Janice Reese Brooks
Greensboro,NC
Summary
To obtain a challenging, responsible position as a Customer Service Representative with your establishment, in assisting and providing excellent service to your customers.
Overview
21
21
years of professional experience
Work History
Customer Service Representative
Teletech@Home
01.2010 - 01.2013
- Answering over 65 inbound calls, Processing refunds, cancellations, and reactivation for mobile insurance
- Responded to customer requests for products, services, and company information
- Developed customer service policies and procedures to meet and exceed industry service standards
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management
- Investigated and resolved customer inquiries and complaints quickly
Account Service Representative
Blue Cross Blue Shield of North Carolina, Inc.
01.1992 - 01.2010
- Open enrollment meetings for new and renewal groups, Coordinate with Producers and schedule open enrollment meetings, Complete renewal paperwork for Account Manager, Assist in development and management of professional health care services, Handle health/billing service issues for subscribers and Producers, Coordinate and conduct health fairs, Familiarize myself with peer's account for backup, Cross train with other representatives on Self Funded and Fully Insurance Business, Utilize current resources in Durham and provide suggestions for improvement, Identify proper resolution for insurance related issues and problems, Possesses excellent organizational skills, Expertise in MS Applications – Word and Excel, Strong written and oral communication skills, Use organizational skills to compile monthly reports detailing prospects, sold groups, renewals, and cancellations, Possess working knowledge of current and pending legislation in healthcare industry, Able to work independently with little or no supervision, Flexible and adaptable in every-changing environment
- Balanced up to 65 accounts simultaneously, maintaining regular contact and professional relationships with each
- Educated clients on relevant policies and options and answered questions to remedy issues
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
- Met customer call guidelines for service levels, handle time and productivity
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions
- Delivered prompt service to prioritize customer needs
- Followed up with customers about resolved issues to maintain high standards of customer service
Education
High School Diploma -
06.1971
Skills
- Microsoft Word
- Excel
- PowerPoint
- IRMA
- Power MHS
- Word Perfect
- Electronic Mail
- Product Knowledge
- Computer Proficiency
- Conflict Resolution
- Administrative Support
- Problem-Solving Abilities
- Customer Relations
- Microsoft PowerPoint
- Microsoft Outlook
- Professional Telephone Demeanor
- Call Center Operations
- Customer Service
- Problem Resolution
- Administrative support
- Account management
Licenses Accreditations
North Carolina Insurance license for health, life, Medicare Advantage and Long-Term Care, 01/01/97, 12/31/12
Blue Cross Blue Shield Recognition
- 2001, Awarded Account Service Representative of the State, MVP trip to Bahamas
- 2000, Awarded Account Service Representative of the Triad Sales Office
References
Linda Hurst, Retired BCBSNC Account Manager, 719-250-4977 Serita Faison, Retired BCBSNC ASR, 336-255-1940 Diana Donaldson, Former BCBSNC ASR, 423-240-7757
Timeline
Customer Service Representative - Teletech@Home
01.2010 - 01.2013
Account Service Representative - Blue Cross Blue Shield of North Carolina, Inc.
01.1992 - 01.2010
South Side High School - High School Diploma,
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