpreadsheet
trackingCRM software
• Time management abilities
• Technical writing
• Content management
• Customer service
• Data analysis
• Project management
• Research skills
• Process improvement
• Problem solving
• Escalation management
• Customer satisfaction
• Applicant tracking
• Regulatory compliance
CM
proficiencyClient retention
strategiesTeam
collaborationRelationship
buildingWritten
communicationAttention to
detailCustomer
relationsComplaint
investigationDatabase
maintenanceRecord
preparationReporting and
documentationSpreadsheet
trackingCRM software
proficiencyClient retention
strategiesTeam
collaborationRelationship
buildingWritten
communicationAttention to
detailCustomer relationsEffective
communicationComplaint
investigationDatabase
maintenanceRecord
preparationReporting and
documentationSpreadsheet
trackingCRM software
proficiencyClient retention
strategiesTeam
collaborationRelationship
buildingWritten
communicationAttention to
detailCustomer relationsEffective
communicationTime
management abilitiesComplaint
investigationDatabase
maintenanceRecord
preparationReporting and
documentationSpreadsheet
trackingCRM software
proficiencyClient retention
strategiesTeam
collaborationRelationship
buildingWritten
communicationAttention to
detailCustomer relationsEffective
communicationTime
management abilitiesTechnical
writingContent
managementComplaint
investigationDatabase
maintenanceRecord
preparationReporting and
documentationSpreadsheet
trackingCRM software
proficiencyClient retention
strategiesTeam
collaborationRelationship
buildingWritten
communicationAttention to
detailCustomer relationsEffective
communicationTime
management abilitiesTechnical
writingContent
managementCustomer
serviceData analysisComplaint
investigationDatabase
maintenanceRecord
preparationReporting and
documentationSpreadsheet
trackingCRM software
proficiencyClient retention
strategiesTeam
collaborationRelationship
buildingWritten
communicationAttention to
detailCustomer relationsEffective
communicationTime
management abilitiesTechnical
writingContent
managementCustomer
serviceData analysisProject
managementComplaint
investigationDatabase
maintenanceRecord
preparationReporting and
documentationSpreadsheet
trackingCRM software
proficiencyClient retention
strategiesTeam
collaborationRelationship
buildingWritten
communicationAttention to
detailCustomer relationsEffective
communicationTime
management abilitiesTechnical
writingContent
managementCustomer
serviceData analysisProject
managementResearch
skillsProcess
improvementComplaint
investigationDatabase
maintenanceRecord
preparationReporting and
documentationSpreadsheet
trackingCRM software
proficiencyClient retention
strategiesTeam
collaborationRelationship
buildingWritten
communicationAttention to
detailCustomer relationsEffective
communicationTime
management abilitiesTechnical
writingContent
managementCustomer
serviceData analysisProject
managementResearch
skillsProcess
improvementProblem
solvingComplaint
investigationDatabase
maintenanceRecord
preparationReporting and
documentationSpreadsheet
trackingCRM software
proficiencyClient retention
strategiesTeam
collaborationRelationship
buildingWritten
communicationAttention to
detailCustomer relationsEffective
communicationTime
management abilitiesTechnical
writingContent
managementCustomer
serviceData analysisProject
managementResearch
skillsProcess
improvementProblem
solvingEscalation
managementCustomer
satisfactionComplaint
investigationDatabase
maintenanceRecord
preparationReporting and
documentationSpreadsheet
trackingCRM software
proficiencyClient retention
strategiesTeam
collaborationRelationship
buildingWritten
communicationAttention to
detailCustomer relationsEffective
communicationTime
management abilitiesTechnical
writingContent
managementCustomer
serviceData analysisProject
managementResearch
skillsProcess
improvementProblem
solvingEscalation
managementCustomer
satisfactionApplicant
trackingComplaint
investigationDatabase
maintenanceRecord
preparationReporting and
documentationSpreadsheet
trackingCRM software
proficiencyClient retention
strategiesTeam
collaborationRelationship
buildingWritten
communicationAttention to
detailCustomer relationsEffective
communicationTime
management abilitiesTechnical
writingContent
managementCustomer
serviceData analysisProject
EXPERIENCE
ESCALATIONS MANAGER
UnitedHealthcare Irving, TX November 2021 - May 2025 CUSTOMER SERVICE NAVIGATOR
Irvine Irving, TX October 2016 - November 2021 managementResearch
skillsProcess
improvementProblem
solvingEscalation
managementCustomer
satisfactionApplicant
trackingRegulatory compliance
• Complaint investigation
• Database maintenance
• Record preparation
• Reporting and documentation
• Spreadsheet tracking
• CRM software proficiency
• Client retention strategies
• Team collaboration
• Relationship building
• Written communication
• Attention to detail
• Customer relations
• Effective communication
• Identified potential risks associated with unresolved customer complaints, taking proactive measures when needed.
• Worked closely with IT department personnel to troubleshoot any technical problems encountered by customers during escalation process.
• Ensured compliance with company policies and processes related to escalations management.
• Developed and implemented escalations process to ensure customer satisfaction.
• Drafted standard operating procedures for resolution of escalations.
• Developed an action plan based on analysis of data from past escalations, outlining steps needed to prevent similar issues in the future.
• Participated in regular meetings with other departments to discuss strategies for improving customer service standards.
• Performed periodic reviews of call center scripts, adjusting as necessary based on feedback from customers.
• Provided information and guidance to clients on how to access services and resources.
• Educated clients about available resources within the community related to housing, employment, health care, legal aid.
• Collaborated with other professionals such as social workers, case managers, medical staff. to coordinate care for clients. PROFESSIONAL RECRUITER
PeopleScout Chicago, IL September 2010 - November 2015 TECHNICAL CONTENT WRITER
HealthCare Service Corporation, HCSC, BlueCard Central Chicago, IL April 2002 - May 2009
CERTIFICATIONS
• Connected clients with local organizations that can provide additional assistance or specialized services if necessary.
• Participated in team meetings to discuss complex cases and review treatment plans.
• Actively listened to clients in order to identify their needs and provide effective solutions.
• Collaborated with hiring managers to define job requirements and expectations for open positions.
• Conducted exit interviews with departing employees in order to gain insight into their experiences at the organization.
• Cultivated relationships with passive talent in order to build a strong talent pipeline for future openings.
• Sourced potential candidates through online channels such as social media, job boards and professional networks.
• Maintained accurate records of candidate information within Applicant Tracking System.
• Coordinated interviews between applicants and hiring managers, ensuring a positive experience for all parties involved.
• Developed editorial guidelines to maintain a consistent writing style across multiple channels.
• Maintained an organized library of all published content assets for future reference.
• Managed multiple projects at once while adhering to tight deadlines.
• Created original, high-quality content for website pages, blog posts, tutorials, and other documents.
• Participated in brainstorming sessions to generate ideas for new projects or initiatives related to technical writing.
• Worked closely with internal teams such as marketing, design, development, product management, in order to create effective user experience copy.
• Reviewed customer feedback to identify areas where additional content was needed or existing material could be improved.
• Professional, in the Academy of Healthcare Management (PAHM)
• Managed Healthcare Professional (MHP)
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