Summary
Overview
Work History
Education
Skills
Timeline
Generic

Danicha Bassett

Machesney Park

Summary

Proven track record in enhancing customer satisfaction and loyalty, demonstrated during my tenure at UnitedHealthcare. Skilled in CRM software and adept at complaint handling, I excel in fast-paced environments, ensuring swift problem resolution. Achieved significant improvements in client satisfaction rates through effective communication and critical thinking.

Overview

20
20
years of professional experience

Work History

Customer Service Account Manager

UnitedHealthcare
11.2022 - Current
  • Served as a liaison between customers and other departments, ensuring seamless communication and timely resolution of issues.
  • Maintained up-to-date knowledge of product and service changes.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Responded proactively and positively to rapid change.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Trained staff on operating procedures and company services.
  • Streamlined account management processes for improved efficiency and productivity.

Paraprofessional

Easterseals Academy
04.2016 - Current
  • Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
  • Improved classroom management by assisting teachers with behavioral interventions and monitoring student progress.
  • Supervised students during non-instructional periods such as lunch, recess, or field trips, ensuring safety at all times.
  • Enhanced student support by delivering one-on-one and small group assistance in various subjects.
  • Delivered personalized educational, behavioral, and emotional support to individual students to enable positive learning outcomes.
  • Implemented behavior management techniques effectively to maintain a structured learning environment conducive to student success.
  • Assisted in maintaining engaging and respectful educational environment by promoting discipline and cooperation.
  • Kept classrooms clean, neat, and properly sanitized for student health and classroom efficiency.

Customer Service Representative

UnitedHealthcare
11.2021 - 11.2022
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Answered constant flow of customer calls with minimal wait times.
  • Updated account information to maintain customer records.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

Assembly Line Production Worker

Chrysler
07.2018 - 06.2020
  • Maintained a clean and organized workstation, ensuring optimal productivity and safety for all workers.
  • Contributed to overall team success by meeting daily production targets consistently.
  • Collaborated effectively with team members to maintain smooth workflow and efficient product assembly.
  • Demonstrated adaptability by learning new procedures quickly when changes were implemented on the production line.
  • Reduced errors in assembled products by maintaining a keen attention to detail and following instructions closely.
  • Enhanced production efficiency by assembling products quickly and accurately on the assembly line.
  • Assisted with training new employees, sharing expertise and best practices for assembly line work.
  • Conducted routine maintenance checks on equipment, ensuring proper functionality at all times.

Customer Service Representative

APAC Customer Services
04.2012 - 03.2016
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Answered constant flow of customer calls with minimal wait times.
  • Updated account information to maintain customer records.
  • Responded to customer requests for products, services, and company information.
  • Developed customer service policies and procedures to meet and exceed industry service standards.

Direct Support Professional

Milestone
02.2010 - 06.2014
  • Administered medication as directed by physician.
  • Maintained clean, safe, and well-organized patient environment.
  • Documented progress notes thoroughly to track client achievements, concerns, or changes in behavior patterns that may need attention from the interdisciplinary team.
  • Assisted clients with daily living needs to maintain self-esteem and general wellness.
  • Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
  • Supported clients with personal care tasks, ensuring their dignity and privacy were maintained at all times.
  • Provided ongoing communication between clients, families, and other service providers to enhance overall care coordination efforts.
  • Assisted disabled clients to support independence and well-being.
  • Maintained a safe and inclusive environment by addressing behavioral challenges with patience and understanding.

Caregiver

Anam Healthcare
06.2004 - 01.2010
  • Assisted clients with activities of daily living, promoting independence and quality of life.
  • Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
  • Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
  • Performed light housekeeping duties to maintain cleanliness standards while respecting the patient''s personal space.
  • Built strong relationships with clients to deliver emotional support and companionship.
  • Assisted clients with daily living needs to maintain self-esteem and general wellness.
  • Assisted patients with self-administered medications.
  • Prioritized patient dignity, privacy, and autonomy during all aspects of care provision.

Education

High School Diploma -

East High School
Rockford, IL

Associate of Science - Nursing

Rock Valley College
Rockford, IL

Skills

  • Complaint Handling
  • Customer satisfaction measurement
  • Email Etiquette
  • Feedback collection
  • Escalation management
  • Customer Service
  • Service recovery
  • CRM Software
  • Critical Thinking
  • Active Listening
  • Problem Resolution

Timeline

Customer Service Account Manager

UnitedHealthcare
11.2022 - Current

Customer Service Representative

UnitedHealthcare
11.2021 - 11.2022

Assembly Line Production Worker

Chrysler
07.2018 - 06.2020

Paraprofessional

Easterseals Academy
04.2016 - Current

Customer Service Representative

APAC Customer Services
04.2012 - 03.2016

Direct Support Professional

Milestone
02.2010 - 06.2014

Caregiver

Anam Healthcare
06.2004 - 01.2010

High School Diploma -

East High School

Associate of Science - Nursing

Rock Valley College

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Danicha Bassett