BURGANDY LAMB
Baton Rouge
Summary
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
8
8
years of professional experience
Work History
Customer Benefit Advisor
Unum
03.2025 - Current
- Conducted regular benefits audits to identify discrepancies and ensure accuracy in benefits administration.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed high-volume inbound calls, ensuring prompt and accurate responses to client needs.
- Implemented process improvements that enhanced efficiency in call handling and case resolution.
- Collaborated with cross-functional teams to address complex customer issues effectively.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Healthcare Customer Service Representative
Alorica
08.2024 - 01.2025
- Educated clients on healthcare policies and program benefits to enhance understanding.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Streamlined communication between employees and insurance providers to enhance service delivery.
- Coordinated benefits enrollment processes, ensuring compliance with regulations and organizational policies.
Customer Service Representative
ADVANCED CALL CENTER TECHNOLOGY
01.2022 - 04.2024
- Handled customer complaints and inquiries in a courteous and efficient manner.
- Developed excellent communication skills, both verbal and written, for effective problem resolution.
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships.
- Responded to telephone inquiries and complaints following standard operating procedures.
- Performed data entry tasks accurately and in a timely manner.
- Developed and maintained positive relationships with customers by providing timely, accurate information and solutions to their inquiries or problems.
- Displayed strong organizational skills by managing multiple chat conversations simultaneously.
- Navigated multiple computer systems and applications and utilized search tools to find information.
Healthcare Customer Service Representative
EVERISE
Louisiana
07.2020 - 11.2021
- Resolved patient billing issues and collected payments.
- Protected patients' rights by maintaining confidentiality of personal and financial information.
- Optimized patient satisfaction and provider time by scheduling appointments in person or by telephone.
- Communicated with third party payors to obtain insurance benefits and authorizations.
- Handled escalated calls professionally by listening carefully to the needs of each individual customer before offering appropriate solutions.
- Maintained accurate records of patient interactions, including notes on billing concerns, insurance policies, medical procedures and other related topics.
- Managed multiple chat sessions simultaneously while maintaining accuracy and quality of responses.
- Analyzed customer data to identify trends in order processing, delivery, billing.
- Adapted quickly to changing technology and new software systems related to chat support functions.
- Researched and addressed customer inquiries accurately while maintaining confidentiality of information.
Cashier
PICCADILLY
12.2019 - 03.2020
- Operated cash register and accurately processed payments, returns, and exchanges.
- Maintained cleanliness of the checkout area by cleaning counters, shelves and windows.
- Performed opening and closing procedures, such as counting cash register, restocking, and cleaning.
- Developed strong customer service skills by providing efficient and accurate service.
- Accurately processed customer payments using cash, credit cards, and checks.
CASHIER
PANERA BREAD
Baton Rouge, US
07.2019 - 12.2019
- Operated cash register and accurately processed payments, returns, and exchanges.
- Maintained cleanliness of the checkout area by cleaning counters, shelves and windows.
- Performed opening and closing procedures, such as counting cash register, restocking, and cleaning.
- Delivered exceptional customer service at all points of contact.
Cashier
WENDY'S
Baton Rouge, US
11.2018 - 07.2019
- Operated cash register and accurately processed payments, returns, and exchanges.
- Maintained cleanliness of the checkout area by cleaning counters, shelves and windows.
- Performed opening and closing procedures, such as counting cash register, restocking, and cleaning.
- Handled customer complaints and inquiries in a courteous and efficient manner.
Education
High School Diploma -
GLEN OAKS SENIOR HIGH SCHOOL
Baton Rouge, LA05-2019
Skills
- Customer service
- Customer engagement
- Active listening
- Relationship management
- Teamwork and collaboration
- Sales techniques
- Critical thinking
- Problem-solving
- Microsoft Excel
- Time management
- Leadership skills
Timeline
Customer Benefit Advisor
Unum
03.2025 - Current
Healthcare Customer Service Representative
Alorica
08.2024 - 01.2025
Customer Service Representative
ADVANCED CALL CENTER TECHNOLOGY
01.2022 - 04.2024
Healthcare Customer Service Representative
EVERISE
07.2020 - 11.2021
Cashier
PICCADILLY
12.2019 - 03.2020
CASHIER
PANERA BREAD
07.2019 - 12.2019
Cashier
WENDY'S
11.2018 - 07.2019
High School Diploma -
GLEN OAKS SENIOR HIGH SCHOOL