Senior Member Services Analyst - Customer Service Expert
Resume:
Linda Arrell
Kinston, NC *****
*.**********@*****.***
Summary
Dedicated professional, with a solid background in customer service with a focus on analysis. Known for analyzing trends and developing training materials, driving improvements in customer experience initiatives, and ensuring compliance with service performance standards.
Skills
Positive customer interactions while responding to and resolving customer inquiries
Microsoft Office
Power Point training documents
Report generation
Monitoring of service performance
Process improvements
Collaboration with Customer Service teams and other departments
Experience
Senior Member Services Analyst, 08-2009 – 5/2025; Remote – 2019-2025
Fallon Community Health Plan (Remote) – Worcester, MA
Analyzed customer inquiries to identify trends and improve service quality.
Navigated between 40+ programs (Microsoft, QNXT, etc.) for research and call handling purposes.
Resolved complex customer issues through effective communication and critical thinking skills.
Monitored service performance metrics to ensure compliance with company standards.
Provided mentorship and support to junior analysts in daily operations.
Implemented process improvements to streamline workflows within the department.
Created detailed reports on customer interactions for management review.
Ensured complete resolution of all open cases within specified timelines.
Maintained up to date knowledge of regulatory plan offerings, pricing and benefits, and policy changes.
Retired – 5/2025
Education
05/1994 Hudson Valley Community College – Troy, NY
Associate of Applied Science – Criminal Justice
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