Aazer Bhatti
Simpsonville,SC
Summary
Customer support professional with extensive experience in delivering exceptional service across phone, chat, and omni-channel platforms. Proven ability to communicate effectively in writing while multitasking across various systems to resolve complex issues. Committed to providing empathetic and accurate support that aligns with company values, ensuring a positive customer experience at every interaction. Recognized for a strong work ethic and dedication to continuous improvement in service delivery.
Overview
8
8
years of professional experience
Work History
Member Advocate
Blue Cross Blue Shield of Massachusetts
10.2022 - Current
- Provide empathetic chat and digital support to Medicare members across Medex, Medex Pharmacy, Medicare Advantage and Dental Blue 65 plans.
- Resolved complex inquiries as part of the C3 Support Team, supporting coverage and provider transitions.
- Serving as a Back-Up Diabetes Navigator, delivering personalized guidance to diabetic members.
- Contributed to establishment of first dedicated pharmacy split, addressing member pharmacy needs.
- Navigate multiple systems simultaneously (BlueView, RTMS, COS, SharePoint) to deliver accurate resolutions.
- Supported Omni-Channel, moving from backup to full-time chat support during the Annual Enrollment Period.
- Handled multiple concurrent chats while maintaining clear, professional written communication while exceeding key performance metrics.
- Mentored advocates transitioning back from leave to ensure smooth reintegration.
- Currently part of the PPO Saver Transition Team, helping members navigate plan changes and transition-related questions.
Call Center Agent
County Waste
08.2021 - 01.2022
- Supported customers via phone using CRM systems to document service requests and complaints.
- Applied active listening and de-escalation skills to resolve concerns and retain customers.
- Followed scripts and workflows to improve efficiency and reduce call times.
- Met company standards by taking a minimum of 60 calls a day
- Performed effectively in a remote work environment.
Floor Manager
H&N Gift Shop
03.2018 - 12.2019
- Managed daily store operations, cash handling, and inventory.
- Trained and mentored staff on sales techniques and customer service standards.
- Delivered customer-focused sales experiences and supported store marketing efforts.
- Supervised daily operations to ensure efficient workflow and optimal customer service.
- Developed visual merchandising strategies to enhance product displays and attract customers.
- Collaborated with vendors to negotiate favorable terms and maintain strong supplier relationships.
Education
Some College (No Degree) - Film Production
Borough of Manhattan Community College
New York (City), NYHigh School Diploma -
Mechanicville High School
Mechanicville, NY2011
Skills
- Customer service excellence (phone, chat, and email support)
- Professional written and chat communication
- Call center operations and client support
- CRM and omnichannel support platforms
- BlueView, RTMS, COS, NASCO,SharePoint efficient
- Accurate data entry and record management
- Multitasking and time management in fast-paced environments
- Remote work efficiency and self-management
- Strong organizational and workflow prioritization skills
- Strong empathy and active listening skills
- Flexibility to work varied schedules based on business needs
- Personal accountability
Timeline
Member Advocate
Blue Cross Blue Shield of Massachusetts
10.2022 - Current
Call Center Agent
County Waste
08.2021 - 01.2022
Floor Manager
H&N Gift Shop
03.2018 - 12.2019
Some College (No Degree) - Film Production
Borough of Manhattan Community College
High School Diploma -
Mechanicville High School