Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Breanna Perez

Henderson,NV

Summary

Highly organized and dependable professional with a proven track record of successfully managing multiple priorities while maintaining a positive attitude. Demonstrated willingness to take on added responsibilities to contribute to the achievement of team goals.

Overview

10
10
years of professional experience

Work History

Operations Expert

Elevance Health
09.2019 - Current
  • Responsible for providing technical direction, guidance and resources to customer service associates on a day-to-day basis.
  • Serves as a first line resource for operation associates for workflow and technical related processes.
  • Provides operational training and weekly coaching to service reps.
  • Assists associates by answering day-to-day technical questions.
  • Encourages a teamwork environment.
  • Monitors inventory to ensure workflow remains uninterrupted.
  • Handles complex case research and resolution.
  • Reviews, interprets and maintains records of service level, quality, accuracy, and productivity.
  • Reviews department policy and procedure manuals for accuracy.
  • Works with training department to ensure procedures and policies are accurate and complete.

Customer Service Representative

Elevance Health
05.2018 - 09.2019
  • Responds to customer questions via telephone regarding insurance benefits, provider contracts, eligibility and claims.
  • Analyzes problems and provides information/solutions.
  • Thoroughly documents inquiry outcomes for accurate tracking and analysis.
  • Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner.
  • Researches and analyzes data to address operational challenges and customer service issues. Provides external and internal customers with requested information.
  • Under immediate supervision, receives and places follow-up telephone calls / e-mails to answer customer questions that are routine in nature.
  • Uses computerized systems for tracking, information gathering and troubleshooting.
  • Requires limited knowledge of company services, products, insurance benefits, provider contracts and claims.
  • Seeks, understands and responds to the needs and expectations of customers.

Customer Service Supervisor

Alorica
05.2017 - 05.2018
  • Team Leadership & Support.
  • Monitor performance of individual agents and the team overall.
  • Provide guidance on difficult or escalated calls.
  • Onboard new hires and help them get up to speed.
  • Identify skill gaps and create development plans for improvement.
  • Ensure adherence to quality standards, scripts, and compliance rules.

Catering Manager

Jason's Deli
11.2015 - 05.2017
  • Catering Operations Management: Oversee the preparation, packaging, and timely delivery of catering orders, ensuring adherence to quality and safety standards.
  • Customer Engagement: Serve as the primary point of contact for catering clients, addressing inquiries, providing menu guidance, and resolving any issues to ensure client satisfaction.
  • Sales and Business Development: Identify and pursue new catering opportunities, aiming to expand the customer base and increase revenue. This may involve cold calling, networking, and responding to RFPs.
  • Team Leadership: Supervise and train staff involved in catering operations, including delivery drivers and kitchen personnel, to maintain efficient workflows and high service standards.
  • Administrative Duties: Manage catering schedules, coordinate with other departments, and maintain accurate records of orders and transactions.

Education

High School Diploma -

Basic Academy
Henderson, NV
06.2016

Skills

  • Effective conflict resolution
  • HIPAA compliance expertise
  • Effective member communication
  • Associate development and training
  • Proficient in high-volume calls
  • Claims support and clarification
  • Benefits & eligibility support
  • Proactive problem-solving
  • Data analysis expertise
  • Data reporting using Excel tools
  • Workflow optimization
  • Streamlining workflows for scalability
  • Project coordination
  • Multi-initiative management
  • Knowledge of healthcare systems
  • Proficient in claims workflows
  • Knowledge of HIPAA and CMS guidelines
  • Operations: Familiarity with managed care, provider networks, and member services
  • Interpersonal skills
  • Cross-functional collaboration
  • Interdepartmental problem-solving
  • Technology & Systems
  • Claims & Benefits Platforms: Experience with platforms such as Mainframe, Solution Central, PLM, JIRA, WGS, CODA, OBI/Simon, Conduent, WCF/Filenet, Blue2, LiveEngage
  • Skilled in using SPARK, AACI, and PBQ tools for automation
  • Efficiency optimization
  • Performance evaluation
  • Regulatory compliance
  • Effective team collaboration

Languages

English

Timeline

Operations Expert

Elevance Health
09.2019 - Current

Customer Service Representative

Elevance Health
05.2018 - 09.2019

Customer Service Supervisor

Alorica
05.2017 - 05.2018

Catering Manager

Jason's Deli
11.2015 - 05.2017

High School Diploma -

Basic Academy

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