Amelia Darden
Richland,United States
Overview
7
7
years of professional experience
Work History
Senior Customer Service Representative
Premera Blue Cross Of Washington
Spokane, WA
07.2021 - Current
- Gave high level of service to both members and providers and other BlueCard plan in multiple geographic locations,
- Covered individual and group plans for all types of insurance coverage and performed complex issues with claims, for Medical , Pharmacy and Dental.
- Provided exceptional customer service through timely response to inquiries received via email or phone calls related to the website.
- Troubleshot issues with websites and fixed scripting and use issues.
- Investigated and resolved customer inquiries and complaints quickly.
Customer Service Representative
Aerotek/Maximus/CDC
Richland, WA, United States
04.2021 - 07.2021
- Researched assistance requested and offered accurate information to resolve issues and respond to inquiries
- Maintained compliance with established policies, procedures, regulatory and accreditation requirements, and applicable professional standards
- Answered phone calls throughout the day to provide information, set appointments and take messages
- Assisted with scheduling of COVID-19 Vaccine
RSM
The Hershey Company
Tri-Cities, WA, United States
03.2018 - 07.2021
- Cultivated a network of influential contacts at all levels of internal and external customers to achieve sales objectives within assigned territory
- Achieved all merchandising objectives through the effective use of Permanent Secondary Displays and other display vehicles established within the Retail Execution Plan
- Ticketed products with UPC and price, implemented signage, and followed plan-o-grams to promote sales
- Used successful selling abilities to deliver pitches, cultivate interest in products, and meet performance target.
- Excellent communication skills, both verbal and written.
Case Investigator / Contact Tracer
Aerotek/Washington State Department of Health
Richland, WA, United States
11.2020 - 04.2021
- Conducted empathetic phone interviews with people who tested positive for SARS-CoV-2, the virus that causes COVID-19, and those who were exposed
- Compiled and input survey data into an online database for the Washington State DOH to track the spread of the disease, particularly in high risk areas across Washington
- Managed complex caller concerns related to data privacy and answered technical questions surrounding WA contact tracing software, such as the State's monitoring and reporting system (Sara Alert)
Skills
- VOIP
- Problem resolution
- Canvas
- Team development
- Case investigation
- SharePoint
- Live chat support
- Team monitoring
- Salesforce CRM
- Advanced Mosaic Techniques
- Call center experience
- Conflict Resolution
- Rapport Building
- Medical terminology knowledge
Volunteer Experience
- Richland School District, 01/01/05, Present
- American Red Cross, 01/01/01, 01/01/03
Awards
Intrepid Award, 2019
Timeline
Senior Customer Service Representative
Premera Blue Cross Of Washington
07.2021 - Current
Customer Service Representative
Aerotek/Maximus/CDC
04.2021 - 07.2021
Case Investigator / Contact Tracer
Aerotek/Washington State Department of Health
11.2020 - 04.2021
RSM
The Hershey Company
03.2018 - 07.2021