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Sheva Marie S.

Customer Service Specialist

Verified
$10/hr
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Outline

Looking for Full-Time work (8 hours/day) at $10/hour

Bachelor's Degree

English proficiency Conversational

Professional Summary

Clear, empathetic, and professional verbal and written communication. Thinks critically and adapts to unexpected challenges.

Skills & Experience

Skills

Customer Support > Chat Support> Customer Support Inbound and Outbound 2-5 Years
Customer Support > Technical Support, Data Entry , typing, administration , 1-2 Years
Customer Support > Active Listening problem solving. 5-10 Years
Leadership and Management Skills, Planning a nd Organizing, critical thinkimg and problem solving, Teamwork & collaboration. 2-5 Years

Experience highlights

Customer Experience (CE) Supervisor
OPTUM GLOBAL SOLUTIONS INC. · January/2024 – /
• Handled CE analysts and interns for Digital India and Dual Special Needs Plan (DSNP)
• Track, consolidate and reporting QA performance, Target Audit performance, Coaching completion, Analysis, and other reporting owned by the team.
• Creating, preparing materials, presenting during performance call, call listening sessions, calibration sessions and other client calls/meetings.
Training Intern – Medicare Advantage Plans and Prescription Drug Plan
OPTUM GLOBAL SOLUTIONS INC. · August/2023 – Present
• Facilitated Wave 1 Digital training in India for three (3) months and made sure that agenda daily was followed.
• Provided real-time support to any advocate inquiry during their OJT.
• Conducting training, drills to advocates as refreshers.
• Facilitated Wave 1 Digital to Voice India training.
Chat/Email Support – Medicare Advantage Plans and Prescription Drug Plan
OPTUM GLOBAL SOLUTIONS INC. · May/2022 – Present
• Communicate with members through live chat to answer their questions regarding benefits, billing, and plan information.
• Communicate with member through email to answer their questions regarding benefits, billing, and plan information.
• Ability to multi-task if multiple chats are being received.
• Call back members if needed to resolve their concern.
Assistant Manager Apprentice – Medicare Advantage Plans and Prescription Drug Plan
OPTUM GLOBAL SOLUTIONS INC. · August/2021 – Present
• Answer questions from advocates and provide guidance and feedback.
• Anticipate escalation and take over calls when needed.
• Measure team performance with key metrics such as Net Promoter Score (NPS), User Experience Survey (UES), 2in48 and Adherence.
• Provide coaching to advocates in a weekly basis.
• Sending advocates their daily performance scorecard.
• Regularly updating advocates on the changes of the process.
• Utilize appropriate knowledge resources to drive resolution.
Chat/Email Support – Medicare Advantage Plans and Prescription Drug Plan
OPTUM GLOBAL SOLUTIONS INC. · February/2021 – Present
• Communicate with members through live chat to answer their questions regarding benefits, billing, and plan information.
• Communicate with member through email to answer their questions regarding benefits, billing, and plan information.
• Ability to multi-task if multiple chats are being received.
• Call back members if needed to resolve their concern.
• Acting as Overall Point of Contact (POC) for the team especially if Supervisor is on-leave.
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