Caitlin Propst
Edinburg,IL
Overview
16
16
years of professional experience
Work History
Customer Advocate Specialist
Blue Cross and Blue Shield of Illinois
Springfield, IL
03.2022 - Current
- Managed multiple points of communication with staff simultaneously, prioritizing them effectively to maintain quality service standards.
- Served as an escalation point for irate customer calls, working collaboratively with colleagues to find satisfactory resolutions that were in line with company procedures.
- Maintained up-to-date knowledge of policies and service changes including new laws and statutory requirements.
- Handled sensitive customer information with discretion while adhering to strict data privacy regulations.
- Provided staff support, actively listening and finding appropriate answers per company procedure.
- Trained new and existing team members on company policies and procedures, ensuring consistent production and quality.
- Reduced process inconsistencies and worked with higher management in great detail to have them updated.
- Prepared professional correspondence, including memos, faxes, letters, and emails, ensuring accuracy and timeliness.
- Worked diligently to meet and exceed key performance indicators, demonstrating a strong commitment to excellence.
- Proficient with the use of computers and web based products such as those included in Microsoft Office Suite.
- Skilled at working independently and collaboratively in a team environment with excellent communication skills, both verbal and written.
- Managed time efficiently in order to complete all tasks within deadlines while working from home.
- Maintained detailed records of attendance, including sick days, vacation time, and overtime hours.
- Managed payroll data entry and processing to comply with predetermined company guidelines.
Senior Customer Advocate
Blue Cross and Blue Shield
Springfield, IL
10.2015 - 03.2022
- Followed established procedures to complete data entry tasks with accuracy and efficiency.
- Organized, sorted, and checked input data against original documents to verify accuracy of the data entered to produce error-free reports.
- Prioritized tasks effectively to ensure timely completion of all assigned projects without sacrificing attention to detail while maintaining a flexible schedule from home.
- Maintained confidentiality and security of all information, ensuring compliance with data protection regulations, industry regulations and company policies.
- Promptly responded to inquiries and requests from customers with phone calls, faxes and letters.
- Expedited data entry tasks through the use of keyboard shortcuts and customized software tools while ensuring a high level of accuracy, surpassing company standards consistently.
- Participated in regular team meetings, sharing insights and best practices for ongoing development of the department.
- Maintained detailed records of attendance, including sick days, vacation time, and overtime hours.
- Managed payroll data entry and processing to comply with predetermined company guidelines.
Customer Advocate
Blue Cross and Blue Shield
Springfield, IL
09.2014 - 10.2015
- Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing policy information.
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics accurately.
- Conducted thorough research to provide accurate information and resolve complex issues for customers.
- Documented customer concerns and inquiry resolutions in internal computer system.
- Managed multiple priorities effectively while ensuring a high level of accuracy and attention to detail in all tasks performed.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Increased production efficiency through effective time management and prioritization of tasks while working from home.
Universal Banker
PNC Bank
Springfield, IL
04.2012 - 09.2014
- Opened checking, savings, money market and certificates of deposit accounts and ordered checks, debit cards and furnished online banking details to facilitate new transactions.
- Handled various accounting transactions such as cashed checks, accepted deposits and withdrawals within assigned limits and calculated daily transactions using computers, calculators or adding machines.
- Provided exceptional service through accurate and efficient management of teller line duties while maintaining strict confidentiality standards.
- Supported branch operations, ensuring compliance with all federal and state regulations as well as bank policies.
- Adhered to established security procedures and reported potential fraud or safety violations to management for immediate recourse.
Operations Manager
Gold's Gym
Fenton, MO
07.2009 - 04.2012
- Led hiring, onboarding and training of new hires to fulfill business requirements for existing and new gym locations.
- Supervised operations for a team consisting of over 15 employees and kept them compliant with company policies and procedures.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
- Handled upset customers and clients to assist lower-level employees and maintain excellent customer service.
- Created, updated and maintained sufficient inventory levels while keeping up on weekly inventory reports and records and doing regular cycle counts to ensure accuracy.
Education
High School Diploma -
Auburn High School
Auburn05-2008
Skills
- Customer service
- Record keeping
- Scheduling, calendar and time management
- Office administration
- Data entry proficiency
- Call center experience
- Skilled in Microsoft Word, Excel, Outlook, PowerPoint and others within Microsoft Office Suite
Timeline
Customer Advocate Specialist
Blue Cross and Blue Shield of Illinois
03.2022 - Current
Senior Customer Advocate
Blue Cross and Blue Shield
10.2015 - 03.2022
Customer Advocate
Blue Cross and Blue Shield
09.2014 - 10.2015
Universal Banker
PNC Bank
04.2012 - 09.2014
Operations Manager
Gold's Gym
07.2009 - 04.2012
High School Diploma -
Auburn High School