Self-directed, upbeat and friendly Customer Advocate Specialist with 6 years of customer service experience. Prepared to bring leadership, personal expertise, coaching and critical thinking abilities developed over 4-year career to a growth-oriented role.
Overview
5
5
years of professional experience
Work History
Customer Advocate Specialist
HCSC Blue Cross Blue Shield of TX
2022.05 - Current
Handles difficult escalated customer situations with grace and professionalism from lower level Customer Advocates on a technical level.
Provides exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
Conduct's one on one coaching/training sessions with Customer Advocates, providing feedback on how to improve customer service functions and manage client preauthorization's, appeals, and claims.
Seeks out small projects to better departmental needs.
Collaborates with cross-functional teams to provide timely and accurate responses to customer inquiries.
Reads, researches, and interprets authorization approvals or denials and aids customer advocates in explaining rationale.
Customer Advocate
HCSC BCBS of TX
2018.12 - 2022.05
Handled around 30+ calls/written inquiries received via fax.
Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
Researched and read clinicals to determine whether a new authorization was necessary or attached clinicals to existing authorization.
Provided coaching and mentoring to new employees through learning coach program.
Facilitated in-person learning sessions and assisted with simulated calls.
Assisted other team members with questions on how to handle certain written inquiries through chat.
Education
Associates of Applied Arts - Acting Performance
KD Conservatory
Associates of Science - HR Management
Collin County Community College
06.2026
Skills
Conflict Resolution
Educating Customers
Customer Service
Data Entry
Microsoft Office
Coaching and Development
Facilitate Group Discussions
Providing Feedback
Additional Information
Experience gained as Customer Service Representative (CSR) for 24/7 Intouch, Frisco, TX (03/2014-07/2016)
Languages
Spanish
Native or Bilingual
Timeline
Customer Advocate Specialist
HCSC Blue Cross Blue Shield of TX
2022.05 - Current
Customer Advocate
HCSC BCBS of TX
2018.12 - 2022.05
Associates of Applied Arts - Acting Performance
KD Conservatory
Associates of Science - HR Management
Collin County Community College
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