Erica Cole
Smyrna,GA
Summary
Experienced collaborator skilled in meeting needs, improving processes, and exceeding requirements in team environments. Diligent worker with strong communication and task prioritization skills. Self-motivated customer service representative with over 15 years of experience in satisfying customer needs. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
17
17
years of professional experience
Work History
Service Consultant
Progressive
11.2023 - Current
- Deliver clear communication regarding service procedures and expected timelines.
- Document payment details and personal information on customer accounts.
- Serve as a key point of contact for clients, providing expert guidance on products and services while maintaining excellent communication throughout all stages of the process.
- Collaborate with team members to develop new strategies for enhancing customer satisfaction and retention.
- Increase efficiency and team productivity by promoting operational best practices.
- Promote superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Meet customer call guidelines for service levels, handle time and productivity.
PROVIDER DATA SPECIALIST
Optum
04.2022 - 10.2023
- Responsible for various research and loading activities related to provider network database
- Research provider information using programs such as Plinx, Facets, Sales Force and SharePoint
- Initiate request to properly maintain the provider data housed in company database to allow for proper claim payments and member directory information
- Respond to provider request to terminate contracts and send request for additional information via email
- Self-motivated, with strong sense of personal responsibility
- Proven ability to learn quickly and adapt to new situations
- Managed time efficiently in order to complete all tasks within deadlines.
CUSTOMER SERVICE ASSOCIATE
United Behavioral Health
12.2013 - 05.2022
- Handled customer inquiries and suggestions courteously and professionally
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Answered constant flow of customer calls with minimal wait times
- Answered customer telephone calls promptly to avoid on-hold wait times
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Offered advice and assistance to customers, paying attention to special needs or wants
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Managed over 50 customer calls per day.
CUSTOMER SERVICE REPRESENTATIVE
Highmark Blue Cross Blue Shield Delaware
07.2012 - 04.2013
- Supported incoming callers by managing claims, benefits, and enrollment requests
- Maintained an accurate member database by carefully documenting benefit quotes and other details
- Primarily responsible for resolving outstanding inquiries within member database
- Managed over 50 customer calls per day
- Responded to customer requests for products, services, and company information
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
MEMBER CORRESPONDENCE REPRESENATIVE
Independence Blue Cross
06.2007 - 07.2010
- Managed written and electronic correspondence from members regarding claim status, claim payments and benefit information
- Maintained accurate member database by entering Independence Blue Cross and non Independence Blue Cross HIPAA authorizations
- Generated member correspondence, such as benefits notices, letters of eligibility, and benefits
- Managed over 50 documents per day
- Demonstrated respect, friendliness and willingness to help wherever needed
- Proved successful working within tight deadlines and a fast-paced environment.
Education
High School Diploma -
Martin Luther King High School
06.1996
Skills
- Administrative Support
- Goals and Performance
- Data Communications
- Electronic Filing System
- Exceptional Attention to Detail
- Analytical Skills
- Customer Relations
- Client Relationship Building
- Strong Work Ethic
- Listening Skills
- Multitasking and Organization
- Customer Relationship Management
Timeline
Service Consultant
Progressive
11.2023 - Current
PROVIDER DATA SPECIALIST
Optum
04.2022 - 10.2023
CUSTOMER SERVICE ASSOCIATE
United Behavioral Health
12.2013 - 05.2022
CUSTOMER SERVICE REPRESENTATIVE
Highmark Blue Cross Blue Shield Delaware
07.2012 - 04.2013
MEMBER CORRESPONDENCE REPRESENATIVE
Independence Blue Cross
06.2007 - 07.2010
High School Diploma -
Martin Luther King High School
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