Christina Frederic
Jacksonville,Florida
Summary
Dedicated professional with demonstrated strengths in customer service, time management and reliable employee. Good at troubleshooting problems and building successful solutions. Excellent verbal and written communicator with strong background cultivating positive relationships and exceeding goals. Capable and experienced working in challenging environments. Dependable employee seeking opportunity to expand my skills and contribute to company success. Considered hardworking, ethical and detail-oriented. Excited about future opportunities in the next career step.
Overview
11
11
years of professional experience
Work History
Medicare Appeals & Grievances Coordinator
Florida Blue - Blue Cross Blue Shield Of Florida
Jacksonville, FL
06.2020 - Current
- Prepared written responses to customers regarding the status of their appeal or grievance filings.
- Collaborated with other departments within the organization to identify potential solutions for resolving customer disputes.
- Coordinator Trained new employees on company policies, procedures, and best practices for managing appeals and grievances.
- Supported team members during periods of high caseloads or tight deadlines by assisting with their tasks when needed.
- Followed up on unresolved cases to keep customers informed of progress towards solution.
- Conducted thorough investigations of complaints submitted by customers. Facilitated communication between customers and relevant parties throughout resolution process.
- Developed strategies to minimize occurrence of customer complaints requiring escalation to appeal or grievance status.
Customer Service Representative
Florida Blue - Blue Cross Blue Shield Of Florida
Jacksonville, FL
08.2016 - 06.2020
- Proficiently handled critical customer inquiries, ensuring prompt resolution and high levels of satisfaction.
- Focus on resolving questions and issues, helping customers utilize our products, tools, and services directly.
- Delivered exceptional customer service by promptly documenting, thoroughly investigating, and successfully resolving various customer issues.
- Managed difficult customer situations with professionalism and empathy. Navigated multiple computer systems and utilized search tools to find information.
- Deliver exceptional customer service, effectively resolving complaints within specified timelines.
Customer Service Representative
ADT Security
Jacksonville, FL
03.2014 - 08.2016
- Managed 100 calls per day efficiently in fast-paced call center environment.
- Collaborated across departments to resolve customer-related issues.
- Managed difficult customer situations with professionalism and empathy.
- Addressed and resolved customer concerns and complaints.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Customer Service Representative
Convergys
Jacksonville, FL
09.2013 - 03.2014
- Enhanced customer satisfaction with fast, knowledgeable service.
- Built trusting relationship with customers to better understand needs. Resolved product or service issues by clarifying customer complaints and offering appropriate solutions.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Increased customer satisfaction ratings 100% by effectively answering questions, suggesting effective solutions and resolving issues quickly.
- Customer Service Representative Handle questions via phone, upgrades or troubleshooting issues, addressing billing information.
Education
High School Diploma -
Miramar High School
Miramar, FL06-2010
Skills
- Critical thinking
- Dispute Resolution
- Team building
- Attention to detail
- Analytical skills
- Problem-solving
- Professionalism
- Written Communication
- Excellent Communication
- Problem Resolution
- Strong analytical skills
- Data Entry
- Complaint resolution
- Technical Support
Timeline
Medicare Appeals & Grievances Coordinator
Florida Blue - Blue Cross Blue Shield Of Florida
06.2020 - Current
Customer Service Representative
Florida Blue - Blue Cross Blue Shield Of Florida
08.2016 - 06.2020
Customer Service Representative
ADT Security
03.2014 - 08.2016
Customer Service Representative
Convergys
09.2013 - 03.2014
High School Diploma -
Miramar High School
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