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Work Background
UnitedHealth GroupCapability Analyst
Aug. 2018De Pere, Wisconsin, United States
UnitedHealth GroupOps Manager - Critical Resolution Team
Nov. 2016 - Aug. 2018Assist my team with remediation and resolution of global employer group related issues and concerns. Determine areas of improvement for departments directly related to the implementation and handling of the employer group business model. Coordinate the creation and updating of business processes to better meet the needs of our customers.
UnitedHealth GroupSr Service Account Manager, Critical ResolutionTeam
Sep. 2013 - Nov. 2016Green Bay, Wisconsin AreaRemediate and resolve global issues and concerns that arise for our employer group business. Help determine areas of improvement for departments directly related to the implementation and handling of the employer group business model. Help create/ update business processes to better meet the needs of our customers.
UnitedHealth GroupSupervisor Medicare and Retirement
Aug. 2010 - Sep. 2013Coached for results with Customer Care Professionals to deliver best-in-class customer service. Directed, monitored, and provided feedback for Customer Care Professionals and Team Leads on service, career-pathing, performance, scheduling, payroll and HR issues.
UnitedHealth GroupCustomer Service Team Lead
Aug. 2008 - Aug. 2010Green Bay, Wisconsin AreaResolved escalated call situations. Presented material in team meetings to assist in the uptraining of CCP's.
UnitedHealth GroupLicensened Insurance Telesales Agent
Aug. 2007 - Aug. 2008Green Bay, Wisconsin AreaAssisted prospects in understanding the plans options available to them.
Enrolled prospects into Medicare Advantage plan or Part D Drug plan coverage.
UnitedHealth GroupCustomer Service Representative - Part D plans
Aug. 2006 - Aug. 2007Green Bay, Wisconsin AreaAnswered customer questions and concerns about their plans.
Marquette UniversityMilwaukBuilding Supervisor
Feb. 2003 - May. 2006Greater Milwaukee AreaOpened and closed the building, restocked paper towel and spray bottles, monitored chemicals in the pools, laundered towels, was trained in CPR for adults and children, and in the use of an AED.
Osco DrugPharmacy Technician
Sep. 1999 - Aug. 2006Green Bay, Wisconsin AreaInput prescription information, stocked medication, counted out medications to fulfill prescription requests, cashiered.
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