Isabella Choice
North Chesterfield,VA
Summary
Dedicated professional with demonstrated strengths in customer service, time management, and trend tracking. Good at troubleshooting problems and building successful solutions. Excellent verbal and written communicator with strong background cultivating positive relationships and exceeding goals. Inbound call management Critical thinking Written communication Multitasking Analytical thinking
Overview
8
8
years of professional experience
Work History
Member Advocate
Blue Cross Blue Shield of Massachusetts
11.2023 - Current
- Demonstrated empathy and understanding when dealing with difficult or sensitive situations involving members.
- Worked closely with other departments as needed to resolve cross-functional matters impacting members'' experiences positively.
- Handled complex claim issues, effectively communicating with members, providers, and internal departments to ensure resolution.
- Retained detailed records of all chat support interactions, ensuring optimal documentation for quality assurance purposes.
Medical Review Analyst
Solarity
08.2021 - 11.2023
- Utilized electronic medical record systems to store, retrieve and process patient data.
- Input data into computer programs and filing systems.
- Communicated effectively with staff, patients, and insurance companies by email and telephone.
- Maintained accuracy, completeness, and security for medical records and health information.
Chat Support Representative
Startek
11.2020 - 06.2022
- Determined charges for services requested and arranged for billing.
- Referred unresolved customer grievances to designated departments for further investigation.
- Recorded details of inquiries or complaints to maintain up-to-date records of customer interactions and
transactions. - Processed customer adjustments to maintain financial accounts.
- Monitored customer accounts to identify and rectify billing issues
- Researched and resolved billing discrepancies to enable accurate billing
- Assisted with billing inquiries and provided timely responses to enhance customer satisfaction
Reservations Chat Agent
Holland America Line
06.2018 - 05.2020
- Answer incoming chats, up to two concurrently, for Holland America Clients.
- Assist guests with booking cruise reservations or answer cruise-related questions
- Assist with pre-cruise transportation including flights, hotels, and packages
- Provide information on the correct documentation required for their trip
Processed booking information that needed to be sent by mail - Updated records with all interactions and customer transactions
- Respond to customer emails in a courteous and business-like fashion and met inbound customer needs
- Assisted with tasks and work duties during slow periods to maintain team productivity
Sales Chat Agent
GC Services
07.2017 - 01.2018
- Responded to customer inquiries and provided accurate information about products and services via live chat
- Documented all customer information accurately in the computer system, providing dated notes for future reference
- Monitored customer conversations and provided timely, knowledgeable assistance
- Stayed current on company offerings and industry trends
- Developed exemplary writing skills through continued correspondence with upwards of 50 customers per day
- Asked open-ended questions to determine which products or services would be best fit for customer's needs
Technical Support Representative
Isabella Choice, Ibex Global
01.2017 - 07.2017
- Worked with customers to explain product features, prices, and credit terms
- Redirected and overcame objections using exceptional communication skills and in-depth product knowledge
- Guided users through step-by-step solutions following pre-determined scripts and technical troubleshooting procedures
- Maintained detailed records of daily interactions with customers, including contacts, fulfillment actions, and processing of support agreements
- Diagnosed and resolved technical hardware and software issues
- Accommodated wide-ranging customer experience levels by adjusting technical support strategies
- Met performance targets by guiding calls with excellent communication skills and decisive approach
- C
Education
Bachelor's -
Stratford University
08.2021
High School Diploma -
Dinwiddie High School
06.2016
Skills
- Efficient and Detail-Oriented
- Data Entry and Maintenance
- Customer Account Management
- Responding to Difficult Customers
- Excellent Attention to Detail
- Live chat Messaging
- Team-Oriented and Cooperative
- Problem-Solving
- Multitasking and Organization
- Team Collaboration
- Medical Terminology
Timeline
Member Advocate
Blue Cross Blue Shield of Massachusetts
11.2023 - Current
Medical Review Analyst
Solarity
08.2021 - 11.2023
Chat Support Representative
Startek
11.2020 - 06.2022
Reservations Chat Agent
Holland America Line
06.2018 - 05.2020
Sales Chat Agent
GC Services
07.2017 - 01.2018
Technical Support Representative
Isabella Choice, Ibex Global
01.2017 - 07.2017
Bachelor's -
Stratford University
High School Diploma -
Dinwiddie High School
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