Bobbie Fitzgerald
Long Beach,CA
Summary
I have over 10 years experience in customer service, performance management, and associate development. Adept in leading teams of 15-20 associates to ensure high performance, consistently performing at or above 105% to goal in Client Satisfaction. Top 15% in overall performance in the region.
Overview
22
22
years of professional experience
Work History
Claims Case Manager I
Alight Solutions
Long Beach , CA
04.2022 - Current
- Trained in LP, 360, and Boeing.
- Assisted in the 'Main Line' queue as a CCR.
- Assist case managers on RTW outbound calls, when available.
- Interact with customers to provide and process information in response to inquiries, concerns, and requests about claims.
- Educate customers, where applicable, to alleviate the need for future contact.
- Received a score of 'Meets' during my year-end annual review.
- Assist with provider callbacks.
- Review and evaluate claims for accuracy, completeness, and compliance with established procedures.
- Investigate and resolve discrepancies related to claims processing.
- Analyze medical records to identify patient care issues that may have an impact on the claim process.
- Send surgery confirmation letters that assist DCM in making timely decisions.
Inbound Sales Representative
Cox Communications
01.2020 - 01.2021
- Received inbound calls from current customers and/or non-subscribers for sales and revenue generation in a high-intensity call center sales environment
- Provided outstanding customer service or basic technical support to customers
- Understand and promote current marketing campaigns in order to sell to customers accurately and effectively.
Retail Services Team Manager
Bank of America
01.2011 - 01.2016
- Responsible for managing a team of 16-24 associates in high volume contact center
- Provided effective coaching, side-by-sides, and calibrations to ensure associates are proficient in a constantly changing environment
- Managed day-to-day operations such as timekeeping and reporting
- Worked closely with internal departments while multi-tasking and prioritizing job duties.
Employee Banking Service/Sales Specialist III
Bank of America
01.2011 - 01.2014
- Responsible for end-to-day procedures for all employee accounts via phone and chat
- Assisted 50-80 customers daily while providing professional solutions in a polite manner
- Exceeded monthly sales goals by deepening relationships based on employees needs and goals
- Responsible for training and quality assurance for new hire training classes for groups of 15-20 associates.
Client Escalation Specialist II
Bank of America
01.2007 - 01.2010
- Effectively de-escalate complicated customer needs and situations in high call volume contact center
- Ensured customers received outstanding one call resolution for problematic issues
- Responsible for quality assurance for a team of 15-20 specialist.
Bank of America
01.2003 - 01.2007
- First point of contact for all inbound customers in high call volume contact center
- Actively listen and understand customer needs to provide effective solutions
- Assisted 50-80 customers daily
- Consistently exceeded monthly performance goals for all metrics
- Nominated and utilized as an OJT for on-boarding, training, and coaching for all new hires to the contact center.
Education
High School Diploma -
Artesia High School
Lakewood06.1990
Skills
- Call Documentation
- Data Entry
- Customer Service
- De-escalation Techniques
- Creative Problem Solving
- Multitasking and Prioritization
- Verbal and Written Communication
Timeline
Claims Case Manager I
Alight Solutions
04.2022 - Current
Inbound Sales Representative
Cox Communications
01.2020 - 01.2021
Retail Services Team Manager
Bank of America
01.2011 - 01.2016
Employee Banking Service/Sales Specialist III
Bank of America
01.2011 - 01.2014
Client Escalation Specialist II
Bank of America
01.2007 - 01.2010
Bank of America
01.2003 - 01.2007
High School Diploma -
Artesia High School
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