Christopher Drakulich
Tucson,AZ
Summary
Creative subject matter expert professional dedicated to consistently surpassing expectations with unparalleled support for customer care guide needs. Smoothly manages both incoming and outgoing calls, as well as assigned tasks and remote requests by applying strong organizational, research and time management skills. Solid history of success in a number of roles working for Blue Cross Blue Shield of Arizona.
Overview
9
9
years of professional experience
Work History
Customer Care Advocate Senior Representative
BCBSAZ
03.2023 - Current
- Assisted Customer Care Guides working in the State of Arizona department of BCBSAZ with any questions they have based on calls or correspondence from members, making sure to guide the care guides to how to find the answers and not just answering their questions
- Assisted Customer Care Guides to stay on top of open cases that they are still working on to make sure that no cases are neglected.
- Took escalated calls from Customer Care Guides and made sure member's needs were met on escalated issues
- Assisted members with questions on their policies, benefits and claims
- Assisted leadership with creation and updating of job aids when necessary
Customer Care Guide
BCBSAZ
09.2022 - 03.2023
- Assisted members with questions and concerns they had regarding policy, claims, coordination of benefits, and authorizations from phone calls received from members
- Assisted members with questions and concerns they had regarding policy, claims, coordination of benefits, and authorizations from E-Mails sent by the members
- Coordinated efforts to update COB for members to assist reprocessing claims that denied indicating they required the COB update
- Adjusted a list of claims that had denied incorrectly to process correctly
Customer Services Representative
BCBSAZ
08.2019 - 09.2022
- Answered questions from members based on their policies, claims and benefits based on phone calls received from members
- Answered questions from members based on their policies, claims and benefits based on E-Mails received from members
- Adjusted claims from a list that had processed incorrectly to make sure they process correctly
- Worked well in a team setting, providing support and guidance.
Team Leader
Convergys
05.2015 - 08.2019
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Audited incoming phone calls from Customer Service Representatives to confirm correct information was provided, and proper customer experience guidelines were utilized
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Provided coaching to Customer Service Representatives on areas of opportunity to increase accuracy and productivity.
Education
Bachelor of Arts - Child Drama
Rowan University
Glassboro, NJ05.2002
Associate of Arts - Applied Humanities
Brookdale Community College
Lincroft, NJ05.1998
Skills
- Coaching Efficiently
- Problem Solving
- Decision Making
- Excellent Soft Skills
- Researching Effectlively
Timeline
Customer Care Advocate Senior Representative
BCBSAZ
03.2023 - Current
Customer Care Guide
BCBSAZ
09.2022 - 03.2023
Customer Services Representative
BCBSAZ
08.2019 - 09.2022
Team Leader
Convergys
05.2015 - 08.2019
Bachelor of Arts - Child Drama
Rowan University
Associate of Arts - Applied Humanities
Brookdale Community College
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