Chris Burgess
Glendale,AZ
Summary
Self-directed Customer Service professional dedicated to promoting loyalty and retention through proactive communication, effective problem-solving and personable follow-through. Utilizes company support resources, personal expertise and critical thinking skills to manage concerns independently with willingness to escalate critical issues. Offering 25+ years of service-focused experience.
Overview
34
34
years of professional experience
1
1
Certification
Work History
Customer Advocate
Blue Cross Blue Shield AZ
07.2019 - Current
- Claims technician with strong track record of 'first call resolution' to caretake each client account
- Consistent 'very satisfied' customer rating on calls including two customer letters to CEO
- Specialized role hand picked by Director to work directly with dental providers to resolve and respond to escalated claims and contract issues
- Work closely with provider relations to close any gaps with dental providers.
- Recommended, researched and helped locate and correct claims based on customer requests.
- Maintained customer and provider relationships to obtain a win-win resolution for customer and business, efficient follow-up and enhanced overall service quality.
- Served as a liaison between clients and internal departments to facilitate seamless coordination of efforts towards meeting client objectives.
Licensing Instructor
Southwest Training Systems
10.2015 - 02.2019
- Trained managers in 27 Arizona school districts to obtain and maintain their ServSafe Certification. A 98 % success rate.
- Traveled to district locations and adapted training to meet diverse requirements and bilingual staff.
- Balanced fast paced work environment during peak times which benefited staff to be compliant with state and federal guidelines to food safety.
Meeting Manager
American Express
03.1990 - 04.2013
- 100% Client retention and highest rating for customer service
- Diversity Leader/Coordinator
- Developed training program for new hires
- Responsible for million-dollar budget forecasting event revenue, budgeting and comprehensive post event billing reconciliation.
- Reduced logistical expenditures 90%, resulting in cost-savings of $400,000.
- Enhanced attendee satisfaction by meticulously organizing and managing meetings and events.
Education
High School Diploma -
Maricopa Community Colleges - Glendale Community College
Glendale, AZ09.1994
Skills
- 100 % highly satisfied rating on direct feedback surveys
- Proactively troubleshooting and resolving account related issues
- Created documentation to educate 60 CSRs on updating member accounts
- Policies and Procedures Adherence
Accomplishments
Distinguished Toastmaster
AMEX Star Performer
Regent Club Award
Pacesetter
Honors And Awards
- AMEX Star Performer
- Toastmasters (acting President)
- Regent Club Award
- Trendsetter
Certification
Serve Safe Certified Instructor
Timeline
Customer Advocate
Blue Cross Blue Shield AZ
07.2019 - Current
Licensing Instructor
Southwest Training Systems
10.2015 - 02.2019
Meeting Manager
American Express
03.1990 - 04.2013
High School Diploma -
Maricopa Community Colleges - Glendale Community College
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