Tina Cerrillo
Surprise
Summary
Seasoned Senior Service Advocate with a proven track record in leading teams to foster loyalty through proactive care of provider needs. Expert in diverse plan benefits and procedures. Seeking a leadership role with advancement opportunities. Empathetic leader with sharp eye for detail, dept at connecting emotionally and providing unwavering support. Highly organized, excelling at managing multiple priorities with precision and a positive attitude. Ready to drive team success and achieve goals.
Overview
10
10
years of professional experience
Work History
Sr. Provider Service Advocate
UnitedHealthcare
05.2015 - Current
- Improved customer satisfaction by promptly addressing inquiries and resolving issues.
- Supported team members, fostering a collaborative and productive work environment.
- Demonstrated empathy and active listening skills when dealing with frustrated customers, diffusing tense situations effectively.
- Exceeded performance metrics consistently by prioritizing tasks effectively and efficiently.
- Handled escalations professionally, demonstrating composure under pressure while finding satisfactory solutions for both parties involved.
- Documented calls accurately, maintaining organized records for future reference or escalation purposes if needed.
- Managed high call volumes while maintaining quality service standards and positive customer interactions.
- Assisted Cares team during the pandemic for relief funds
- Previous experience in mentoring and training others
- Strong understanding and use of provider resource tools, benefit interpretation.
- Conducted thorough research to resolve complex client concerns, resulting in satisfactory outcomes.
- Experienced with all technical applications used within the provider group.
- Strong understanding and use of personal computer and Windows PC applications.
Education
High School Diploma - General Studies
Highlands High School
North Highlands, CA06.2006
Skills
- Decision-making
- Complaint handling
- Complex Problem-solving
- Mentorship
- Research proficiency
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Leadership skills
- Problem-solving abilities
- Multitasking
- Reliability
- Organizational skills
- Excellent communication
- Active listening
- Effective communication
- Adaptability and flexibility
- Verbal and written communication
Timeline
Sr. Provider Service Advocate
UnitedHealthcare
05.2015 - Current
High School Diploma - General Studies
Highlands High School
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