GRACI KELLY
Ransomville,NY
Summary
Experienced in member advocacy with strong knowledge of developing and implementing strategies to improve customer satisfaction. Skilled at resolving complex issues, providing comprehensive support, and strengthening relationships between organization and members. Impact made by driving improvements in customer engagement and operational processes that enhanced overall member experience. Showcased leadership skills through proactive communication, problem-solving abilities, and commitment to professional growth.
Overview
6
6
years of professional experience
Work History
Member Advocate
Aither Health
04.2024 - Current
- Provided guidance on insurance policies and procedures to members.
- Assisted members with understanding their benefit plans and coverage options.
- Resolved member complaints efficiently and effectively.
- Maintained accurate records of all interactions with members.
- Performed data entry tasks related to membership information updates.
- Interfaced with other departments to ensure timely resolution of issues.
- Monitored incoming calls and emails from members seeking assistance or advice.
- Applied HIPAA privacy and security regulations while handling patient information.
- Addressed patient inquiries and concerns, resolving issues in a timely and empathetic manner.
- Handled high volume of incoming calls, providing exceptional customer service to patients and families.
CUSTOMER SERVICE REPRESENTATIVE
Highmark Blue Cross Blue Shield
Buffalo, NY
06.2023 - 04.2024
- Maintained a high level of professionalism when dealing with difficult customers
- Handled customer complaints and inquiries in a courteous and efficient manner
- Provided exceptional customer service to ensure customer satisfaction
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers
- Performed data entry tasks accurately and in a timely manner
- Adhered to company policies and procedures while providing superior service
- Provided account information to customers and explained bill service policies and customer rights
- Conducted regular follow-up calls with customers after resolving their issues
- Provided guidance on insurance policies and procedures to members.
- Assisted members with understanding their benefit plans and coverage options.
SUBWAY SANDWICH ARTIST/CASHIER
Subways/Crosbys
Ransomville
05.2018 - 06.2023
- In charge of greeting and serving customers
- Preparation of food
- In charge of training new hires
- Maintain food safety and sanitation standards
- Handle and process light paperwork
Education
HIGH SCHOOL DIPLOMA -
Wilson High School
NY01.2006
Skills
- Customer service
- Communication skills
- Problem solving skills
- Culinary experience
- Time management
- Food handling
- Attention to Detail
- Multitasking and Prioritizing
- Food service
- Marketing
- Management skills
- Sales
- Restaurant experience
- POS
- Interpersonal Communication
- Problem-Solving
Timeline
Member Advocate
Aither Health
04.2024 - Current
CUSTOMER SERVICE REPRESENTATIVE
Highmark Blue Cross Blue Shield
06.2023 - 04.2024
SUBWAY SANDWICH ARTIST/CASHIER
Subways/Crosbys
05.2018 - 06.2023
HIGH SCHOOL DIPLOMA -
Wilson High School
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