Chynna Mitchell
Atlanta,Georgia
Summary
A highly detail-oriented and friendly individual with five + years’ experience in healthcare customer service and the food service industry. Knowledgeable and dedicated customer service professional with extensive experience in customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
Work History
Customer Advocate
HCSC - Blue Cross Blue Shield Of Illinois
Chicago, IL
02.2023 - Current
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
- Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
- Listened to customers in actively to assess issues and provide accurate information.
- Contacted outside providers on behalf of customers to help solve problems.
- Conducted thorough research to provide accurate information and resolve complex issues for customers.
- Documented customer concerns and inquiry resolutions in internal computer system.
- Managed multiple priorities effectively while ensuring a high level of accuracy and attention to detail in all tasks performed.
- Generated higher customer loyalty by consistently meeting or exceeding service-level agreements and performance metrics.
Senior Customer Engagement Center agent/ Marketplace/Affordable Care Act
TDC/beWellnm Group Health Insurance Marketplace
10.2022 - 02.2023
- Responsible for ensuring customer enrollment, changes, and cancellations for new and returning consumers
- Made Medicaid determination via marketplace enrollment process to include explanation of 138% below FPL eligibility, household income, citizenship and registry, Human Services Department (HSD) registration, and effective dates of coverage
- Knowledge of Marketplace infrastructure, health insurance programs, and public coverage options
- Completed required Affordable Care Act training as a certified federal marketplace agent
- Website navigation support for New Mexico residents searching for affordable healthcare insurance through the marketplace
- Determined eligibility by verifying salary, place of residence, and family size
- Assist constituents in the navigation of government resources, portals, and applications
- Completed extensive HIPAA (The Health Insurance Portability and Accountability Act) training
- Worked directly with insurance brokers, assisters, and counselors
- Adept at analyzing premium billing and the associated advanced premium tax credits (APTC)
- Tasked with reviewing requests for information/ID proofing, determining the validity of sensitive information such as tax documents, official state, federal and international identification, and paystubs
- Consistently scored above standard in quality assurance monitoring
- Member of 2022-2023 Marketplace Team that improved previous years’ metrics efficiency over 2500%! Metrics for abandonment rate decreased from 125 to less than 2 abandoned calls per day
- Commended by supervisor for excellent customer service and superior metrics
- Met Quality Assurance (QA) and other key performance metrics
- Escalated calls or issues to the appropriate designated staff for resolution as needed
- Facilitate translation services for non-English speaking callers according to procedures
- Attend meetings and training as requested maintaining up-to-date knowledge of all programs and systems
- Completed extensive 3-week training to include module testing provided by Trainual
- Flexible work hours to include night, weekend, and overtime
- Contemporary home office peripherals ideal for a virtual work environment, including highspeed internet, laptop, wireless headphones, ergonomic desk and chair, and multiple monitors.
Shift manager/Server/waitress/cook
Del Frisco’s/The Spice House/Marriott/Waffle House
01.2015 - Current
- Delivering a memorable dining experience by resolving all customer issues promptly
- Greet customers upon entrance with engaging disposition
- Prepare restaurant tables with special attention to sanitation and order
- Present restaurant menus and help customers select food/beverages
- Take and serve orders, answer questions, or make recommendations for complementary products
- Collaborate with other restaurant servers and kitchen/bar staff, deal with complaints or problems with a positive attitude
- Issue bills and accept payment.
Education
Diploma -
Bowie High School
Fashion and Marketing -
American Intercontinental University
01.2014
Skills
- Customer Relations
- Customer Service
- Issue Resolution
- Hospitality customer service
- Food safety
- Restaurant management
- Health Insurance Terminology
- Quality Assurance
- Microsoft Office
- Detail Oriented
- Office Administration
- Strategic Planning
Home Office
True, True, True, True, True
Timeline
Customer Advocate
HCSC - Blue Cross Blue Shield Of Illinois
02.2023 - Current
Senior Customer Engagement Center agent/ Marketplace/Affordable Care Act
TDC/beWellnm Group Health Insurance Marketplace
10.2022 - 02.2023
Shift manager/Server/waitress/cook
Del Frisco’s/The Spice House/Marriott/Waffle House
01.2015 - Current
Diploma -
Bowie High School
Fashion and Marketing -
American Intercontinental University