Summary
Overview
Work History
Education
Timeline
Generic

Brandi Boyer

New Hartford,New York

Summary

Focused customer service professional dedicated to meeting and exceeding customer expectations by delivering industry-leading support. Skilled in handling inbound and outbound calls, online requests and emails with good problem-solving, multitasking and research abilities.

Overview

18
18
years of professional experience

Work History

Customer Care Advocate III, EROC Select Dedicated

Excellus BCBS of CNY
Rochester, NY
03.2022 - Current
  • Answered customer inquiries via phone, email, and online chat.
  • Provided technical support to customers regarding product usage and troubleshooting issues.
  • Resolved customer complaints in a timely manner while maintaining high levels of customer satisfaction.
  • Maintained records of customer interactions, transactions, comments and complaints.
  • Identified trends in customer feedback and reported them to management for further investigation.
  • Coordinated with other departments to ensure seamless resolution of customer requests.
  • Managed escalated calls from customers who are dissatisfied with service received.
  • Handled billing inquiries accurately and efficiently according to company policy.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Conducted research on claim issues, utilizing available resources such as databases and other documentation.
  • Interacted with clients via telephone, email, or in person to discuss claim status and provide updates.

Customer Service Advocate

Excellus BCBS of CNY
Rochester, NY
11.2021 - 03.2022
  • Greeted and assisted customers with inquiries regarding products and services.
  • Provided accurate, valid, and complete information to customers in a timely manner.
  • Resolved customer complaints via phone, email, mail or social media.
  • Developed relationships with customers through friendly conversations.
  • Identified potential opportunities to upsell products or services.
  • Performed follow-up procedures after customer service interaction was completed.

Commercial Lines Rater

Utica National Insurance Group
New Hartord, NY
01.2017 - 07.2019
  • Analyzed customer data to determine appropriate coverage levels and rates.
  • Created reports detailing rate changes and new business opportunities.
  • Support underwriting for all accounts sizes pertaining to countrywide renewal and new business.
  • Provided technical support to underwriters on complex rating issues.
  • Reviewed policy documents to ensure accuracy of information and compliance with regulations.
  • Assisted in developing training materials related to rating procedures and processes.
  • Maintained an up-to-date database of all current policies, rates, and coverages.

Member Relationship Specialist

Americu CU - Yorkville
Rome, NY
06.2016 - 01.2017
  • Managed member accounts by verifying data accuracy and processing payments, refunds, credits, returns, and exchanges.
  • Provided technical assistance to members on the use of online resources such as web portals and mobile apps.
  • Maintained up-to-date knowledge of current products and services offered by the organization.
  • Built relationships with members through face-to-face meetings or telephone conversations.

Disability Case Manager

Metlife
Oriskany, NY
03.2006 - 12.2012
  • Provided ongoing case management support to ensure access to appropriate services and resources.
  • Maintained accurate documentation of all case activities according to agency policies and procedures.
  • Reviewed and analyzed insurance claims to determine validity, completeness, accuracy, and eligibility for payment.
  • Investigated complex or high-value claims to identify discrepancies and fraud indicators.
  • Researched medical records to evaluate claim validity and verify the existence of pre-existing conditions.
  • Processed payments for valid claims according to established procedures.

Education

High School Diploma -

Whitesboro High School
Marcy, NY
06.1998

Timeline

Customer Care Advocate III, EROC Select Dedicated

Excellus BCBS of CNY
03.2022 - Current

Customer Service Advocate

Excellus BCBS of CNY
11.2021 - 03.2022

Commercial Lines Rater

Utica National Insurance Group
01.2017 - 07.2019

Member Relationship Specialist

Americu CU - Yorkville
06.2016 - 01.2017

Disability Case Manager

Metlife
03.2006 - 12.2012

High School Diploma -

Whitesboro High School

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Brandi Boyer