Multifaceted Senior Customer Service Specialist

Brenda hall

***********@*****.*** I 843-***-****) I BLENHEIM, SC 29516

Dedicated customer service specialist with over 20+ years’ experience in handling complex client interactions in high-pressure Call Center environment. Specializing in healthcare compliance. Consistently recognized for dedication to enhance customer satisfaction and service delivery.

Sr. Customer Service Representative /UnitedHealthcare - Blenheim, SC 10/31/2017 - 05/3-/2025

Resolved high volume of calls to assist customers inquiries regarding insurance benefits and claims through effective communication channels.

Assisted special-needs members in navigating healthcare information via telecommunication.

Coordinated internal departmental efforts to ensure prompt resolution of customer requests.

Fostered positive relationships with customers to enhance service delivery.

Guided healthcare members to maximize utilization of benefits, facilitating better health outcomes.

Sr. Global Agent /Monster Worldwide Inc. - Florence, South Carolina 09/15/2008 - 10/15/2017

Resolved high volume of customer inquiries through prompt and accurate responses.

Managed timely handling of inbound emails from employers and job seekers.

Engaged necessary external parties to ensure resolution of customer issues.

Utilized available resources to creatively address and fully resolve customer concerns.

Monitored new hires' performance while liaising with clients and internal teams.

Coached fellow agents by answering questions and sharing best practices.

Handled escalated calls from associates and employers, ensuring corrective actions are pursued.

Maintained comprehensive documentation of inquiries to enhance service processes and mitigate legal risks.

Loss Draft Specialist - ASSURANT - Florence, South Carolina 01/03/2008 - 09/10'/2008

Processed, tracked, and paid claims due to natural disasters. Heavy inbound and outbound phone contact.

Successfully managed five clients daily.

Worked directly with adjusters, contractors, and insurance companies on claims by homeowners, approved/denied claim checks

Exercise good judgment toward account resolution and accurate documentation

Analyzed applicant's financial status, credit and property evaluation to determine feasibility of granting loans.

Balanced cash drawers daily. Collected delinquent past due accounts.

Skills

Multitasking and prioritization

Microsoft Office and Excel proficiency

Healthcare compliance & grievance

Conflict resolution

Data entry

Sales Agent/ Term & Whole Life Insurance

Web tech Support/Chat

Medicare and Medicaid

Sales support

Call center operations

Customer relations management

Team collaboration

Process improvement

Effective communication

Special needs support

Problem solving

Maestro System

Facets System

Time management

Multitasking and prioritization

Microsoft Office Applications

Healthcare compliance & grievance

Conflict resolution

Data entry

Sales Agent/ Term & Whole Life Insurance

Web tech Support/Chat

Medicare and Medicaid – Dual Special Needs (DSNP)

Sales support

CRM

Accomplishments

Nominated for Service Hero for outstanding customer service - United Healthcare - 2024

Bonus every quarter 100% based on Promotor Score (NPS) - United Healthcare - 2023-2025

Nominated to represent my team for The Employee Listening Team -United Healthcare- 2024

Nominated to represent my team in the Collaboration and Reflection Group for Monster Worldwide -2015

Certified in Peer Mentoring for Monster Worldwide - 2010

Member of the Knowledge Base (KB) Team to update, consolidate resources, and make information and navigation user friendly - 2014

Member of the Process Improvement Board of Monster Worldwide - 2009

Education

BACHELOR OF ARTS-ORGANIZATIONAL MANAGEMENT 09/2012-2014

ASSOCIATE OF ARTS- ORGANIZATIONAL MANAGEMENT 01/2010 – 06/2012

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