Colette Brown
Dallas
Summary
Dynamic Member Care Advisor III with extensive experience at NCD, excelling in member education and insurance coordination. Proven ability to enhance customer satisfaction through effective communication and problem-solving skills. Adept at managing databases and processing payments, consistently delivering high-quality support in fast-paced environments.
Overview
16
16
years of professional experience
Work History
Member Care Advisor III
NCD
Dallas
06.2019 - Current
- Explained policies, procedures and services to patients.
- Educated clients about available services and benefits related to their condition and situation.
- Identified needs of customers promptly and efficiently.
- Updated and maintained databases with current information.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Maintained updated knowledge through continuing education and advanced training.
- Received and routed care team messages and documents to appropriate staff.
- Obtained informed consent and payment documentation from patients and filed in system.
- Coordinated with insurance companies to confirm patient coverage and process claims.
Customer Service Specialist
Bank of America
Addison
10.2009 - 09.2013
- Developed strategies for improving customer service processes based on feedback from customers and team members.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Identified needs of customers promptly and efficiently.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Customer Support Specialist
Kohls Call Center
Dallas
08.2014 - 03.2019
- Performed data entry of customer orders into the company's order management system.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Maintained a high level of professionalism while interacting with customers via phone or email.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Updated databases with new and modified customer data.
- Promoted available products and services to customers during service, account management and order calls.
- Updated system with order specifics and customer details, preferences, and billing information.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
Education
Banking Requirement Training Course
Bank of America Training Course
Addison, TX11-2009
Project Management Negotiating With Creditors
Debt Settlement Training Course
Dallas, TX12-2007
Medical Transcription Course
Ashworth College
Norcross, GA01-2003
Skills
- Database management
- Insurance coordination
- Patient education
- Claims processing
- Policy explanation
- Customer service
- Communications skills
- Time management
- Data entry
- Attention to detail
- Problem solving
- Office administration
- HIPAA compliance
Timeline
Member Care Advisor III
NCD
06.2019 - Current
Customer Support Specialist
Kohls Call Center
08.2014 - 03.2019
Customer Service Specialist
Bank of America
10.2009 - 09.2013
Banking Requirement Training Course
Bank of America Training Course
Project Management Negotiating With Creditors
Debt Settlement Training Course
Medical Transcription Course
Ashworth College
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