Ann MacBain
Syracuse,NY
Summary
Dynamic customer advocate with a proven track record at Excellus BCBS, excelling in conflict resolution and enhancing member satisfaction. Skilled in upselling strategies and data entry, I effectively trained teams and streamlined processes, achieving first-call resolution metrics while fostering a collaborative environment. Committed to delivering exceptional service and operational efficiency.
Customer service professional with focus on resolving issues and enhancing customer satisfaction. Skilled in active listening, problem-solving, and effective communication. Strong team collaborator, adaptable to changing needs, and consistently achieving results. Known for reliability and maintaining high standards.
Customer service professional with proven background in resolving customer concerns efficiently and effectively. Known for fostering collaborative team efforts and achieving consistent results. Reliable and adaptable, with excellent communication and conflict resolution skills.
Overview
41
41
years of professional experience
Work History
Customer Advocate III
Excellus BCBS
01.1998 - 12.2021
- Advocated for customer needs, ensuring timely resolution of inquiries and concerns.
- Collaborated with cross-functional teams to enhance service delivery and improve member satisfaction.
- Trained and mentored junior staff on best practices for customer interactions and problem-solving techniques.
- Streamlined communication processes between departments, enhancing operational efficiency in issue resolution.
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
- Documented customer concerns and inquiry resolutions in internal computer system.
- Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
Head Cashier
Lowes Home Improvment
11.2004 - 03.2016
- Supervised daily cash operations, ensuring accuracy and compliance with company policies.
- Trained and mentored junior cashiers on customer service best practices and transaction processes.
- Implemented process improvements that enhanced transaction efficiency during peak hours.
- Managed cash register systems, resolving discrepancies and maintaining accurate financial records.
- Led training sessions focused on loss prevention techniques, reducing shrinkage rates significantly.
- Maintained a clean and organized work area, contributing to a pleasant shopping environment for customers.
- Mentored new cashiers, providing comprehensive training that resulted in increased productivity.
- Handled escalated customer concerns with professionalism and empathy, working diligently toward satisfactory resolutions.
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
- Worked closely with team members from other departments to resolve complex customer issues or facilitate seamless transactions.
Computer Operator
Empire Medicare Services
12.1980 - 07.1995
- Operated computer systems to maintain optimal performance and reliability.
- Monitored system operations to identify and resolve issues promptly.
- Conducted routine maintenance on hardware, enhancing longevity and efficiency.
- Trained junior operators on system functionality and troubleshooting techniques.
- Collaborated with IT teams to improve system integration and performance outcomes.
- Processed requests for service from internal and external customers.
- Reacted calmly during times of highly stressed or emergency situations.
- Reduced downtime by proactively identifying potential issues and taking corrective actions before problems escalated.
Education
High School Diploma -
George W Fowler Senior High School
Syracuse, NYSkills
- Upselling strategies
- Customer services
- Data entry skills
- Data entry
- Conflict resolution
- Service-oriented mindset
- Assertiveness
- Billing inquiry resolution
- Healthcare assistance
- Teamwork and collaboration
* Cash Register applications
* Pallet Jack
Languages
English
Full Professional
Timeline
Head Cashier
Lowes Home Improvment
11.2004 - 03.2016
Customer Advocate III
Excellus BCBS
01.1998 - 12.2021
Computer Operator
Empire Medicare Services
12.1980 - 07.1995
High School Diploma -
George W Fowler Senior High School
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