Resolution & Customer Care Specialist

Tenika Whitaker

Resolutions Specialist

Enfield, NC 27823 *******@*****.*** 252-***-****

PROFESSIONAL SUMMARY

Dedicated and motivated professional with over 10 years of experience in customer service and healthcare support. Known for delivering high-quality service, resolving complex issues efficiently, and fostering positive client relationships. Seeking a role that allows continued growth within a dynamic and stable organization while utilizing strong communication and problem-solving skills. Authorized to work in the U.S. for any employer.

PROFESSIONAL EXPERIENCE

Resolution Specialist

Optum (UnitedHealth Group) – Raleigh, NC March 2023 – Present

• Handle escalated and complex customer issues to ensure prompt and accurate resolution.

• Collaborate with internal departments to improve processes and enhance customer satisfaction.

• Review and resolve claim discrepancies, ensuring compliance with company and industry standards.

• Maintain strong communication with customers and colleagues to provide seamless service. Customer Service Representative

Optum – Raleigh, NC February 2022 – March 2023

• Provided exceptional support to members regarding benefits, claims, and account inquiries.

• Demonstrated empathy and professionalism when resolving customer concerns.

• Consistently met or exceeded performance metrics for quality, efficiency, and satisfaction. Customer Service Representative Lead

Alorica (Formerly West Corporation) – Rocky Mount, NC January 2016 – February 2022

• Delivered support via phone, email, and chat for patients using specialty medications.

• Processed claims, refills, and insurance updates while maintaining accuracy and HIPAA compliance.

• Provided detailed feedback to management on recurring issues and system improvements.

• Trained new hires and assisted peers as a subject matter expert. Subject Matter Expert (SME)

Alorica / West Corporation – Rocky Mount, NC January 2013 – January 2016

• Trained and mentored new employees on procedures and customer service standards.

• Supported multiple departments to ensure consistent quality and performance outcomes.

• Managed escalations and provided solutions that improved customer satisfaction scores. Customer Service Representative

West Corporation – Rocky Mount, NC November 2011 – January 2013

• Received and processed high-volume inbound calls in compliance with client policies.

• Built and maintained customer relationships through effective communication and problem-solving.

• Completed ongoing training to stay current on new products and procedures. EDUCATION

Southeast Halifax High School – Halifax County, NC High School Diploma June 2008

SKILLS

Exceptional Customer Service & Communication

Claims Processing & Issue Resolution

Data Entry & Documentation

Accuracy Team Leadership & Training

Healthcare & Insurance Knowledge

CRM & Multi-System Navigation

Strong Work Ethic & Positive

Attitude

Contact this candidate