Heather Rose
Canyon Country
Summary
Dynamic and adaptable professional with a proven track record at United Healthcare, excelling in problem resolution and teamwork. Demonstrated ability to manage high call volumes and foster positive customer experiences, complemented by adeptness in Maestro systems. Trained peers, showcasing commitment to continuous improvement and customer satisfaction.
Professional representative with robust experience and strong commitment to delivering exceptional results. Effective at collaborating within teams and adapting to changing needs to ensure reliability and success. Skilled in communication, problem-solving, and customer relations, with focus on achieving impactful outcomes. Valued for proactive approach, integrity, and ability to build lasting professional relationships.
Overview
11
11
years of professional experience
Work History
Customer Service Advocate4Me Rep
United Healthcare
01.2022 - Current
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted with OJT from September 2023-December2023.
- Assisting with outbound calls to members, when they have called their benefits department in error, and further assistance with resolution.
- Experience with Maestro systems and navigation.
- Outbound UES callbacks to do a satisfaction touch base, and further investigation if needed.
Bar Tender & Food Server
Bubba Gump Shrimp Company Restaurant
04.2014 - 01.2022
- Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
- Performed opening and closing duties, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
- Contributed to a positive work environment through effective teamwork and communication with colleagues.
- Trained new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.
Education
No Degree - Musical Theatre
The American Musical And Dramatic Academy
NYC, New York06-2004
Skills
- Problem resolution
- Time management
- Active listening
- Punctual
- Adaptability
- Customer support
- Teamwork and collaboration
- Coachable
Timeline
Customer Service Advocate4Me Rep
United Healthcare
01.2022 - Current
Bar Tender & Food Server
Bubba Gump Shrimp Company Restaurant
04.2014 - 01.2022
No Degree - Musical Theatre
The American Musical And Dramatic Academy
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