ADAIR A DUARTE
Los Angeles
Summary
Client Service Manager with robust experience and strong focus on delivering impactful results. Skilled in team collaboration and adapting to changing needs. Proficient in client relationship management, problem-solving, and effective communication. Known for reliability and results-driven approach in achieving organizational goals.
Overview
14
14
years of professional experience
Work History
Dedicated Client Service Manager
UNITEDHEALTH GROUP
08.2021 - Current
- Assisting brokers and members with all post-installation service-related issues. Service inquiries may include but are not limited to Billing, Eligibility, Claims, Benefits, Education on the self-service options of the portal, Voluntary group terminations coverages and Flex Spending Accounts via inbound and outbound pipeline call flow
- Ensuring all emails and calls are handled with pristine customer experience and following call metric guidelines
- Managed a diverse portfolio of clients, balancing their needs while optimizing resources efficiently.
- Offering further troubleshooting escalations with supervisors and specialized support departments for resolution
- Successfully resolved high-level escalations quickly, preserving client trust and confidence in our services.
Digital Business Banker 3
WELLS FARGO
11.2020 - 08.2021
- Maintaining a primary focus on maximizing small business checking accounts via pipeline
- Provide seamless customer service with outbound and inbound call flow while abiding to compliance guidelines
- Strive to meet metrics and balance performance
- Review client documentation to ensure all compliance and regulations are in accordance with bank policies and procedures
- Coordinated with various departments to ensure seamless delivery of banking services across all channels.
Department Supervisor
BED BATH & BEYOND
07.2017 - 08.2020
- Coordinate and supervise department activities to achieve desired objectives
- Managed team of 10 employees, delegated tasks and held each employee accountable for completing assignments.
- Develop best practices to ensure quality and productivity
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Mentored junior staff members to develop their skills and advance within the company, increasing overall productivity and team performance.
- Fostered a positive working environment by actively engaging in team-building activities, promoting open communication channels, and recognizing individual achievements.
Account Manager Small Business Deposits
BANK OF AMERICA
03.2011 - 05.2017
- Advising small business clients with managing their deposit accounts, business card and online banking profile with utmost highest levels of customer experience through incoming call pipelines
- Managed over 50 customer calls per day
- Also utilize relationship-building and problem resolution skills to determine most appropriate product and/or services while working cohesively with peers and team managers to meet and exceed metric goals
- Assisted as instructor for two new hires classes as OJT coach, also was Mentor to three new hire associates to facilitate their onboarding experience
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
Education
Bachelor of Science Degree - Communications
CALIFORNIA STATE UNIVERSITY
Northridge, CA01.2009
Skills
- Account management
- Cross-functional coordination
- Professional telephone demeanor
- Complaint resolution
- Medical terminology knowledge
- Effective problem solving
Timeline
Dedicated Client Service Manager
UNITEDHEALTH GROUP
08.2021 - Current
Digital Business Banker 3
WELLS FARGO
11.2020 - 08.2021
Department Supervisor
BED BATH & BEYOND
07.2017 - 08.2020
Account Manager Small Business Deposits
BANK OF AMERICA
03.2011 - 05.2017
Bachelor of Science Degree - Communications
CALIFORNIA STATE UNIVERSITY
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