Laveloni Flowers
@laveloniflowers
Diligent Customer Service Specialist with expertise in conflict resolution.
United StatesWhat I'm looking for
As a dedicated Customer Service Specialist, I have consistently demonstrated my commitment to excellence in customer satisfaction and team leadership. My experience at United Health Group has equipped me with the skills to maintain a remarkable customer resolution rate of 95%. I take pride in my ability to analyze process metrics and facilitate effective communication among team members, ensuring that we meet and exceed our established goals.
Throughout my career, I have embraced opportunities to lead and mentor others, resulting in a 17% increase in customer satisfaction ratings. My proactive approach to problem-solving and my ability to engage with customers through various channels have allowed me to build strong relationships and foster loyalty. I am passionate about contributing to organizational success and continuously seek to enhance my knowledge and skills in customer service and data analytics.
Experience
Work history, roles, and key accomplishments
Supervisor
United Health Group
Oct 2007 - Present (17 years 11 months)
Maintained a customer resolution rate of 95% over my tenure with the company, and the team I oversee. Tracked and analyzed process metrics using MyMetrics, PMT, Tableau, and Power BI. Conducted file reviews, audits, and monitored calls to ensure achievement of established goals using Nexidia and Qfiniti.
Team Lead
United Health Group
Oct 2016 - Aug 2022 (5 years 10 months)
Provided administrative support to a team of 20+ employees, including calendar management, expense reporting, and meeting coordination. Cross-trained new team members, resulting in a 17% increase in customer satisfaction ratings. Engaged with customers through live chat, email, and phone to ensure satisfaction.
Account Advocate
United Health Group
Assisted over 40 clients daily with their needs and concerns via phone, web chat, email, and fax. Coordinated internally with operations and logistics to maintain knowledge of new company products. Trained new hires on products and services, best practices, and protocols to reduce process gaps.
Education
Degrees, certifications, and relevant coursework
Miami Carol City Senior High
High School Diploma, General Studies
Completed high school education, gaining foundational knowledge and skills. Graduated with a focus on general studies.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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