Staci-lee Chin
Tampa,FL
Summary
More than 10 years’ successful experience in customer service/sales and support with recognized strengths in account maintenance, problem-solving and trouble-shooting, sales staff support, and planning/implementing proactive procedures and systems to avoid problems in the first place. Proficient working knowledge of Microsoft Office System (including Microsoft Excel, Word Perfect, Microsoft Word, Microsoft Power Point, Microsoft Outlook). Ability to demonstrate successful negotiation skills
Overview
17
17
years of professional experience
Work History
Complaints and Issues Specialist 111
Wellcare Health Plan
04.2014 - Current
- Response to member and provider inquiries (phone, written, or walk-in) regarding all aspects of Wellcare business, including claims, in a professional, timely, accurate and caring manner while consistently meeting guidelines.
- Works closely with Medicare recipients to guide and assist prospects in understanding Medicare and Medicare Supplement plans as well as educating them on their choices for other plans
- Listened and responded to customer requests and forwarded necessary information to superiors.
- Enhanced team productivity by streamlining processes and implementing time-saving strategies.
- Collaborated with teams to achieve goals on time and within timeframe
- Earned recognition as a top performer consistently exceeding targets throughout my tenure as a specialist in the field.
- Followed all company policies and procedures to deliver quality work.
- Developed strong client relationships through consistent communication and attentive service.
Disputes Specialist, High Value Service (HVS)
capital one finance
01.2010 - 04.2014
- Provides complex research and analysis of customer account activity and takes appropriate and corrective action through verification of legitimate usage and dispute rights
- Advocates for customers with questionable transaction.
- Contributed to departmental goals by meeting or exceeding key performance indicators related to dispute resolution and customer satisfaction.
- Maintained accurate records of all disputes, ensuring proper documentation was in place for future reference or audits.
- Provided comprehensive training to new team members on dispute processes and best practices, enhancing overall team performance.
- Handled sensitive situations professionally, demonstrating empathy towards customers while enforcing company policies fairly.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Host Before and After School Care
Hillsborough County School District
01.2007 - 02.2010
- Working with children to help better their education
- Tutoring and working with children who has disability
- providing a safe, supervised environment for children during the critical hours before and after school.
- Helping students grow in a safe, educationally enriched, fun environment.
- Daily plans include homework assistance, academic enrichment, art, crafts, indoor/outdoor games, and field trips.
Direct Marketing Services /Customer service
Humana Insurance
01.2009 - 06.2009
- Works closely with Medicare recipients to guide and assist prospects in understanding Medicare Advantage and Medicare Supplement plans as well as re-enrolling current clients and educating them on their choices for other plans.
SAC Representative Sales Specialist
Alltel Communication
01.2008 - 01.2009
- Interfaced with customers to identify needs, field questions, and facilitate sales
- Worked closely with management to process paperwork
- Handled high-volume calls utilizing multiple systems
- Supported customers by opening new accounts and upgrading existing service
Education
Wolmer’s High School
Kingston, JamaicaEducation Inc. Private Christian School
400 Barton Blvd St 204, Rockledge, FL,32955Erwin Technical
2010 E Hillsborough Ave, Tampa, FL 33610Skills
- Proficient working knowledge of Microsoft Office System (including Microsoft Excel, WordPerfect, Microsoft Word, Microsoft Power Point, Microsoft Outlook)
- Embraces change initiatives and exceed objectives
- Consistently demonstrates ownership of targets and delivery of work
- Demonstrates awareness recognizing individual performance impact teams targets and company effectiveness
- Expert Problem Solving
- Documentation Management
- Advanced Communication
- Proficient in everyday systems
Professional Development
- First Aid, CPR and AED Certification
- Capital One Claims Certification
- Senior Grievance Coordinator
- Grievance Mentorship program
- Grievance Certified Trainer
Timeline
Complaints and Issues Specialist 111
Wellcare Health Plan
04.2014 - Current
Disputes Specialist, High Value Service (HVS)
capital one finance
01.2010 - 04.2014
Direct Marketing Services /Customer service
Humana Insurance
01.2009 - 06.2009
SAC Representative Sales Specialist
Alltel Communication
01.2008 - 01.2009
Host Before and After School Care
Hillsborough County School District
01.2007 - 02.2010
Wolmer’s High School
Education Inc. Private Christian School
Erwin Technical
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