Breanna Hall
Customer Service Specialist
Smyrna,GA
Summary
A professional representative with robust experience and a strong commitment to delivering exceptional results. Effective at collaborating within teams and adapting to changing needs to ensure reliability and success. Skilled in communication, problem-solving, and customer relations, with a focus on achieving impactful outcomes. Valued for a proactive approach, integrity, and ability to build lasting professional relationships.
Overview
12
12
years of professional experience
Work History
Dental Representative
Elevance Federal
02.2023 - 09.2024
- Manage incoming calls and email inquiries
- Coordinate Benefits with medical hybrid plans
- Handle provider inquiries
- Discuss Claim and Grievance & Appeals
- Handle claim adjustments
- Coordinate member benefits and online accounts
- Coordinate weekly and 1on1 meetings for team metrics
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
Operations Care Coordinator
Coram CVS Specialty Infusion Services
11.2020 - 01.2022
- Manage patient care from start to finish
- Coordinate with case manager on when patient discharges
- Obtain infusion order and all needed documents, including home health orders
- Coordinate with our techs and pharmacist about the therapy the patient will be discharged home with
- Schedule delivery for medication to the patient's home
- Coordinate with nursing to be sure we have a nurse who will meet the patient at home to teach and administer medication
- Complete the pharmacist's medication profile for the patient.
- Schedule team meetings weekly to discuss weekly goals, processes, and procedures
- Handle escalated cases for hospice patients
- Subcontract with home health agencies in cases where we don’t have nursing
- Used company software and databases to maintain records of services performed and patient conditions.
- Managed patient caseloads effectively, ensuring timely follow-up and appropriate interventions.
Project Manager
Ranstad/New Georgia
08.2020 - 11.2020
- Manage outbound call team of canvassers for upcoming election
- Assigned daily spreadsheets of voter information
- Host web meetings, updating team members on important dates and voting information
- Train on multiple systems needed to make them the best in their everyday job.
- Side-by-side coaching weekly
- Team building via Zoom calls
- Submit payroll each week for my team
- Planned, designed, and scheduled phases for large projects.
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
Customer Advocate
CareSource
11.2018 - 01.2020
- Answer high-volume calls for Medicaid and Marketplace lines of business for members and providers
- Discuss claim and authorization information
- Process and adjust professional and facility claim
- Pharmacy Trained
- Coordination of Benefits Expert
- Issues Resolution Expert for escalated issues
- Managed Outbound Care Team
- Trained New Hires on Multiple Lines of Businesses
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
- Provided exceptional customer service to the high-volume customer base, resolving issues, answering inquiries, and providing product information.
- Provided exceptional customer service to the high-volume customer base, resolving issues, answering inquiries, and providing product information.
Claims Adjuster I
Blue Cross Blue Shield of Georgia
05.2018 - 11.2018
- Adjust top-priority claims and make corrections for the members in a timely fashion
- Problem-solving and organizational skills play a part in my everyday workload
- Handle very high-level accounts for escalations
- Works very efficiently with a high volume of inventory
- Negotiated favorable settlements with claimants, attorneys, and other insurance carriers to minimize financial risk for the company.
- Examined claims forms and other records to determine insurance coverage.
Claims Representative I
Blue Cross Blue Shield of Georgia
10.2017 - 05.2018
- Process claims on the front end to meet a deadline
- This position was driven by numbers involving 200 or more per workday
- Clerical work
- Inventory clean up
- Coordination of benefits
- Medicaid and Medicare accounts
- Consumer and provider relations
- Followed up with customers on unresolved issues.
- Worked productively in a fast-moving work environment to process large volumes of claims.
Customer Service Representative II
Blue Cross Blue Shield of Georgia
09.2016 - 10.2017
- High-volume calls for several different states for members with health care through the Anthem
- Account for both business and individual coverage
- Served as a subject matter expert to assist entry level associates with help through training
- Promoted to a CSR II after less than a year of working in this department
- Served another line of business while serving for my department to help meet company needs
- Trained on Medicare supplement policies and guidelines
- Received awards for meeting departmental goals with incentives
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Service Representative
Apple Inc.
12.2014 - 05.2015
- Full customer service for all Apple products
- IT support
- Retail support
- Online access
- Apple Care specialist
- Responding to customers invoice request
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Representative
Donnelly Communications
08.2013 - 06.2014
- Very high call volume, both inbound and outbound calls
- Assisted surrounding utility companies with billing and account access
- Ensured superior service by demonstrating empathy and problem-solving on the spot
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Service Specialist
Total Systems – TSYS
08.2012 - 07.2013
- Worked for the division of Synovus serving over 40 banks and their customers
- Assisted in online banking issues and card service escalations
- Developed a reputation as an efficient customer service specialist with high levels of accuracy
- Handled escalated calls calmly, finding resolutions that satisfied both the company's and the customer's needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
Education
HIGH SCHOOL -
WILLIAM HENRY SPENCER HIGH SCHOOL
01.2010
Skills
- Proficient in Microsoft Office
- Verbal and Written communication skills
- Proficient in multitasking
- Computer Savvy
- Customer Support
- Goal-oriented mindset
- Customer Relations
- Data entry proficiency
- Records Management
- Paperwork Processing
- Telephone reception
- Cross-Functional Team Development
Awardsandacknowledgements
- Work Ready Certified
- Proficient in Microsoft Office
- Verbal and written communication skills
- Proficient in multitasking
- Computer savvy
Education - Highschool
William Henry Spencer High School, 2010
Timeline
Dental Representative
Elevance Federal
02.2023 - 09.2024
Operations Care Coordinator
Coram CVS Specialty Infusion Services
11.2020 - 01.2022
Project Manager
Ranstad/New Georgia
08.2020 - 11.2020
Customer Advocate
CareSource
11.2018 - 01.2020
Claims Adjuster I
Blue Cross Blue Shield of Georgia
05.2018 - 11.2018
Claims Representative I
Blue Cross Blue Shield of Georgia
10.2017 - 05.2018
Customer Service Representative II
Blue Cross Blue Shield of Georgia
09.2016 - 10.2017
Customer Service Representative
Apple Inc.
12.2014 - 05.2015
Customer Service Representative
Donnelly Communications
08.2013 - 06.2014
Customer Service Specialist
Total Systems – TSYS
08.2012 - 07.2013
HIGH SCHOOL -
WILLIAM HENRY SPENCER HIGH SCHOOL
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