Courtney Woodard
Columbia,SC
Summary
Successful Customer Service with 10 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
7
7
years of professional experience
Work History
Customer Service Advocate II
Experis Agency - Blue Cross Blue Shield
12.2022 - 10.2023
- Initiate and process adjustments by performing research to resolve inquiries, coordinate with other departments to resolve problems and assist with prior inquiries.
- Answer and manage high volume of incoming calls from providers and members.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Analyzed medical records and other documents to determine approval of requests for authorization.
- Input all patient data regarding claims and prior authorizations into system accurately.
- Provided prior authorization support for physicians, healthcare providers and patients in accordance with payer guidelines.
- Evaluated clinical criteria for approval or denial of services requiring pre-authorization.
- Filed and maintained patient records in accordance with HIPAA regulations.
Patient Service Representative
Call 4 Health
08.2022 - 12.2022
- Schedule patient appointments and manage appointment cancellations and rescheduling.
- Maintain patient records and update electronic medical records as appropriate.
- Obtaining patients' addresses, contact details, insurance information, and medical histories.
- Updating and verifying patient information prior to scheduling or setting up appointments.
- Verified insurance eligibility and coverage for patients.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Filed and maintained patient records in accordance with HIPAA regulations.
Customer Contact Center Specialist
Northwest Bank Contact Center
02.2022 - 08.2022
- Worked at a contact center, responsible for providing quality and efficient customer service, utilizing multiple customer databases to provide information, support and helping customers find the best banking solutions to meet their specific needs.
- Met productivity standards and completed work in a timely manner by always ensuring compliance with scheduling requirements, attendance and confidentiality.
- Identified and resolved customer problems in an efficient manner by gathering and analyzing information skillfully and developed alternative solutions for the customer.
- Managed difficult or emotional customer situations by always responding promptly to customer needs, customer requests and meeting commitments.
- Made all outbound calls as delivered and instructed in an efficient manner.
- Document results as instructed and ensured compliance with Northwest's policies and procedures, and Federal/State regulations.
Guest Service Representative (Aide Assistant)
Sheraton Hotels & Resorts
05.2021 - 05.2022
- Answered hotel phones with professionalism and directed calls appropriately.
- Maintained high level knowledge of all hotel services offered to answer guest questions.
- Inputted daily occupancy, room rate and revenue into property. management system for updated recordkeeping and accounting.
- Assisted guests with luggage and provided directions to rooms to enhance customer service.
- Maintained high level of professionalism and discretion when dealing with guests.
- Greeted guests upon arrival by providing warm welcome.
- Collaborated with front-of-house and housekeeping departments to facilitate smooth hotel operations.
Retail Associate
Plato's Closet
01.2019 - 03.2020
- Maintained clean sales floor and straightened and faced merchandise.
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
- Refunded payments for returned items, processed exchanges, and offered store credit to achieve customer satisfaction.
- Used POS system to process sales, returns, online orders, and gift card activations.
- Managed efficient cash register operations.
Call Center Representative
Dial America Marketing
12.2016 - 12.2018
- Entered client's payment data into computer database by maintaining confidentiality and following guidelines.
- Responded to customer calls and emails to answer questions about products and services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Leveraged sales expertise to promote products and capitalize on upsell opportunities.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Education
Veterinary Assistant Diploma - Animal Health
Great Lakes Institute of Technology
Erie, PA07.2018
High School Diploma -
Erie First Christian Academy
Erie, PA06.2017
Skills
- Detail Oriented
- Knowledge of Microsoft, Excel, and Outlook Office Programs
- Strong Customer Service Skills
- Banking and Financing
- Veterinary Assistant Experience
- 9-month experience in medical prior authorizations
- 9-month experience of billing and diagnosis codes
- Strong Listening and Communication Skills
- Quick Learner
- Office Equipment Proficiency
- Data Entry
- Problem-Solving Abilities
- Professional Telephone Demeanor
- Computer Proficiency
- Call Center Operations
- Complaint Resolution
- Appointment Setting
- Sales Expertise
Timeline
Customer Service Advocate II
Experis Agency - Blue Cross Blue Shield
12.2022 - 10.2023
Patient Service Representative
Call 4 Health
08.2022 - 12.2022
Customer Contact Center Specialist
Northwest Bank Contact Center
02.2022 - 08.2022
Guest Service Representative (Aide Assistant)
Sheraton Hotels & Resorts
05.2021 - 05.2022
Retail Associate
Plato's Closet
01.2019 - 03.2020
Call Center Representative
Dial America Marketing
12.2016 - 12.2018
Veterinary Assistant Diploma - Animal Health
Great Lakes Institute of Technology
High School Diploma -
Erie First Christian Academy
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