BLOSSOM POWELL
Columbus,OH
Summary
Results-driven customer service and coverage review professional with extensive experience in processing prior authorizations. Successfully resolved complex client issues while coaching team members to enhance their confidence and decision-making abilities, leading to faster resolutions and increased customer satisfaction.
Overview
28
28
years of professional experience
Work History
Customer Service and Coverage Review Representative
Cigna/Express-Scripts
Dublin, Ohio
08.2003 - 09.2025
- Managed inbound and outbound calls regarding patient medication issues to ensure timely resolutions.
- Processed prior authorizations for doctors’ offices, patients, and pharmacies through various communication channels.
- Guided prior authorization representatives on unresolved issues while supporting upper management.
- Connected members with behavioral health providers via chat, email and phone during crisis situations for immediate support.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Communicated with clients and customers to gather, provide and share updated information on products and services.
Teller
US Bank
Columbus, Ohio
07.2001 - 01.2003
- Processed customer transactions accurately and efficiently at a leading financial institution.
- I processed customer deposits and withdrawals promptly. I interacted with customers by actively listening to their concerns and addressing them confidently. I worked in a vault, processing deposits and managing substantial amounts of cash.
- Maintained cash drawer integrity through meticulous counting and balancing, ensuring accuracy and security of funds.
- Assisted customers with account inquiries, providing clear information on banking products to help them make informed decisions.
Assistant Lead Teller
Chase Bank
Columbus, Ohio
01.1998 - 01.2001
- Processed customer deposits and withdrawals promptly while actively listening to customer concerns and addressing them confidently.
- Monitored transactions for accuracy and adherence to regulatory requirements.
- Maintained cash drawer integrity through diligent counting and balancing.
- Assisted customers with account inquiries and product information.
- Promoted bank services to enhance customer relationships.
- Resolved customer concerns with professionalism and empathy.
- Collaborated with team members to improve service delivery.
Education
Associate and bachelor’s, and master's degrees - psychology
University of Phoenix
Columbus, Ohio06-2012
Associate’s degree - Medical Assisting
Career Com College
Columbus, Ohio10-1992
GED -
City of Columbus Schools
Columbus, Ohio05-1990
Skills
- Customer support
- Inbound call handling
- Authorization processing
- Appointment scheduling
- Crisis intervention
- Case management
- Banking support
- Data entry
- Record keeping
- Process improvement
- Microsoft Office Suite
- Problem solving
- Conflict mediation
- Active listening
- Relationship management
- Goal-oriented mindset
Extracurricular Activities
Learning new things, reading, and helping others. Grant Medical Center, Columbus, Ohio, volunteered in patient registration, emergency room, and medical record departments.
References
Upon Request
Timeline
Customer Service and Coverage Review Representative
Cigna/Express-Scripts
08.2003 - 09.2025
Teller
US Bank
07.2001 - 01.2003
Assistant Lead Teller
Chase Bank
01.1998 - 01.2001
Associate and bachelor’s, and master's degrees - psychology
University of Phoenix
Associate’s degree - Medical Assisting
Career Com College
GED -
City of Columbus Schools