Customer Service Call Center
Resume:
ROSARIO
SEARLS
********@*****.***
Garland, TX 75040
SKILLS
Process Improvement
Training and Development
Medical Terminology
Call center experience
Complaint resolution
Policy review
Payment collection
Problem-solving
Microsoft Office Suite
EDUCATION
Richland Community College
05/2008
Certificate of Completion: Management
GPA: 3.9
Rockport Fulton High School
05/1977
High School Graduate
PROFESSIONAL SUMMARY
An accomplished and energetic individual with a 37-year history of working in the Health Care Industry is now interested in a work-from-home position. I aim to continue my extraordinary work ethic, dependability, and willingness to learn or take on a new challenge while working from home.
Knowledgeable individual with background in customer service. Proven ability to handle customer inquiries and resolve issues efficiently, enhancing client satisfaction. Demonstrated strong communication and problem-solving skills in fast-paced environments. Professional with strong background in customer service, adept at handling client inquiries and resolving issues efficiently. Skilled in communication, problem-solving, and conflict resolution, consistently ensuring customer satisfaction. Highly adaptable, team-oriented, and results-driven, excelling in fast-paced, dynamic environments. Passionate about fostering positive customer experiences and contributing to team success.
WORK HISTORY
OptumRX-United Health Group - Customer Service Advocate
Richardson, TX • 10/2023 - 12/2023
Answer 50-70 incoming phone calls per day from customers and identify the type of assistance the customer needs
Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
Contact care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when needed
Assist customers in navigating websites while encouraging and reassuring them to become self-sufficient in using our tools
Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues
Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
Responded to customer requests for products, services, and company information.
Self Employed Services - Care Giver
Garland, TX • 12/2020 - 10/2023
Provide home health care and assistance to individuals with cancer
Make sure the patient received medication at appropriate times as prescribed by his physician
Prepare meals, change linens, do laundry, and other items as needed
Assisted clients with activities of daily living, promoting independence and quality of life.
Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
Enhanced patient comfort by providing compassionate and attentive care, addressing individual needs and preferences.
Administered medications as prescribed, ensuring accurate dosage and timely administration for maximum efficacy.
Health Care Service Corporation (HCSC) - Sr. Supervisor
Richardson, TX • 07/2018 - 12/2020
Hired, appraised, trained, and disciplined the Performance Guarantees Audit Departments for TX, OK, MT, and NM offering constructive feedback to improve performance
Developed yearly goals, directed staff on meeting production goals, and conducted performance reviews
Created a culture of continuous improvement to inspire employees to take action on solving problems
Report on the findings of the monthly audit reports via presentations, and detailed written reports to Management
Health Care Service Corporation (HCSC) - Sr. Audit Specialist
Richardson, Tx • 02/2018 - 06/2018
Prepared, reviewed, and examined financial monthly and quarterly reports, and records to identify and correct discrepancies
Produced current information to help managers make decisions based on relevant data rather than historical trends
Kept clients in full compliance with payment, reporting, and other financial requirements
Prepared training material and trained new employees on the audit process
Health Care Service Corporation (HCSC) - Audit Specialist II
02/1997 - 01/2018
Complete monthly audits to identify and document potential claims processing and financial errors for the HCSC Performance Guarantees Dept
Provided detailed analysis, documentation, and explanations for all recorded transactions
Determined optimal courses of action to reduce risk and boost error finding rate, analyzing and identifying inefficiencies and internal control issues
Develop audit procedures to evaluate the effectiveness of the Performance Client Guarantees contracts
Health Care Service Corporation (HCSC) - Audit Specialist I
Richardson, TX • 01/1995 - 01/1997
Prepared and audited Performance Guarantee Client's claims for financial and processing accuracy, and reported inaccurate findings to the appropriate internal areas
Prepared monthly audit summary reports for internal personnel for year-end analysis
Secured sensitive and confidential information against unauthorized access by carefully following information protection protocols
ACTIVITIES
Community volunteering for church activities
Food bank volunteer
Assisting neighbors in time of need
Volunteered to give and distribute gifts for nursing homes and other facilities
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