ANDREA WRIGHT
Greenville,SC
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of a team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
American Express
12.2022 - 09.2026
- Managed high-volume calls at American Express, swiftly resolving customer issues and implementing new processes that reduced wait times and improved satisfaction ratings.
- Exceeded call handling targets consistently, demonstrating multitasking abilities and driving increased booking rates through effective upselling techniques.
- Analyzed call patterns to identify recurring issues and implemented proactive solutions, enhancing effectiveness in managing complex customer inquiries.
- Proposed and implemented chat support system, diversifying customer service channels and improving response times through quick adaptation to technology.
- Partnered with cross-functional teams to streamline communication channels. Developed best practices guide, enhancing overall call center performance.
Provider Services Representative
Blue Cross Blue Shield of NC
Charlotte, North Carolina
07.2019 - 11.2022
- Explained network participation, reimbursement, and referral requirements to healthcare providers.
- Resolved provider inquiries about claims, benefits, eligibility, and prior authorization at Blue Cross Blue Shield of NC.
- Maintained professional communication while supporting providers across phone and written channels.
- Performed data entry tasks including entering patient information into electronic medical records systems.
Billing Specialist
Cigna
Charlotte, North Carolina
06.2018 - 07.2019
- Resolved Cigna member billing inquiries with clear communication.
- Collaborated with patients to discuss payment arrangements.
- Verified insurance coverage and identified third-party payers for billing purposes.
- Assisted team with various tasks to ensure smooth operations. as assigned by management team.
Education
Bachelor of Science - Business Administration
Grand Canyon University
Phoenix, AZSkills
- Call handling
- Chat support
- CRM systems
- Customer relationship management
- Customer retention
- Process improvement
- Cross-functional collaboration
- Call center operations
- Team development
Timeline
Customer Service Representative
American Express
12.2022 - 09.2026
Provider Services Representative
Blue Cross Blue Shield of NC
07.2019 - 11.2022
Billing Specialist
Cigna
06.2018 - 07.2019
Bachelor of Science - Business Administration
Grand Canyon University