Jacqueline Parmer
Omaha,NE
Summary
Conscientious Customer Service Representative with experience solving problems creatively and using tact and diplomacy to achieve win-win outcomes. Great team player comfortable thriving in competitive, fast-paced environments. Polished in handling direct customer inquiries, implementing customer service policies and executing financial responsibilities. Excellence in Customer Service award
Overview
24
24
years of professional experience
Work History
Customer Service Representative
Blue Cross Blue Shield Of Nebraska
08.2020 - Current
- Assist providers and members with medical, dental and prescription benefits
- Provide status on medical, dental and prescription claims
- Route claims to appropriate department for review and adjustment
- Collect feedback from providers and route concerns to management and provider executives
- Collaborate up with resource center to seek resolution to benefit and claims issues.
- Follow up with providers and members on prior authorizations
- Educate providers on how to navigate website, and company policy and procedures manuel
- Establish trust and confidence with providers and members
- Call new members to welcome to Blue Cross Blue Shield, assist them with understanding health insurance
- Recipient of provider and member compliments on level of service provided
- Maintain adherence to member privacy by completing VOI
- Attend training classes
- Review timely filing requests for possible approval
- Research non timely ADOs and educate providers
- Educate and answer provider requests on company procedures and policies
- Improve provider satisfaction by addressing concerns promptly and effectively.
Senior Customer Service Representative
Graybar Electric
04.2000 - 05.2020
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
- Managed work flow to exceed quality service goals
- Maintained up-to-date knowledge of product and service changes
- Met all customer call guidelines including service levels, handle time and productivity
- Adhered to all confidentiality requirements at all times
- Built long-term customer relationships and advised customers on purchases and promotions
- Dedicated to continuously improving sales abilities and product knowledge
- Lead team in number of lines items and orders processed each month
- Routinely answered customer questions regarding merchandise and pricing
- Recipient of multiple positive reviews acknowledging dedication to excellent customer service
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot
- Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently
- Developed reputation as an efficient service provider with high levels of accuracy
- Effectively communicated with and support sales, marketing and administrative teams on a daily basis
- Provided an elevated customer experience to generate a loyal customer base
- Politely assisted customers in person and via telephone
- Investigated and resolved customer inquiries and complaints in an empathetic manner
- Updated customer orders from start to finish in an accurate and timely manner
- Effective liaison between customers and internal departments Processed, scheduled and executed customer orders for new and established customers
Education
Bachelor of Arts - Communications
University of Colorado
Denver, CO12.1992
Skills
- Exceptional interpersonal communication skills
- Excellent time management skills
- Effective problem solver
- Adherence to high customer service standards
- Customer-focused
- Well organized
- Detail-oriented
- Positive and friendly
- Staff education and training
- Knowledge of Medical, Dental and Prescription benefits and claims
- Provider Executive Support
Timeline
Customer Service Representative
Blue Cross Blue Shield Of Nebraska
08.2020 - Current
Senior Customer Service Representative
Graybar Electric
04.2000 - 05.2020
Bachelor of Arts - Communications
University of Colorado
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