Brittany Lyons
Chat Representative
Rising Fawn,GA
Summary
Dedicated and detail-oriented Chat/Procurement Transaction Specialist bringing more than two years of experience assessing financial documentation, recommending improvements and maintaining ongoing monitoring. Well-versed in using Microsoft Excel, Workday, and Care Advance to implement statistical analysis techniques. Accomplished in handling dynamic needs with forward-thinking mindset and expert knowledge of procurement operations with effective communication.
Overview
9
9
years of professional experience
Work History
Procurement Transaction Specialist
Bluecross Blue Shield Of Tennessee
Chattanooga, TN
04.2020 - Current
- Analyze and document approved lodging requests within Microsoft Excel.
- Identify upcoming hotel stays to notify our members of their forthcoming reservation to prevent "no shows".
- Quickly and accurately answering questions between appropriate divisions regarding changes with hotel requests, rates, and charges.
- Conduct requests of hotel portfolio's by email or phone for further review.
- Review and monitor all charges that are billed to ensure they are correct within each agreement.
- Implement refund requests within our organization for any overcharges to eliminate all over costs.
- Evaluate specifications regarding case approvals in relation to transactions of lodging stays.
- Implement financial summary for supervisor review with pertinent documentation within a timely manner of 10 business days.
- Continuously seeking ways to improve processes and services provided with effective communication.
Chat Specialist
Blue Cross Blue Shield Of Tennessee
Chattanooga, Tennessee
10.2019 - Current
- Handling inbound customer chat conversations from various plans including BlueCare, BlueCare Plus, and Coverkids.
- Providing online demonstrations to educate customers on product features and online help resources.
- Delivering prompt service to prioritize customer needs.
- Accessible for other departments for phone assistance as needed.
- Develop improvements within our organization for online and communication reference.
- Responded proactively and positively to rapid change.
- Cross-trained and backed up other departments such as primary care provider changes, correspondence, (RBA) Reimbursement and Billing Administration, and claim adjustments.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
Customer Service Representative
Coverkids (BCBST)
Chattanooga, TN
09.2015 - 10.2019
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Managed 20+ customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Maintained up-to-date knowledge of product and service changes.
Education
Associate of Applied Science - Business Management
Georgia Northwestern Technical College
Rock Spring, GA05.2015
Skills
- Analytical and Critical Thinking
- Multitasking and quick learning abilities
- Proficient in Microsoft Office (Excel, Outlook, Word and Powerpoint)
- Ability to meet high productivity standards with minimum or low supervision
- Relationship Building
- Effective communication
- Time management
Accomplishments
Identified an issue with "no shows" for lodging requests resulting in substantial financial costs. Resolved the occurrence by implementing texting reminders to advise of upcoming stays. This resulted into proper cancellations as necessary to avoid fees.
Timeline
Procurement Transaction Specialist
Bluecross Blue Shield Of Tennessee
04.2020 - Current
Chat Specialist
Blue Cross Blue Shield Of Tennessee
10.2019 - Current
Customer Service Representative
Coverkids (BCBST)
09.2015 - 10.2019
Associate of Applied Science - Business Management
Georgia Northwestern Technical College
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