         CUSTOMER SERVICE REPRESENTATIVE         Summary    A dependable, quality-focused specialist seeking an opportunity that offers a variety of challenges and responsibilities that would allow myself to contribute towards an organization while improving my leadership and technical skills. Exceptional talent for accuracy analyzing, projecting conflict and resolving issues. Continually providing input or solutions in problem solving on operational issues or procedures and perform administrative follow-up.      Skills          Able to demonstrate exceptional communication
skills, able to maintain effective and efficient communication within a team
environment.   Skillful initiation in organizing and
coordinating team meetings to manage and planned performance adherence.   Exceptional talent for accuracy analyzing,
projecting conflict and resolving issues. Continually providing input or
solutions in problem solving on operational issues or procedures and perform
administrative follow-up.

      Strong leader with
proven development abilities, capable of clearly presenting ideas, plans and
strategies to all levels of management.   Solid background in setting priorities and
deadlines, adjusting the flow and sequencing of the work to meet team needs.

            Experience      Company Name    City  ,   State    Customer Service Representative   10/2016   to   Current       Respond to and resolve customer service inquiries and issues by identifying the topic and type assistance the caller needs such as benefits, eligibility, claims, financial spending accounts and correspondence.  Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to include managing their health and well-being by selecting the best benefit plan options, maximizing the value of their health plan benefits and choosing a quality care provider.  Intervene with care providers (doctor's office) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when needed.  Assist customers in navigating through the self-service website and other UnitedHealth Group websites and encourage to be more self-sufficient.  Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues.  Meet the performance goals established for the position in the areas of efficiency, call quality, customer satisfaction, first call resolution and attendance.          Company Name    City  ,   State    Customer Service Representative   09/2014   to   02/2016       Served as first level contact for basic and routine customer service inquiries from new, current and prospective customers, shareholders, policy owners, agents and their staff Processed and/or route transactions, requests and inquiries following established procedures and resources Communicated with customers and team members to obtain required information and/or forms Trained and coach new team members Functioned as a resource to team members for review of potential process improvements Worked on committees regarding customer service, sales, policies, procedures and company events.          Company Name    City  ,   State    Juvenile Supervision Officer III   09/2011   to   01/2014       Provided day to day direct supervision to youths in a 24-hour detention facility in a manner that ensures the health, safety and welfare of each youth while following departmental policies, procedures, and standards Directed individual as well as group counseling to all youths; while increasing their personal awareness of responsibilities, choices, growth, and alternative lifestyle changes Made critically sound judgments and decisions during crisis and potentially dangerous situations; thoroughly document all actions taken, inform superiors, and debrief the plan of action with staff to ensure effective results Utilized graduated sanctions, and discipline youths by enforcing the rules of the facility as needed Applied de-escalation skills and handle with care techniques Conducted inspections, rounds and drills which include room checks and physical searches of youth.          Company Name    City  ,   State    Business Wireless Care Supervisor   05/2005   to   10/2009       Led and assisted a diverse team of twelve that was responsible for supporting the design, engineering and implementation of complex integrated product/network solutions.  Supervised and monitored the team's work flow to ensure an adequate work balance; reassigned resources where necessary to meet project deadlines in a timely manner.  Participated in hiring, termination, performance and salary reviews.  Contributed in weekly conference calls to discuss team goals and present new information used to improve customer service.          Education and Training      Masters of Science  :  Public Safety/Emergency Management   December 2017     Capella University  ,   City  ,   State      Public Safety/Emergency Management        Relevant Courses 	Collaboration, Communication, and Case Analysis for Master's Learners, Introduction to Research Methodology, Public Safety Ethnic and Cultural Awareness, Foundations of Emergency Management, Public Safety Leadership, Coordinating a Modern Emergency Management Program, Comprehensive Emergency Management: Response and Recovery, The Science Behind National Incident Management Systems, Comprehensive Emergency Management: Mitigation and Preparedness, Critical Infrastructure and Cyber Security, Integrative Project for Public Safety Learners              Bachelor of Arts & Science  :  Criminal Justice   August 2010     Florida A & M University  ,   City  ,   State      Criminal Justice Relevant Courses 	Introduction to Criminal Justice; Statistics in Criminal Justice; Theories in Criminal Behavior; Cases in Corrections; Research Methods in Criminal Justice; Police and Society; Race, Class and Justice; Penology; Contemporary Issues in Corrections; American Court System; Women and Crime; Social Problems        Skills    Criminal Justice, Public Safety, sales, scheduling     