Chasity Burr
Columbia,SC
Summary
Operations professional with 5+ years of experience in the healthcare industry. A proven track record in optimizing processes and driving efficiency. Strong focus on team collaboration, strategic planning, and achieving measurable results. Adept at adapting to changing needs and leading cross-functional teams. Skilled in project management, process improvement, and resource allocation. Dependable and results-driven, known for enhancing operational performance.
Overview
10
10
years of professional experience
Work History
Operations Manager
BlueCross BlueShield of SC
02.2025 - Current
- In 4 months, I have reduced average claim resolution time by 50% through workflow improvements and staff training.
- Lead weekly team meetings and performance reviews to track KPIs and implement action plans for continuous improvement.
- Assist with hiring, onboarding, and ongoing training of the Claims Processors to ensure readiness and alignment with both BlueCross BlueShield and TriWest values.
- Prepare reports and present findings on departmental performance, productivity, and trends to senior management.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
Claims Customer Service Supervisor
BlueCross BlueShield of SC
01.2024 - 02.2025
- Created a culture of ownership, growth, and accountability through regular coaching, feedback, and performance reviews
- Developed and executed strategies to drive customer adoption, retention, and satisfaction through proactive engagement, account planning, and strategic business reviews
- Resolved complex claim issues and appeals by collaborating with providers, payers, and internal departments
- Conducted performance evaluations, providing constructive feedback to drive individual growth and team success.
- Acted a liaison between the claims department and other departments such as billing, customer service, and provider relations.
Claims Customer Service Advocate II
BlueCross BlueShield of SC
11.2022 - 01.2024
- Resolved customer inquiries regarding health insurance options and benefits with a focus on accuracy.
- Collaborated with cross-functional teams to streamline claims processing and improve service delivery.
- Educated members on policy details, ensuring clear understanding of coverage and limitations.
- Assisted in training new team members on customer service protocols and system navigation.
- Addressed escalated issues promptly, fostering positive relationships with customers through effective communication strategies.
Customer Service Advocate I
BlueCross BlueShield of SC
01.2022 - 11.2022
- Provided support in training new staff on customer service protocols and tools.
- Met customer call guidelines for service levels, handle time and productivity.
- Adapted quickly to changes in company policies or systems, ensuring minimal disruption in service delivery during transitions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.
Lead Customer Service Representative
Recruiting Solutions Inc
06.2020 - 01.2022
- Supervised daily operations of the customer service team, ensuring efficient handling of customer inquiries, complaints, and requests across multiple channels (phone, email, chat).
- Trained, mentored, and coached new and existing representatives to improve service quality and team performance.
- Acted as the first point of escalation for complex customer issues, resolving concerns promptly and professionally to maintain satisfaction and retention.
- Contributed to customer service software enhancements by providing feedback on user experience and process gaps.
- Led team huddles and daily briefings to communicate updates.
Lead 4K Teacher
KIDS CORNER EARLY LEARNING ACADEMY
08.2019 - 05.2020
- Designed and implemented engaging curricula that enhance early childhood learning experiences.
- Led classroom activities, fostering a positive and inclusive environment for diverse learners.
- Mentored and trained new teachers on best practices in 4K education methodologies.
- Collaborated with parents to develop individualized learning plans tailored to student needs.
- Advanced learning techniques by using differentiated instruction strategies to accommodate student needs.
Inside Sales Agent
SYKES
01.2017 - 08.2019
- Developed and maintained relationships with clients to enhance customer satisfaction and retention.
- Conducted thorough needs assessments to tailor solutions for diverse client requirements.
- Provided exceptional customer service by assisting clients with account inquiries, billing issues, technical support, and service upgrades.
- Educated customers on AT&T products and services, recommending personalized solutions to meet their needs and drive sales.
- Maintained in-depth knowledge of current promotions, devices, rate plans, and competitors to effectively position AT&T offerings.
LOSS DRAFTS SPECIALIST
Assurant Specialty Property
08.2015 - 01.2017
- Analyzed loss draft claims to ensure compliance with industry regulations and company policies.
- Coordinated communication between clients, contractors, and insurance representatives to expedite claim resolutions.
- Reviewed and processed documentation related to loss drafts, maintaining accuracy throughout claims lifecycle.
- Implemented process improvements to enhance efficiency in claims handling and reduce turnaround times.
- Monitored property inspections to ensure accurate assessment of repair progress and compliance with guidelines.
Education
EARLY CHILDHOOD EDUCATION
Liberty University
Lynchburg, VA06-2020
Skills
- Problem-solving
- Team leadership
- Operations management
- Customer service
- Operations monitoring
- Solution driven
- Employee relations and conflict resolution
- Staff training
- Staff management
- Operations oversight
- Performance monitoring
- Employee motivation
- Staff development
- Goal setting
- Interpersonal communication
- Strategic planning
- Project leadership
- Process improvement
- Performance management
- Continuous improvements
- Onboarding and orientation
- KPI tracking
- Business planning
- Sales background
- Adaptability
- Strong analytical skills
Timeline
Operations Manager
BlueCross BlueShield of SC
02.2025 - Current
Claims Customer Service Supervisor
BlueCross BlueShield of SC
01.2024 - 02.2025
Claims Customer Service Advocate II
BlueCross BlueShield of SC
11.2022 - 01.2024
Customer Service Advocate I
BlueCross BlueShield of SC
01.2022 - 11.2022
Lead Customer Service Representative
Recruiting Solutions Inc
06.2020 - 01.2022
Lead 4K Teacher
KIDS CORNER EARLY LEARNING ACADEMY
08.2019 - 05.2020
Inside Sales Agent
SYKES
01.2017 - 08.2019
LOSS DRAFTS SPECIALIST
Assurant Specialty Property
08.2015 - 01.2017
EARLY CHILDHOOD EDUCATION
Liberty University
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