Courtney Lankford
Hampton,VA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Professional with strong background in customer service, adept at handling client inquiries and resolving issues efficiently. Skilled in communication, problem-solving, and conflict resolution, consistently ensuring customer satisfaction. Highly adaptable, team-oriented, and results-driven, excelling in fast-paced, dynamic environments. Passionate about fostering positive customer experiences and contributing to team success.
Overview
27
27
years of professional experience
Work History
Claims Customer Service Advocate
PGBA of BCBS
Florence, SC
04.2025 - Current
- Based on the provided work history for a Customer Service Advocate at PGBA of BCBS, here are six original resume statements that address missing high-value responsibilities while mirroring the user's writing style:
- **Facilitated resolution of complex customer issues by collaborating with internal departments to enhance service.**
- **Documented and tracked customer interactions using CRM tools to ensure accurate record-keeping.**
- **Conducted follow-up calls to verify customer satisfaction and gather feedback on service quality.**
- **Guided customers through claims and benefits processes, ensuring compliance with regulatory standards.**
- **Participated in training sessions to stay updated on policy changes and improve service delivery.**
Problem Solver
Amazon
Suffolk, Virginia
03.2023 - Current
- Monitored warehouse processes to spot trends and specific problems.
- Examined damaged products and processed disposals.
- Met USDA requirements by adding expiration dates to food items.
- Verified condition of order items, weights and destination information.
- Helped coordinate flow of items from receiving through storage and fulfillment.
Customer Service Representative
Elevance Health/WFH
Richmond, Virginia
11.2022 - 06.2023
- Answered customer questions about policies and procedures with friendly and knowledgeable approach.
- Investigated and resolved customer concerns related to order inquiries and delivery tracking.
- Maximized satisfaction by anticipating needs and consistently offering expert support.
- Answering customers and providers question on their Medicaid account like going over the plan.
- Investigating authorization and appeal on the customer account going over them with the member and provider putting in a medical appeal.
- Getting customers and provider to the right department.
Material Handler
AAFES
Newport News, VA
03.2022 - 07.2022
- Loaded completed orders on pallets according to delivery numbers.
- Unloaded cargo from trucks with mechanized equipment.
- Loaded unloaded, moved, stacked and staged product after pinpointing most effective material handling equipment for specific tasks.
Credit Card Customer Service Representative
Navy Federal Credit Union/WFH
Arlington, VA
07.2021 - 03.2022
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Answered questions and informed customers of current sales and promotions.
- Handled client inquiries with exceptional professionalism and enthusiasm.
- Provided customer service and issue resolution to increase QA satisfaction levels.
- Educated clients on how to conduct transactions with convenient online solutions.
Service Desk Tier 1/WFH
Huntington Ingalls Industries, Newport News Shipbuilding
Newport News, VA
12.2020 - 01.2021
- Received inbound telephone calls from shipyard employees, providing them with customer service gathering customer's information and to determine the issue, that they were facing with their computer.
- Doing soft trouble shooting on the computer before getting them over to the next Tier 2.
Dispatcher
Huntington Ingalls Industries
Newport News, VA
11.2019 - 10.2020
- Inbound telephone calls from employees that have to take transportation from building to building with in the shipyard or outside that is not walking distance for the employees, dispatch calls to the taxis driver over the radio.
Customer Service Representative
Newport News Waterworks
Newport News, VA
09.2019 - 11.2019
- Inbound telephone clarifying customers questions about their water bill, making payment arrangement on the customer's account, setting up new service or canceling service for the customer's, dispatching calls to the tech to customer's property to do service.
Chat Support Specialist
Maximus
Hampton, VA
06.2019 - 09.2019
- Chatting with customer's informing them on the new Medicaid plans for the state of North Caroline, going over the plans and benefits of the plan that will best fit there family.
Customer Care Specialist
WPS Health Solutions
Hampton, VA
07.2017 - 05.2019
- Receive telephone, written, fax, and e-mail inquiries concerning TRICARE eligibility, benefits determinations, and claims adjudication questions or billing problems, Apply appropriate provisions of TRICARE regulations, interpretations, and procedural directives in making determinations on eligibility and benefits to determine appropriate responses to inquiries, Obtain and analyze claims data to determine specific problem area including external communication to obtain data, Communicate with inquirer to determine appropriate authorization or referral of services, Submit claims for adjudication, correction, payment, or review as appropriate, Educate providers on billing requirements of TRICARE to reduce claim problems, Respond to inquirer using various forms of communication (written letter, telephone, web, or email) within time frames to exceed contractual standards, Inform supervisory staff of system problems when identified, researching problems to provide backup data and examples when needed, Elected 1 of 12 dedicated written correspondence agents based on my productivity and accuracy, De-escalated customer issues with proven conflict mediation and problem-solving abilities.
