Albert Barber
Durham,NC
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
23
23
years of professional experience
Work History
Customer Service Representative
Blue Cross & Blue Shield of North Carolina
Durham, NC
05.2022 - Current
- Utilize probing and creative problem-solving methods to resolve foundational customer inquiries on first contact
- Identify, understand, and anticipate customers’ unexpressed needs and concerns in a caring manner
- Act as a service relationship management professional for BCBSNC customers, employer groups and providers to successfully service healthcare insurance needs
- Educate and encourage members on use of alternative delivery channels including self-service, web, etc.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Account Specialist
Cintas
Durham, NC
03.2018 - 04.2022
- Managed the contracted services of 38 accounts that consisted of 1100+ locations across 7 states daily
- Provided exceptional customer service by responding promptly to phone calls and emails from customers.
- Researched and resolved customer inquiries regarding billing issues or payment disputes.
- Made outbound customer calls to gain information and/or to provide follow up to resolve customer issues
- Was a liaison between the external customers and various technicians
- Assisted customers with scheduling work upon request and as stated by contracts
- Provided prompt issue resolution for both internal and external customers.
Customer Service Team Leader
Blue Cross & Blue Shield of North Carolina
Durham, NC
01.2007 - 06.2017
- Managed daily business activities and provide leadership and direction to team members and set team goals and expectations
- Provided ongoing coaching to team members to ensure performance and behaviors are aligned with company expectations
- Wrote and administered performance reviews to assess team member’s talent, strengths, areas of opportunities and future career goals
- Responded to and resolved employee relations matters by providing appropriate coaching, counseling and resolution
- Ensured employees had appropriate training, resources and system access to ensure they can handle customer inquiries
- Conducted both scheduled and random quality audits of team member’s work; review and audit results with employees and create action plans as necessary
- Responded to escalated issues from customers to ensuring customer satisfaction
- Participated in Interview Days and Open House events to ensure solid candidates were selected
- Addressed disciplinary and performance problems according to company policies creating action plans outlining corrective action as needed.
Customer Service Professional/Member Stakeholder
Blue Cross & Blue Shield of North Carolina
Durham, NC
08.2005 - 01.2007
- Assisted members and provider with questions concerning benefits and eligibility and claims questions
- Provided stellar customer service to members and providers by researching concerns in an effective and efficient manner
- Attended corporate initiatives such as job fairs, interview days and open houses to assist leadership in selecting positive and professional candidates.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Assistant Store Manager
Home Depot
Durham, NC
01.2001 - 10.2005
- Assisted in running the day-to-day operations of Home Improvement store with 100+ associates
- Conducted weekly sales meetings to review and reinforce associate’s sales and sales goals
- Analyzed trends, solved problems, trained, coached, and developed associates to maximize the stores success
- Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members.
- Resolved customer complaints and associate issues in a timely manner and addressed any issues that may arise during store hours.
- Managed the day-to-day operations of the store, including customer service, inventory management and staff scheduling.
Education
Some College (No Degree) - Behavioral And Social Sciences
North Carolina Central University
Durham, NCSkills
- Recruiting
- Patient Education
- Facilitation and Training
- Public Speaking
- Scheduling
- Leadership 200/201
- Persuasive Presentation
- Flawless Consulting
- Lean 101/102
Timeline
Customer Service Representative
Blue Cross & Blue Shield of North Carolina
05.2022 - Current
Account Specialist
Cintas
03.2018 - 04.2022
Customer Service Team Leader
Blue Cross & Blue Shield of North Carolina
01.2007 - 06.2017
Customer Service Professional/Member Stakeholder
Blue Cross & Blue Shield of North Carolina
08.2005 - 01.2007
Assistant Store Manager
Home Depot
01.2001 - 10.2005
Some College (No Degree) - Behavioral And Social Sciences
North Carolina Central University