Summary
Overview
Work History
Education
Skills
Timeline
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Erica Chapple

Pittsburgh,PA

Summary

Adept at ensuring passenger safety and satisfaction, I leveraged defensive driving and exceptional customer service skills at PRT Transit to enhance rider retention. My expertise in traffic laws and proactive problem-solving significantly improved operational efficiency. With a focus on achievements, including championing diversity at Newyork Life, I excel in high-pressure environments, always prioritizing client well-being.

Overview

7
7
years of professional experience

Work History

Rail/Professional Bus Operator

PRT Transit
04.2023 - Current
  • Provided exceptional customer service to passengers, addressing inquiries, and resolving concerns in a timely and professional manner.
  • Demonstrated exceptional driving skills in various weather conditions, ensuring passenger safety during adverse situations.
  • Increased rider retention through courteous and professional interactions with passengers, addressing their concerns and answering questions.
  • Handled emergency situations calmly and efficiently while prioritizing passenger well-being above all else.
  • Improved customer satisfaction by providing safe and timely transportation to passengers.
  • Participated in ongoing training programs to stay current on industry trends, safety guidelines, and company policies.
  • Collaborated with dispatchers to quickly resolve route disruptions or delays, minimizing inconvenience to riders.

Senior Benefits Analyst

Newyork Life
01.2023 - 04.2024
  • Championed efforts towards greater diversity and inclusion within company benefits offerings, ensuring equal access for all employees.
  • Provided expert guidance to HR team members regarding complex benefits-related issues or inquiries from employees.
  • Implemented established procedures for day-to-day service and administration of benefit plans.
  • Maximized benefits program efficiency by implementing automated processes and streamlining procedures.

Cigna/Healthcare Customer Service Representative

Cigna
04.2017 - 01.2022
  • Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
  • Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
  • Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
  • Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
  • Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
  • Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
  • Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
  • Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
  • Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
  • Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
  • Expedited service times with effective triage of incoming calls, directing patients to the correct department or resource.

Education

High School Diploma -

IMC/School of Busniess&Medical
Pittsburgh, PA

Associate of Applied Science - Anesthesiologist Tech

Sanford Brown/Business
Pittsburgh, PA
2010

High School Diploma -

Pittsburgh Carrick High School
Pittsburgh, PA
06.2001

Skills

  • Traffic laws knowledge
  • Defensive Driving
  • Passenger Assistance
  • Vehicle Inspection

Timeline

Rail/Professional Bus Operator

PRT Transit
04.2023 - Current

Senior Benefits Analyst

Newyork Life
01.2023 - 04.2024

Cigna/Healthcare Customer Service Representative

Cigna
04.2017 - 01.2022

High School Diploma -

IMC/School of Busniess&Medical

Associate of Applied Science - Anesthesiologist Tech

Sanford Brown/Business

High School Diploma -

Pittsburgh Carrick High School

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Erica Chapple