Falise Burrell
Orlando,FL
Summary
Proven Account Manager with a track record of enhancing client satisfaction and retention at Paylocity through exceptional customer service and relationship building. Skilled in account management and teamwork, adept at resolving complex issues, fostering continuous improvement, and maintaining compliance. Achieved high client loyalty by prioritizing effective communication and problem-solving.
Overview
7
7
years of professional experience
Work History
Account Manager / Chat Representative
Paylocity
04.2022 - 07.2024
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
Grievance Appeals Specialist
Cigna
01.2023 - 12.2023
- Provided training and mentorship to new team members, fostering a collaborative work environment focused on continuous improvement.
- Promoted a culture of continuous learning and development within the Grievance Appeals team, encouraging skill growth and knowledge sharing.
- Collaborated with cross-functional teams to address systemic issues identified during the grievance appeals process.
- Assisted in policy development by providing expert insights based on experience handling complex grievances and appeals cases.
- Maintained compliance with regulatory requirements by staying current on industry standards and guidelines.
Benefits Verification Specialist
Caremark LLC
06.2021 - 03.2022
- Enhanced claim processing efficiency by reviewing and verifying insurance benefits information.
- Assisted clients with resolving complex benefits issues, improving overall customer satisfaction.
- Increased accuracy in verifying patient eligibility through diligent cross-checking of multiple databases before finalizing claim submissions.
Customer Service Representative Ll
Centene
08.2017 - 02.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
Bachelor Of Applied Science - Business Administration And Management
Seminole State College of Florida
Sanford, FL01.2034
Skills
- Account Management
- Customer Service
- Teamwork and Collaboration
- Client Relations
- Client Relationship Management
- Customer Satisfaction
- Relationship Building
Timeline
Grievance Appeals Specialist
Cigna
01.2023 - 12.2023
Account Manager / Chat Representative
Paylocity
04.2022 - 07.2024
Benefits Verification Specialist
Caremark LLC
06.2021 - 03.2022
Customer Service Representative Ll
Centene
08.2017 - 02.2021
Bachelor Of Applied Science - Business Administration And Management
Seminole State College of Florida
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