J Brandon Mize
Quincy,IL
Summary
Strategic people leader with a strong background in team leadership, business process optimization, and operational performance enhancement. Skilled in managing workforce productivity, developing high-performing teams, and implementing impactful process improvements. Expertise in analyzing operational data and fostering partnerships to drive efficiency and quality in service.
Overview
4
4
years of post-secondary education
4
4
years of professional experience
Work History
Customer Service Supervisor
HCSC - Blue Cross Blue Shield of Illinois
Quincy, IL
01.2025 - Current
- Lead, coach, and develop a team of customer service professionals, fostering a culture of accountability, engagement, and improvement.
- Supervised broker services and customer service teams handling daily inquiries and escalations.
- Coached staff on empathy, de-escalation, and policy-driven responses
- Direct daily operations for a customer service organization, ensuring service, quality, productivity, and compliance goals are consistently achieved.
- Managed escalated customer concerns, identifying root causes and implementing long-term operational solutions to enhance customer satisfaction.
- Analyze operational performance metrics and implement corrective actions to improve efficiency, customer satisfaction, and overall team effectiveness.
- Drive workforce planning initiatives including staffing, scheduling, productivity management, and performance optimization.
- Collaborated with cross-functional teams to streamline processes, eliminate inefficiencies, and enhance service delivery effectiveness.
- Partnered with senior leadership to identify business challenges and implement operational strategies aligning with departmental & organizational objectives.
Customer Advocate Specialist
HCSC - Blue Cross Blue Shield of Illinois
Quincy, IL
06.2023 - 01.2025
- Acted as a key liaison between customers and internal departments to ensure timely issue resolution and business continuity.
- Provided excellent customer service to ensure customer satisfaction and loyalty.
- Managed complex customer and operational issues requiring detailed analysis and resolution.
- Utilized performance metrics and customer feedback to identify trends and drive operational improvements.
- Processed appeals, grievances, and complaints follow-up within company guidelines.
- Maintained accurate records in HCSC systems and updated case status.
- Provided technical support to customers via phone, email and chat.
- Assisted Blue Cross Blue Shield members with benefit, claim, and eligibility questions.
- Escalated complex issues to specialized teams and followed up on responses.
- Handled assist line calls from customer advocates for effective support. from customer advocates, providing support and guidance for call resolution.
Customer Advocate
HCSC - Blue Cross Blue Shield of Illinois
Quincy, IL
08.2022 - 06.2023
- Resolved customer inquiries using HCSC plan documents and service policies.
- Explained eligibility, claims, copays, and authorization details to members.
- Assisted Blue Cross Blue Shield of Illinois members with benefit and coverage questions.
Education
MBA - Ministerial Studies & Organizational Leadership
Purpose Institute (Urshan University)
Wentzville, MO 06.2013 - 12.2016
Skills
- Customer Service Excellence
- Performance Optimization
- Process Improvement
- Process optimization
- Service Quality Metrics
- Service Workflow Optimization
- Customer Feedback Analysis
- Customer Relationship Management
- Operations Management
- Workforce Management
- Operational Excellence
- Change Management
- Strategic Planning
- Cross-Functional Leadership
- Team Leadership & Development
- Team management
- Coaching Techniques
- Employee motivation
- Microsoft 365 Suite
- Microsoft Teams
- Excel analytics
- Business Operations
- Continuous Improvement
- Customer Issue Resolution
- Customer Conflict Management
Personal Information
People Leader | Customer Experience & Business Operations Leader
LEADERSHIP ACCOMPLISHMENTS
Title: Supervisor | Customer Experience & Business Operations Leader
ADDITIONAL LEADERSHIP EXPERIENCE
Title: Supervisor | Customer Experience & Business Operations Leader
PROFESSIONAL DEVELOPMENT
Title: Supervisor | Customer Experience & Business Operations Leader
Timeline
Customer Service Supervisor
HCSC - Blue Cross Blue Shield of Illinois
01.2025 - Current
Customer Advocate Specialist
HCSC - Blue Cross Blue Shield of Illinois
06.2023 - 01.2025
Customer Advocate
HCSC - Blue Cross Blue Shield of Illinois
08.2022 - 06.2023
MBA - Ministerial Studies & Organizational Leadership
Purpose Institute (Urshan University)
06.2013 - 12.2016