Experienced, focused, organized professional, dedicated to excel seeking gainful employment
Complete embodiment of excellent time management skills, organizational skills, and effective oral plus written communication skills. Works hands on with new hires as subject matter expert.
Multi-tasks to achieve project goals, complete duties related office automation, including operating general office machines (MS Office Suite)
I apply keen attention to details, filing, maintaining personal client files/records, as well as preparing/receiving certified or registered mail.
Customer Service Professional January 2013 to CurrentBlue Cross Blue － Durham, NC
Commits to the mission, vision, and values of the company by delivering seamless, energetic and innovative service solutions to increase stakeholder satisfaction and retain customers.
Researches and provides information and resources to operations staff to increase accurate processing, call handling, data entry, and resolution of issues
Documents corrective measures and provided instructions as needed to internal business areas to ensure prompt resolution and response to customer inquiries.
Identifies and obtains information and records from customers, members, providers and/or employer groups to correct/update information, claims and membership records when necessary.
Recognizes patterns of inconsistent and/or inaccurate claims filling practices among customers and providers, educated customers and providers on acceptable BCBSNC practices and policies.
Performs phone/email outreach to BCBSNC vendors and business partners to resolve service issues.
Identifies, understands and anticipates customers unexpressed needs and concerns in a caring manner.
Works collaboratively with Sales, Healthcare and Network Management partners to further optimize customer, employer, group, and provider relations by identifying opportunities to promote stakeholder programs.
Promotes programs, making sound decisions to apply the most appropriate "stakeholder centric" course of action to respond to needs.
Educates and encourages customers on use of alternative delivery channels including self service, web etc.
Identifies and communicates process, product or systems improvement opportunities to improve overall stakeholder experience.
Interfaces with local, state and federal governmental entities and plan participants regarding BCBSNC products, services and policies.
Researches current authorizations to communicate status of approval denial from Utilization Management.
Partners with the business area(s) to ensure procedures are current and may participate in the revision of business processes and procedures as needed.
Attends and/or presents at team meetings to keep teams informed of audit activities, issues and decisions
Customer Service Professional January 2010 to January 2013Time Warner Cable － Morrisville, NC
Provided quality customer service via telephone, or by other correspondence with customers.
Performed necessary functions for new and prospective customers, including scheduling of installations, entering account information on a computerized system.
Upgrade/Up sold services by providing pertinent information on service availability.
Listened intently to buying clues for potential sales opportunities.
Developed the ability to use common rapport to find the need and deliver the value on all products available to every customer on every call.
Resolved customers' service or billing complaints by performing activities such as billing adjustments while meeting all quotas related.
Reserved records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
Customer Service Associate January 2008 to January 2009ACS － Raleigh, NC
Handled a high influx of inbound calls in a dynamic call center like environment.
Accepted assignments with an open, cooperative, positive and team-oriented attitude.
Ensured that appropriate changes were made to resolve customers' problem.
Escalated unresolved customer grievances to designated personnel for further investigation.
Exercised strong interpersonal communication skills with customers and department personnel.
Contacted customers notifying them of claim investigation results and any planned adjustment.
Communicated efficiently and professionally to customer inquiries. and requests and resolved issues.
January 2007 to January 2008Telemarketing Concepts
B2B Sales for Verizon Fios to small business contacts via telesales.
Created unique avenues to connect to business owners need for dependable long distance.
Education and Training
Bachelor of ArtsUniversity of North Carolina At Greensboro