Customer Service Representative
IBEX Global
Hampton, VA
04.2017 - 05.2017
- Inbound telephone calls clarifying customer's questions about their devices, doing troubleshooting on the customer's devices, get them to right department so the customer can get there questions clarified or troubleshooting to their device if they need the help, or make appointment for the customer at the store for more help with the device.
Emergency Gas Leak Representative/ Team Lead
Faneuil, Washington Gas
Hampton, VA
06.2016 - 09.2016
- Inbound calls for Washington Gas addressing concerned customers smelling gas in their homes, Input orders for dispatch and send technicians out to make the homes safe for our customers, Responsible for leading and assisting agents, assuring that the agents had all necessities to complete their jobs during their shifts, and assisting the assigned supervisor and agents with any questions or concerns.
Medical Assistant
The Help Clinic
Hampton, Virginia
02.2015 - 06.2015
- Acquired medical knowledge, organization and business skills to perform duties, Scheduling appointments and greeting visitors, composing and transcribing dictated letters, sorting mail, typing up patients charts, medical records filing and updating, and record-keeping, Also perform accounts receivable and payable duties, Aid assist, and perform all other medical assistance duties such as checking blood pressure, drawing blood, checking weight, height and pulse.
Customer Service Representative
NCO, T-Mobile
Hampton, VA
04.2008 - 02.2010
- Inbound telephone calls from T-Mobile wireless customers, provided detailed explanation of customer's phone bills, and applied the necessary adjustments on the account.
Customer Service Representative
Teletech, Nextel
Hampton, VA
03.2006 - 11.2007
- Handled inbound telephone calls from Nextel and Sprint wireless customers, Clarified customers phone bill, providing customers with explanation on major concerns on the customer bill or account, applied the necessary adjustments on the account and created new accounts for new customers.
Debt Collector
Portfolio Recovery Associates
Hampton, VA
04.2004 - 03.2005
- Inbound and Outbound calls to address charged off debt with customer's credit cards, Facilitated any customers service's needs, negotiated credit payments and ensure debt to be collected was received on the account.
Receptionist
Phoebe Putney Hospital
Hampton, VA
06.1999 - 08.1999
- Responsible for handling front office reception area and administrative duties including greeting guests offering guests refreshments, answering phones, handling company inquiries, and sorting and distributing mail, Also scheduled meetings and travel for executives.
Education
Associate Degree - Medical Assisting
Bryant & Stratton College
Hampton, VA06-2015
High School Diploma - General Studies
Phoebus High School
Hampton, VA06-1999
Skills
- Database
- Dispatcher
- Data Entry
- Typing
- Troubleshooting
- Telephone
- Answering phones
- Researching
- Record-keeping
- Reception
- Microsoft Word
- Office
- EXCEL
- Medical Terminology
- Letters
- Insurance
- Front office
Personal Information
Title: Database Dispatcher
Timeline
Claims Customer Service Advocate
PGBA of BCBS
04.2025 - Current
Problem Solver
Amazon
03.2023 - Current
Customer Service Representative
Elevance Health/WFH
11.2022 - 06.2023
Material Handler
AAFES
03.2022 - 07.2022
Credit Card Customer Service Representative
Navy Federal Credit Union/WFH
07.2021 - 03.2022
Service Desk Tier 1/WFH
Huntington Ingalls Industries, Newport News Shipbuilding
12.2020 - 01.2021
Dispatcher
Huntington Ingalls Industries
11.2019 - 10.2020
Customer Service Representative
Newport News Waterworks
09.2019 - 11.2019
Chat Support Specialist
Maximus
06.2019 - 09.2019
Customer Care Specialist
WPS Health Solutions
07.2017 - 05.2019
Customer Service Representative
IBEX Global
04.2017 - 05.2017
Emergency Gas Leak Representative/ Team Lead
Faneuil, Washington Gas
06.2016 - 09.2016
Medical Assistant
The Help Clinic
02.2015 - 06.2015
Customer Service Representative
NCO, T-Mobile
04.2008 - 02.2010
Customer Service Representative
Teletech, Nextel
03.2006 - 11.2007
Debt Collector
Portfolio Recovery Associates
04.2004 - 03.2005
Receptionist
Phoebe Putney Hospital
06.1999 - 08.1999
High School Diploma - General Studies
Phoebus High School
Associate Degree - Medical Assisting
Bryant & Stratton College