Debra Stewart
Riverdale,Georgia
Summary
Dynamic and results-driven Customer Service Representative Lead with extensive experience in high-volume, fast-paced environments, including call center operations. Proven expertise in handling escalated calls, resolving complex customer issues, and serving as a Subject Matter Expert (SME) for team members. Adept at navigating multiple systems, delivering first-call resolutions, and fostering customer satisfaction. Committed to exceeding performance metrics and driving positive health outcomes by connecting customers with the care, resources, and support they need.
Professional with solid background in customer service, ready for leadership role. Proven track record in managing teams and driving customer satisfaction. Reliable team player who adapts to changing needs and focuses on achieving results. Strong communication and conflict resolution skills with personable and approachable demeanor.
Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
2025
2025
years of professional experience
1
1
Certification
Work History
Lead Customer Service Representative
Anthem BCBS
- Managed high-volume inbound calls, addressing complex healthcare plan inquiries and pre-authorizations
- Provided real-time resolutions, collaborating with care providers and internal departments to address customer needs
- Acted as a resource for colleagues, offering insights on system navigation and customer handling
- Handled escalated calls, resolving complex customer issues in a one-and-done manner
- Researched complex issues across multiple databases to provide accurate solutions
- Assisted customers in understanding benefits, billing, and authorizations for treatment
- Achieved performance goals in call quality, efficiency, and customer satisfaction
Lead Customer Service Representative
Abeo
- Delivered exceptional customer support across multiple communication channels, achieving high satisfaction ratings
- Conducted thorough research across databases to resolve customer issues promptly
- Partnered with care providers to coordinate appointments and resolve claims inquiries
- Served as a Subject Matter Expert (SME) for team members, providing guidance on complex issues
- Handled escalated calls, ensuring timely and effective resolutions
- Assisted customers with benefit explanations, pre-authorizations, and eligibility inquiries
- Maintained detailed and accurate records in CRM systems, enhancing service delivery efficiency
Lead Customer Service Representative
Georgia Counseling
01.2021 - Current
- Handled 50+ customer interactions daily, addressing inquiries related to benefits, eligibility, and claims with empathy and professionalism
- Resolved escalated issues efficiently, ensuring first-call resolution and maintaining customer satisfaction
- Supported internal team members by sharing expertise and providing guidance on complex cases
- Documented customer interactions in the CRM system, ensuring data accuracy and compliance
- Delivered education on navigating online tools and resources, empowering customers to become self-sufficient
Education
High School Diploma -
West Craven High School
Vanceboro, NC06.1989
Skills
- Multichannel Communication
- Call Center Operations
- High-Volume Interaction Management
- Escalated Call Handling
- Issue Resolution
- Subject Matter Expertise
- Team Support
- Active Listening
- Emotional Intelligence
- Benefit Verification
- Eligibility Verification
- Appointment Scheduling
- Coordination
- Customer Education
- Self-Service Tools
- CRM Documentation
- Data Accuracy
- Problem-Solving
- Research Skills
- Time Management
- Organizational Skills
- Proficiency in Windows PC Applications
- Database Navigation
- Flexibility with Shifts
- Overtime
- Peak Workloads
- Empathy
- Patience
- Effective Communication
- Collaboration
- Adaptability
- Resilience
- Conflict Resolution
- De-escalation
- Multi-tasking
- Understanding Multiple Products
- Understanding Multiple Levels of Benefits
- Ability to Work Scheduled Shifts
- Flexibility for Scheduled Lunches
- Breaks
- Weekends
- Complaint handling
- Team member training
- Work prioritization
- Call management
Accomplishments
- Supervised team of 5 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
Certification
- HIPAA Compliance
- Customer Service Excellence
- Advanced EHR Systems Training
Additional Information
Reliable high-speed internet and dedicated workspace for remote work., Proven track record of dependable attendance and timely task completion., Flexible and adaptable to dynamic work schedules and mandatory overtime.
Languages
English
Full Professional
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Lead Customer Service Representative
Georgia Counseling
01.2021 - Current
- HIPAA Compliance
- Customer Service Excellence
- Advanced EHR Systems Training
Lead Customer Service Representative
Anthem BCBS
Lead Customer Service Representative
Abeo
High School Diploma -
West Craven High School
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