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Yyyyyy x. yyyyyy
0000 xxxxxx xxxx , xxxx , xxxxx 00000
xxx-xxx-xxxx abc@xyz.com
Profile of Qualifications
- Results oriented Professional with over 5 years of experience leading high performance teams and ensuring quality control throughout all operations.
- Excel in training and developing team members, with experience in collaboratively developing effective training manuals.
- Regarded for the ability to deliver outstanding results with the highest degree of expertise, service and professionalism.
Key Areas of Expertise
|
Leadership Problem Solving Training & Development |
Customer Service Interpersonal Communication Attention to Detail |
Organizational Management Quality Assurance MS Office Suite
|
Professional Synopsis
United Health Group, Columbia, MD 2016-Present
Customer Service Team Lead/ Acting Supervisor
- Received merit based promotion due to strong leadership abilities; mentor and coach team.
- Daily responsibilities include oversight of team performance, generating thorough reports and ensuring achievement of team goals.
- Implement effective training measures to increase overall performance.
- Provide top notch customer service to ensure overall satisfaction.
- Strictly track quality, policy compliance, service level and AHT for team.
United Health Group, Columbia, MD 2013-2016
Quality Assurance Analyst Team Lead
- Utilized excellent leadership skills to train and mentor 20+ Customer Service Representatives.
- Maintained quality assurance throughout all day to day operations; conducted audits and generated thorough reports.
- Developed and implemented highly effective customer service processes; trained team members appropriately.
- Ensured adherence to company, HIPAA and CMS regulations.
United Health Group, Columbia, MD 2010-2012
Quality Assurance Analyst
- Conducted thorough testing to ensure quality control across 3 facilities; oversaw auditing, procedure compliance and training initiatives.
- Demonstrated strong leadership skills while providing in depth training to newly hired associates.
- Implemented new policies to ensure overall customer satisfaction.
- Generated in depth reports; relaying important information to appropriate parties.
UnitedHealth Group, Columbia, MD 2010
Provider/Member Specialist
- Provided excellent customer support; managed inbound calls and inquiries via e-mail.
- Investigated coding errors and claim denials; made corrections as necessary.
Education & Professional Development
Business Management Coursework Completed, Strayer University White Marsh, MD; 2011-2012
Microsoft Excel I/II/II, System Source Certificate of Completion, Timonium, MD; 2012
Licensed Realtor, Frederick Academy of Real Estate, Bel Air, MD; 2003
Multiple Trainings on Quality Control; Manila, Philippines; Columbus, OH; Columbia, SC; Charleston, SC
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