Dedicated Customer Service Leader and Problem Solver

HOLLY FORSTER

Casa Grande, AZ 530-***-**** *************@*****.***

PROFESSIONAL SUMMARY

Multi-talented team player consistently rewarded for success in planning and operational improvements of customer service and satisfaction. Known for putting customers first and thinking outside the box in order to get things done.

SKILLS

MS Office, Excel, Outlook, PowerPoint, Sharepoint databases

Problem resolution and critical thinking skills

Internal and external customer service

ACCOMPLISHMENTS

Assisted hospital leadership team to be awarded NVA president’s award 2024

Completed necessary actions to become Culture Ambassador for UnitedHealthcare

Awarded 2019 Service Hero nomination for UnitedHealthcare

WORK HISTORY

Casa Grande Animal Hospital, 4/2022 to current

Customer Service Representative Lead

Assisted clients/patients though all processes of appointments and surgeries from initial phone call to following up the next day

Dealt with escalated issues to find the best outcome for all involved parties

Assisted hospital manager in all hiring, training and continued on boarding for other staff

Worked with other leadership within the hospital to create a unified and healthy culture among all staff of all levels

Lead monthly and quarterly staff meetings

Took over hospital collection accounts to save over $2,500 annually

Assisted hospital manager in corporate reporting, ordering and inventory

Was in charge of all reception staff scheduling

Freedom Financial, 09/2020 to 3/2022

Loan Servicing Specialist II

Consulted with customers and collaborated with other departments using positive communication and active listening skills, offering feedback and answering critical questions with effective solutions.

Educated customers on terms and conditions of loans to provide clear understanding.

Researched escalated issues to determine root cause leading to appropriate resolution.

Met and exceeded monthly call metrics and quality guidelines.

UnitedHealthcare, 07/2012 to 09/2020

Dual Special Needs Plan Navigator, 03/2020 to 09/2020

Handled over 675 member panels to address gaps in care and offer program assistance.

Increased customer satisfaction by resolving member issues.

Worked with members to understand needs and locate appropriate internal and external services to fit those in need.

Resolved conflicts and negotiated mutually beneficial agreements between parties.

Quality Analyst- Provider Services, 02/2017 to 02/2020

Administered 100 internal audits monthly and tabulated results to increase quality and Net Promoter Scores.

Collaborated with management to provide training on improved processes and assist with creation and maintenance of quality training materials.

Collected and analyzed activity data and initiated, developed and recommended improvements to systems, processes, and procedures to increase productivity, quality and customer satisfaction.

Developed monthly, end-of-quarter and other statistical reports, including analysis for leadership team and for quality improvement program outcomes through root cause analysis.

Completed audit forms and recorded findings, collaborating with quality team members and department leads to implement procedural remedies.

Health Advocate, 07/2012 to 02/2017

Helped individuals navigate complex healthcare system while adhering to company policies to consistently achieve all-time and quality standards.

Paid or denied medical claims based on established claims processing criteria.

Answered telephone calls to field inquiries from members, providers and various other callers seeking information.

Trained and mentored 10 to 15 new personnel in each class hired for Health Advocate role.

Tracked student attendance, scores and overall performance in databases.

Assessed additional needs based on training progress and collaborated with management to meet all requirements.

Upper Crust Bakery- Chico, CA, 09/2010 to 06/2012

Nugget Market- Roseville, CA, 02/2007 to 09/2010

Hilda's Pastries - Auburn, CA, 09/2002 to 02/2007

Cake Decorator

Verified accuracy of orders while meeting strict deadlines on producing completed products.

Disposed of damaged and expired goods to uphold safety standards and provide fresh products.

Managed material inventory and ordered new materials when needed.

Operated cash register and handled cash, credit card and check transactions.

Worked with customers to define cake vision based on color, theme, size and price.

Followed daily opening and closing procedures of brick and mortar bakery location.

Developed new products based on seasonal ingredients, holidays and dessert trends.

First Future Credit Union- San Diego, CA

Consumer Loan Officer, Jr., 07/1998 to 08/2002

Completed loan underwriting through evaluation of loan applications to confirm financial status and credit worthiness to determine approval, rejection or counter offer.

Consulted with customers and internal partners using positive communication and active listening skills, offering feedback and answering critical questions with effective solutions.

Educated customers on terms and conditions of loans to provide clear understanding.

Reviewed customer applications closely to identify any opportunities for further development and revenue.

Communicated acceptance or rejection to applicants via mail or telephone while meeting or exceeding expected timeframes.

Verified credit histories, personal references and employment backgrounds for each applicant.

Completed monthly mortgage loan document audits to assist in meeting set deadlines and quality standards.

EDUCATION

Parks, Recreation and Leisure

Sacramento State University- Sacramento, CA

Associate in Art

Sierra College- Rocklin, CA

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