Gwendolyn Starling Guice
Customer Service AdvocateII
Columbia,SC
Summary
Dedicated and motivated professional with extensive experience in customer service and management. Proven ability to quickly grasp and excel in new concepts. Passionate about delivering exceptional customer experiences and driving company success.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Advocate II
Blue Cross Blue Shield SC-South Carolina, SC
10.2023 - Current
- Handled provider inquiries and suggestions courteously and professionally
- Actively listened to providers and members, handling concerns promptly
- Answered member and provider telephone calls quickly to minimize wait times
- Maintained patient records by HIPAA regulations
- Investigated insurance claim denials and appeals and verified insurance eligibility and coverage
- Educated callers on important policies and procedures.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Adapted quickly to changes in company policies or systems, ensuring minimal disruption in service delivery during transitions.
Customer Service Representative
iQor -Remote
07.2022 - 10.2023
- Managed customer inquiries and suggestions with professionalism
- Escalated major issues to supervisors and resolved minor concerns swiftly
- Maintained patient records per HIPAA regulations
- Verified insurance eligibility and coverage for patients.
Store Manager
SHOE SHOW INC-Little Rock, AR
04.2022 - 07.2022
- Managed front-end operations, maintained store organization, and trained new employees
- Handled customer complaints and facilitated returns and exchanges
- Prepared nightly bank deposits and managed cash registers accurately.
Production Worker
Guard Line, Inc.-Atlanta, TX
02.2022 - 04.2022
- Completed production tasks to prepare products for shipment.
- Followed safety procedures and guidelines to maintain safe working environments.
- Used equipment properly to avoid workplace hazards or injuries.
- Maintained cleanliness of workstations, contributing to a well-organized work environment for increased productivity.
- Met or exceeded daily production targets consistently through efficient task execution and effective time management skills.
Store Manager/Traveling Manager
SHOE SHOW INC-Columbia, SC
04.2021 - 01.2022
- Oversaw store operations, trained employees, managed inventory and resolved customer complaints
- Prepared and submitted reports, managed employee performance, and handled disciplinary actions.
Customer Service Representative
Teleperformance-Columbia, SC
09.2020 - 04.2021
- Assisted callers with orders and product inquiries for Dick's Sporting Goods.
Customer Service Representative
MAXIMUS-Blythewood, SC
02.2020 - 06.2020
- Managed inbound and outbound calls for the 2020 Census, maintaining customer confidentiality.
Customer Service Representative
Chayil Group LLC-Remote
11.2019 - 04.2020
- Processed customer payments and resolved account issues for TXU Energy.
Shoe Show Sales Associate/Assistant Manager
Shoe Show-Columbia, SC
09.2019 - 12.2019
- Managed customer transactions, organized merchandise, and trained new employees.
Assistant Manager/Cashier
Sonic Drive-In-Columbia, SC
07.2019 - 08.2019
- Managed employees, handled cash transactions, and resolved customer issues.
Express Scripts Customer Service
Teleperformance WellCare Medicaid-Columbia, SC
11.2016 - 04.2019
- Educated members about benefits, directed calls, and ensured compliance with HIPAA standards.
Education
Trade school in barber -
South Carolina Department of Labor Licensing And Regulations
Columbia, SC03.2024
Associate in Clinical Medical Assistant -
San Joaquin Valley College
Visalia, CA02.2017
High School Diploma -
Atlanta High School
Atlanta, TX05.1997
Skills
- Technical Support
- HIPAA Compliance
- Microsoft Office Suite
- Retail and Sales
- Critical Thinking
- Medical Claims Reading
- Merchandising and Inventory Management
- Leadership
- Insurance Verification
- Customer Service Excellence
- Conflict Resolution
- Call Center Operations
- Data Entry
- Problem-solving abilities
- Assertiveness
- Computer Proficiency
- Microsoft Outlook
- Credit card processing
- Order Fulfillment
- Active Listening
- Verbal and written communication
- Complex Problem-Solving
- Computer Skills
- Decision-Making
- Positive Attitude
- Multitasking
- Hiring and Training
Certification
- Intercept oral fluid device
- Hair collection
- Hair Braider
State
SC
Zip
29203
City
Columbia
Accomplishments
- Supervised team of 10 staff members.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Advocate II
Blue Cross Blue Shield SC-South Carolina, SC
10.2023 - Current
Customer Service Representative
iQor -Remote
07.2022 - 10.2023
Store Manager
SHOE SHOW INC-Little Rock, AR
04.2022 - 07.2022
Production Worker
Guard Line, Inc.-Atlanta, TX
02.2022 - 04.2022
Store Manager/Traveling Manager
SHOE SHOW INC-Columbia, SC
04.2021 - 01.2022
Customer Service Representative
Teleperformance-Columbia, SC
09.2020 - 04.2021
Customer Service Representative
MAXIMUS-Blythewood, SC
02.2020 - 06.2020
Customer Service Representative
Chayil Group LLC-Remote
11.2019 - 04.2020
Shoe Show Sales Associate/Assistant Manager
Shoe Show-Columbia, SC
09.2019 - 12.2019
Assistant Manager/Cashier
Sonic Drive-In-Columbia, SC
07.2019 - 08.2019
Express Scripts Customer Service
Teleperformance WellCare Medicaid-Columbia, SC
11.2016 - 04.2019
Trade school in barber -
South Carolina Department of Labor Licensing And Regulations
Associate in Clinical Medical Assistant -
San Joaquin Valley College
High School Diploma -
Atlanta High School
- Intercept oral fluid device
- Hair collection
- Hair Braider
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