Tonya Caldwell

Senior Customer Service Representative @UnitedHealth Group

Known for my expertise in providing customer service support to internal and external customers. Consistently building and sustaining positive relationships through direct and indirect communication. Responsible for maintaining and working directly with high profile clients. Also assisted in facilitating training for new hire reps. Results:• Lead and participate in special projects, generally workflow related to new business• Serve as the liaison to a complex customer base to manage first level response and resolution of escalated issues with external and internal customers• Monitor issues to ensure they are resolved within expected turnaround times, specifically in accordance with performance guarantees when applicable• Proactively update the client, providers and members on issue status as required. • Investigate claim and/or customer service issues as identified and communicate resolution to clients and providers• Identified training opportunities: such as lunch and learn the development of training materials and delivered training.