ELENA IBAR-RENNIE
Charleston,SC
Summary
Customer Care Associate experienced in effective communication and problem resolution. Enhanced customer satisfaction through streamlined processes and personalized support while managing interactions to ensure loyalty. Delivered high-quality service in fast-paced environments by collaborating with team members and adapting to changing demands.
Overview
15
15
years of professional experience
Work History
Customer Care Associate
Health First Health Insurance
Palm Bay, FL
08.2024 - Current
- Provides exceptional customer service and support to ensure customer satisfaction. • Managed a large volume of incoming calls and emails from customers, addressing their concerns and providing accurate information. • Maintained a high level of product knowledge to effectively assist customers with their needs. • Resolved customer inquiries, complaints, and issues promptly and professionally, enhancing customer satisfaction. • Conducted follow-up calls and emails post-resolution to confirm issue resolution and gather customer feedback. • Verified insurance eligibility and benefits for customers to ensure accurate coverage information. • Conducted pre-sales activities for Medicare and commercial plans to educate potential customers. • Medical and Pharmacy Prior Authorization submissions • Managed inquiries regarding medical and pharmacy claims to provide customers with resolution. • Facilitated provider relations services to enhance communication and collaboration with healthcare providers. • Processed premium billing payments and inquiries, verifying network affiliations for accuracy..
- Reviewed letters of agreement and exceptions to ensure compliance with company policies..
- Ensure Preventive Billing Guidelines requirements are met by verifying CPT and Diagnosis codes.
- Assist Leadership with follow up on Customer Queries and provide resolution in a timely manner.
- Utilized CRM software to track customer interactions and maintain accurate records.
- Collaborated with team members to streamline processes and improve service efficiency.
- Adapted quickly to changing policies and procedures, ensuring compliance at all times.
- Participated in weekly meetings with management teams regarding goals progress updates.
- Assist members with tutorial on how to use their Mychart Account effectively for reviewing Explanation of Benefits and bill payments.
Property and Casualty Insurance Agent
Teleperformance USA
Vero Beach, FL
09.2023 - 08.2024
- Handled billing queries and payments for policies, ensuring accuracy and customer satisfaction.
- Assist members with their online portal queries.
- Provided new policy quotes and adjusted existing policy quotations, facilitating informed decision-making.
- Provide information on Operator Discounts.
- Display customer retention skills during point of contact
- Develop comprehensive insurance plans tailored to client needs, enhancing customer satisfaction and retention.
- Establish strong rapport with clients through consistent communication, building trust as their trusted advisor on insurance matters.
- Cultivated relationships with clients to identify and meet insurance needs and establish trust and rapport.
Customer Care Team Lead
Amstar Destination Management Services
JAMAICA
02.2011 - 04.2019
- Led customer care team to improve service delivery and operational efficiency.
- Developed training programs to improve team performance and customer satisfaction.
- Analyzed customer feedback to identify areas for process improvement and resolution strategies.
- Coordinated communication between departments to streamline service operations and issue resolution.
- Mentored staff on best practices for effective customer interaction and problem-solving techniques.
- Facilitated regular team meetings to track performance metrics and set service goals.
- Managed complex customer inquiries, ensuring timely resolutions while maintaining high satisfaction rates.
- Implemented quality assurance measures to maintain high standards of customer care services.
- Managed daily operations of the Customer Care Team, ensuring prompt response times and accurate issue resolution.
- Assisted in hiring decisions by conducting interviews and evaluating potential candidates for the Customer Care Team Lead position.
- Handled escalated customer concerns, resolving situations satisfactorily and restoring clients'' confidence in the company.
- Cross-trained and provided backup support for organizational leadership.
- Investigated and resolved accounting, service and delivery concerns.
Education
CNA PROGRAM - Nursing
HORIZON HEALTHCARE INSTITUTE
Palm Bay, FL06-2026
High School Diploma -
WILLIAM KNIBB MEMORIAL HIGH
JAMAICA06-2000
AHA BLS-CPR - NURSNG
HORIZON HEALTHCARE INSTITUTE
Palm Bay, FL06-2026
PHLEBOTOMY - Medical Laboratory Science
BREVARD NURSING ACADEMY
Palm Bay08-2024
Skills
- Call center experience
- Complaint handling
- Dispute resolution
- Escalation management
- Payment processing
- Customer relations
- CRM software
- Reporting and analysis
- Multitasking and organization
- Problem resolution
- Verbal and written communication
- Email communication
- Written communication
- Email management
- Product knowledge
Timeline
Customer Care Associate
Health First Health Insurance
08.2024 - Current
Property and Casualty Insurance Agent
Teleperformance USA
09.2023 - 08.2024
Customer Care Team Lead
Amstar Destination Management Services
02.2011 - 04.2019
CNA PROGRAM - Nursing
HORIZON HEALTHCARE INSTITUTE
High School Diploma -
WILLIAM KNIBB MEMORIAL HIGH
AHA BLS-CPR - NURSNG
HORIZON HEALTHCARE INSTITUTE
PHLEBOTOMY - Medical Laboratory Science
BREVARD NURSING ACADEMY