Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Catherine Dover

West Frankfort,IL

Summary

Driven by a proven track record at BCBS IL, I excel in enhancing customer satisfaction and resolving complex issues with empathy and professionalism. Skilled in CRM software and fluent in Spanish, I've demonstrated rapid leadership growth and a knack for building strong relationships, significantly improving service standards and team performance.

Overview

8
8
years of professional experience

Work History

Customer Advocate Specialist

BCBS IL
04.2023 - Current
  • Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
  • Assisted customers in navigating company website features and troubleshooting technical issues as needed.
  • Resolved complex customer issues with a high level of professionalism and empathy.
  • Trained new team members on company policies and procedures, ensuring consistent customer experiences.
  • Served as an escalation point for unresolved complaints, working collaboratively with colleagues to find satisfactory resolutions.
  • Managed a high volume of incoming calls, maintaining composure during peak periods to deliver exceptional service.

Claim Customer Service Representative

BCBS IL
07.2021 - 04.2023
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Answered constant flow of customer calls with minimal wait times.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

Benefit Customer Service Representive

BCBS IL
07.2018 - 07.2021
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.

Front End Manager

Walmart
07.2016 - 06.2018
  • Oversaw cash handling procedures, minimizing discrepancies in end-of-day reports through diligent monitoring of transactions.
  • Monitored cash drawers in checkout stations to verify adequate cash supply.
  • Resolved customer complaints promptly, reinforcing the company''s commitment to exceptional service standards.
  • Promoted from cashier to front end manager within two years, demonstrating rapid growth in leadership abilities and operational knowledge.
  • Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
  • Oversaw cashier operations, bookkeeping, and security.
  • Maintained excellent store appearance by enforcing cleanliness standards and delegating tasks to team members effectively.

Education

High School Diploma -

Palisades Charter High School
Pacific Palisades, CA
06.2008

Skills

  • Call center experience
  • Complaint Handling
  • CRM software proficiency
  • Active Learning
  • Calm and Professional Under Pressure
  • Relationship Building

Languages

Spanish
Native or Bilingual

Timeline

Customer Advocate Specialist

BCBS IL
04.2023 - Current

Claim Customer Service Representative

BCBS IL
07.2021 - 04.2023

Benefit Customer Service Representive

BCBS IL
07.2018 - 07.2021

Front End Manager

Walmart
07.2016 - 06.2018

High School Diploma -

Palisades Charter High School

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Catherine Dover