CUSTOMER SERVICE REPRESENTATIVE Summary A dependable, quality-focused specialist seeking opportunity offers variety challenges responsibilities would allow contribute towards organization improving leadership technical skills. Exceptional talent accuracy analyzing, projecting conflict resolving issues. Continually providing input solutions problem solving operational issues procedures perform administrative follow-up. Skills Able demonstrate exceptional communication skills, able maintain effective efficient communication within team environment. Skillful initiation organizing coordinating team meetings manage planned performance adherence. Exceptional talent accuracy analyzing, projecting conflict resolving issues. Continually providing input solutions problem solving operational issues procedures perform administrative follow-up. Strong leader proven development abilities, capable clearly presenting ideas, plans strategies levels management. Solid background setting priorities deadlines, adjusting flow sequencing work meet team needs. Experience Company Name City State Customer Service Representative 10/2016 Current Respond resolve customer service inquiries issues identifying topic type assistance caller needs benefits, eligibility, claims, financial spending accounts correspondence. Help guide educate customers fundamentals benefits consumer-driven health care topics include managing health well-being selecting best benefit plan options, maximizing value health plan benefits choosing quality care provider. Intervene care providers (doctor's office) behalf customer assist appointment scheduling connections internal specialists assistance needed. Assist customers navigating self-service website UnitedHealth Group websites encourage self-sufficient. Research complex issues across multiple databases work support resources resolve customer issues and/or partner others resolve escalated issues. Meet performance goals established position areas efficiency, call quality, customer satisfaction, first call resolution attendance. Company Name City State Customer Service Representative 09/2014 02/2016 Served first level contact basic routine customer service inquiries new, current prospective customers, shareholders, policy owners, agents staff Processed and/or route transactions, requests inquiries following established procedures resources Communicated customers team members obtain required information and/or forms Trained coach new team members Functioned resource team members review potential process improvements Worked committees regarding customer service, sales, policies, procedures company events. Company Name City State Juvenile Supervision Officer III 09/2011 01/2014 Provided day day direct supervision youths 24-hour detention facility manner ensures health, safety welfare youth following departmental policies, procedures, standards Directed individual well group counseling youths; increasing personal awareness responsibilities, choices, growth, alternative lifestyle changes Made critically sound judgments decisions crisis potentially dangerous situations; thoroughly document actions taken, inform superiors, debrief plan action staff ensure effective results Utilized graduated sanctions, discipline youths enforcing rules facility needed Applied de-escalation skills handle care techniques Conducted inspections, rounds drills include room checks physical searches youth. Company Name City State Business Wireless Care Supervisor 05/2005 10/2009 Led assisted diverse team twelve responsible supporting design, engineering implementation complex integrated product/network solutions. Supervised monitored team's work flow ensure adequate work balance; reassigned resources necessary meet project deadlines timely manner. Participated hiring, termination, performance salary reviews. Contributed weekly conference calls discuss team goals present new information used improve customer service. Education Training Masters Science Public Safety/Emergency Management December 2017 Capella University City State Public Safety/Emergency Management Relevant Courses Collaboration, Communication, Case Analysis Master's Learners, Introduction Research Methodology, Public Safety Ethnic Cultural Awareness, Foundations Emergency Management, Public Safety Leadership, Coordinating Modern Emergency Management Program, Comprehensive Emergency Management: Response Recovery, The Science Behind National Incident Management Systems, Comprehensive Emergency Management: Mitigation Preparedness, Critical Infrastructure Cyber Security, Integrative Project Public Safety Learners Bachelor Arts Science Criminal Justice August 2010 Florida A M University City State Criminal Justice Relevant Courses Introduction Criminal Justice; Statistics Criminal Justice; Theories Criminal Behavior; Cases Corrections; Research Methods Criminal Justice; Police Society; Race, Class Justice; Penology; Contemporary Issues Corrections; American Court System; Women Crime; Social Problems Skills Criminal Justice, Public Safety, sales, scheduling