Jade Bennett
Blue Cross Blue Shield of IL, MT, NM, OK & TX
Katy,TX
17
years of professional experience
Dynamic Senior Customer Advocate with a proven track record in enhancing client satisfaction and streamlining processes. Recognized for exceptional communication, problem-solving skills, and adaptability in fast-paced environments.
Work History
Senior Customer Advocate
16 Years 6 Months- Led customer service initiatives to enhance client satisfaction across multiple markets.
- Developed and implemented training programs for new customer advocates, improving onboarding efficiency.
- Analyzed customer feedback data to identify trends and recommend service improvements.
- Collaborated with cross-functional teams to streamline processes, reducing response times significantly.
- Mentored junior staff on best practices in customer advocacy and conflict resolution techniques.
- Coached junior team members on best practices in customer service, fostering a culture of excellence and accountability within the department.
- Reduced customer churn rates by implementing proactive outreach strategies and personalized support services.
- Championed process improvements that resulted in increased efficiency across the entire team without sacrificing quality or accuracy standards.
- Achieved consistent positive reviews from customers by providing empathetic support, timely follow-ups, and delivering on promises made during initial contact.
- Streamlined communication processes for improved customer engagement and faster resolution times.
- Enhanced customer satisfaction by addressing and resolving complex issues efficiently.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Promptly responded to inquiries and requests from prospective customers.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained new personnel regarding company operations, policies and services.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Cross-trained and provided backup support for organizational leadership.
Education
High School Diploma
Skills
Customer service
Customer service excellence
Customer relationship management
Complaint handling
Complaint resolution
Problem-solving
Problem resolution
Analytical thinking
Decision-making
Active listening
Training and coaching
Team building
Teamwork
Teamwork skills
Organizational skills
Time management
Work prioritization
Multitasking
Attention to detail
Computer skills
Policy adherence
Emotional awareness
Professionalism
Reliability
Composed under pressure
Stress tolerance
Self-motivation
Adaptability and flexibility
Effective communication
Exceptional communication
Verbal and written skills
Written communication
Self-motivation
Health insurance knowledge
Relationship building
Brand representation
Active learning
Goal setting
Information gathering
Calm under pressure
Problem-solving skills
Problem-solving abilities
Multitasking Abilities
Interpersonal communication
Complaint resolution
Written communication
Policy adherence
Professional demeanor
Emotional awareness
Problem-solving aptitude
Customer service orientation
Timeline
Senior Customer Advocate
Blue Cross Blue Shield of IL, MT, NM, OK & TX
01.2010 - 07.2026Read More
Oakland High School
High School Diploma
Read More