Linda Daughtrey

*Customer Service Representative

*****Shyftoff / Nation Benefits

June 2017- January 2020

Provided assistance with employee benefits, health insurance plans, and enrollment inquiries. Resolved claims, billing, and eligibility issues with professionalism and empathy. Educated customers on benefit options, maintaining detailed records in compliance with privacy regulations. Met performance metrics, collaborated on escalations, and improved service workflows.

Customer Service Representative

*Teleperformance / UnitedHealthcare

*April 2021- November 2024

Assisted members with inquiries related to healthcare plans, billing, claims, and benefits, ensuring accurate and timely resolutions. Educated customers on plan options, enrollment processes, and coverage details, enhancing their understanding of healthcare services. Handled high call volumes efficiently while maintaining qualit2 service and meeting performance targets. Demonstrated empathy and professionalism when addressing sensitive health-related concerns. Documented customer interactions in compliance with company protocols and HIPAA regulations. Resolved complaints and escalations by collaborating with internal departments, achieving a high satisfaction rate. Consistently met or exceeded key performance metrics, including customer satisfaction, call resolution time, and adherence to compliance standards. 

Key Skills

• High-level problem-solving abilities

• Customer Relationship Management (CRM) 

• Problem Solving and Conflict Resolution 

• Verbal and Written Communication  

• Time Management and Multitasking 

• Sales and Upselling Techniques 

• Proficiency in Microsoft Office Suite and CRM Software