Summary
Overview
Work History
Education
Skills
Timeline
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Dorothy White

Benton

Summary

Dynamic Member Advocate at United Healthcare with a proven track record in effective problem resolution and customer engagement. Leveraged strong decision-making skills to enhance member satisfaction and foster trust. Recognized for consistently exceeding performance metrics while maintaining HIPAA compliance and promoting a collaborative team environment.

Driven professional with strong foundation in member support and advocacy. Proven ability to address and resolve member concerns efficiently, while fostering collaborative team atmosphere. Recognized for adaptability and commitment to achieving high standards and results in fluctuating environments.

Overview

20
20
years of professional experience

Work History

Member Advocate

United Healthcare
09.2015 - 05.2025
  • Contributed to a positive work environment by cooperating with colleagues and maintaining open lines of communication across departments.
  • Maintained detailed records of all interactions, allowing for easy reference and improved follow-up on outstanding matters.
  • Leveraged strong problem-solving skills to address complex member issues efficiently and effectively.
  • Conducted thorough research on member issues, ensuring accurate information was provided for optimal resolution.
  • Developed strong relationships with members, fostering trust and loyalty to the organization.
  • Consistently met or exceeded performance metrics related to response times, issue resolution rates, and overall customer satisfaction scores.
  • Educated members on available resources and services, increasing their engagement with the organization.
  • Stayed calm under pressure to and successfully dealt with difficult situations.

Customer Service Supervisor

Xerox/JP Morgan Chase
06.2005 - 06.2015
  • Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
  • Collaborated with other departments to address recurring customer concerns, improving overall service quality.
  • Coached employees through day-to-day work and complex problems.
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
  • Enhanced team productivity through regular coaching, feedback, and performance evaluations.
  • Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.

Education

Benton Academy
Benton,MS

Skills

  • Effective decision-making
  • Client interaction
  • Experienced in effective problem-solving
  • Adept at prioritizing tasks simultaneously
  • Proficient in team collaboration
  • Knowledge of HIPAA compliance
  • Effective client communication

Timeline

Member Advocate

United Healthcare
09.2015 - 05.2025

Customer Service Supervisor

Xerox/JP Morgan Chase
06.2005 - 06.2015

Benton Academy

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Dorothy White