Brooke A. Larkin
DETROIT
Summary
Experienced with managing client accounts and resolving customer inquiries efficiently. Utilizes strong communication and problem-solving skills to ensure client satisfaction. Track record of building and maintaining positive client relationships to drive business success.
Overview
12
12
years of professional experience
Work History
Account Services Representative
Blue Cross Blue Shield of Michigan
06.2023 - Current
- Developed tailored solutions for clients based on their unique business goals, leading to increased satisfaction and loyalty among customers.
- Identified process improvements to enhance overall team productivity while maintaining high levels of customer satisfaction.
- Responds to routine telephone and written inquiries from account management, union representatives, agents, and consultants. Reports and provides feedback to management on group inquiries to ensure timely communication on key activities.
- Monitors the research and resolution of complex inquiries and issues with, and in support of sales representatives, which impacts group retention and sales.
- Prepares proposal rate requests, prepares new/existing group enrollment paperwork and benefit change paperwork.
Medicare Help Desk Specialist
Blue Cross Blue Shield of Michigan
11.2021 - 06.2023
- Increased efficiency and team productivity by promoting operational best practices
- Promptly responded to inquiries and requests from prospective customers
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Cross-trained and backed up other customer service managers
MEDICARE CUSTOMER SERVICE II
Blue Cross Blue Shield of Michigan
09.2017 - 11.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Answered average of 30 calls, emails, and faxes per day, addressing customer inquiries, solving problems, and providing product information
- Provided primary customer support to internal and external customers
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing
- Conferred with senior management to handle and correct disciplinary or knowledge issues
Administrative Support Specialist II
Amazon
11.2016 - 08.2017
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests
- Completed forms, reports, logs and records to quickly handle all documentation for human resources
- Surpassed team goals by partnering with colleagues to implement best practices and protocols
- Volunteered to help with special projects of varying degrees of complexity
Frontline Customer Service
DHL Express
03.2014 - 11.2016
- Obtained necessary import and export licenses and permits for shipments
- Lead facilitator for customer issue resolution related to service performance and cargo issues
- Stayed abreast of regulatory changes impacting customs enforcement and other import-impacted agencies
- Tracked shipments processing through customs and other agencies and obtained clearances
- Coordinated with shipping and transport companies on behalf of clients
Customer Service Representative
American Traffic Solutions Inc.
03.2013 - 03.2014
- Provided primary customer support to internal and external customers
- Answered constant flow of customer calls with minimal wait times
- Sought ways to improve processes and services provided
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
Education
High School Diploma -
Laura F. Osborn High School
Detroit, MI06.1998
Computer Systems & Repair Technology - Computer Systems & Repair Technology
Golightly Career & Technical School
Detroit, MI06.1998
Skills
- Investigate Activities
- Records Authentication
- Report Compliance Issues
- Excellent Communication
Timeline
Account Services Representative
Blue Cross Blue Shield of Michigan
06.2023 - Current
Medicare Help Desk Specialist
Blue Cross Blue Shield of Michigan
11.2021 - 06.2023
MEDICARE CUSTOMER SERVICE II
Blue Cross Blue Shield of Michigan
09.2017 - 11.2021
Administrative Support Specialist II
Amazon
11.2016 - 08.2017
Frontline Customer Service
DHL Express
03.2014 - 11.2016
Customer Service Representative
American Traffic Solutions Inc.
03.2013 - 03.2014
Computer Systems & Repair Technology - Computer Systems & Repair Technology
Golightly Career & Technical School
High School Diploma -
Laura F. Osborn High School
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