Amanda Wesson
Regence BlueShield of Washington
Arlington,WA
13
years of professional experience
Dynamic customer service professional with a strong work ethic and exceptional communication skills, experienced at Regence BlueShield of Washington. Proven ability to resolve complex inquiries, enhance customer satisfaction, and streamline processes. Skilled in understanding medical terminology and preauthorization guidelines, delivering results that foster positive member experiences and loyalty.
Experienced with enhancing customer satisfaction through effective service strategies. Utilizes strong communication and conflict resolution skills to address and resolve issues promptly. Track record of working collaboratively with diverse teams to ensure seamless customer experience.
Work History
Personal Service Ambassador
1 Year 7 Months- Resolved member inquiries regarding benefits, claims, and eligibility with accurate, timely service.
- Guided callers through plan options, enrollment questions, and coverage details using clear communication.
- Documented interactions in CRM systems to maintain accurate records and seamless follow-up.
- Escalated complex issues to appropriate teams while preserving service quality and member confidence.
- Collaborated with internal departments to coordinate responses for billing, appeals, and account updates.
- Provided exceptional service for improved guest experiences and increased repeat business.
- Coordinated closely with other departments to address any gaps in the overall service experience effectively.
- Streamlined processes for efficient service delivery, reducing wait times for clients.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Adapted quickly to changing circumstances or new information, ensuring seamless continuity of service delivery during unexpected situations.
- Maintained a welcoming environment with attentive assistance to customers'' needs.
- Balanced multiple tasks simultaneously without sacrificing quality or timeliness of service provided.
- Assisted in training new employees, sharing best practices for exceptional customer service.
Customer Service Representative
8 Years 1 Month- Interpreted healthcare plan details and policy language to explain coverage, copays, deductibles, and authorization requirements.
- Processed service requests within call center systems while maintaining compliance with HIPAA and confidentiality standards.
- Documented complex customer interactions and escalated unresolved issues to appropriate internal departments for follow-up.
- Educated members on appeals, grievances, prior authorizations, and provider network procedures.
- Coordinated with claims, billing, and care teams to correct account discrepancies and improve case resolution.
Beauty Advisor
3 Years 3 Months- Advised customers on skincare, makeup, and fragrance selections based on individual needs.
- Demonstrated product features and application techniques to support purchase decisions.
- Processed sales transactions accurately using point-of-sale systems.
- Maintained clean, organized beauty counter displays and replenished merchandise.
- Built customer relationships through attentive service and product knowledge.
- Supported promotional events and seasonal merchandising initiatives.
Education
High School Diploma
Skills
Strong work ethic
Patience and composure
Exceptional communication
Customer service
Understanding medical terminology
Experienced with preauthorization guidelines
Timeline
Personal Service Ambassador
Regence BlueShield of Washington
12.2021 - 07.2023Read More
Customer Service Representative
Regence BlueShield of Washington
11.2013 - 12.2021Read More
Beauty Advisor
Clinique
08.2010 - 11.2013Read More
Arlington High School
High School Diploma
Read More