JOAN BREWER
San Antonio,TX
Summary
My roles in the healthcare industry, combined with my experience in facilitation and luxury vehicle sales, have utilized my concierge customer service skills, compassionate handling of sensitive situations, and ability to build relationships. I have successfully bridged the gap between clients and the organizations I represent.
Overview
23
23
years of professional experience
Work History
SAN ELITE ADVOCATE
United Healthcare
10.2019 - Current
- Provide mentoring for new Elite representatives
- Conduct next step auditing for IR48 a
- Conduct member outreach calls for low UES closed loop,
- Meet or exceed performance goals set forth in position
- Take ownership to resolve complex calls from members
- Work with supervisor to resolve complex issues
- Medical claims reprocessing
- Pharmacy benefits and over-rides
- Responded to customer requests for products, services, and company information.
- Delivered friendly service and offered expert support in every interaction.
Customer Advocate II
Federal Blue Cross Blue Shield
02.2014 - 09.2019
- Participated in three new pilot programs with the Federal BCBS
- My first responsibility is Blue Door
- This is a store front located in Illinois where Blue Cross members can get questions answered by visiting the store and contacting me via video chat
- My second is Seasons of Life working with members who have lost a loved one
- I'm their personal point of contact and handle all enrollment, claims, and transition concerns
- And, the third is Life with Blue
- This program is Oklahoma specific for members who have chronic health issues that can be controlled with educational programs and clinician out-reach
- I started with BCBS taking incoming calls for BCBS retail members before I moved to the Federal branch answering member question regarding their policies, claims, and customer billing
- SQM World Class Service Representative for 2016, 2017, and 2018
- Active Learning Coach, mentoring new hires since 2017
- Part of Montana dedicated team from 2014-2015
Car Sales Person
Acura of Boardman
04.2013 - 12.2013
- Sold new Acura's and used vehicles for all manufacturers
- Had an excellent rapport with my clients, built a loyal customer database for repeat business, and marketed myself and the company at social functions
- I gave my client's exceptional customer service by delivering vehicles in a professional way, picking up and delivering client vehicles for service, enforcing the luxury vehicle owner experience
Jewelry Sales Person
Zales
10.2011 - 04.2013
- Sold fine jewelry, responsible for cash register and cleaning of jewelry, and bank deposits
- Completed the Zales specialist training program
Customer Relations Manager/ Facilitator
Gunn Automotive
09.2001 - 08.2011
- Started with Gunn at the call center making outbound calls to sales and service customers
- Was promoted within three months to Manager, where I managed approximately 12 employees
- Responsibilities included: payroll, scheduling, employee relations and productivity
- When the call center closed, I was promoted to the Facilitator at the Acura dealership
- There I maintained communication between the dealership and the Acura Corporation on inventory and client relations, and marketing strategies
- I developed business plans designed to increase client satisfaction and worked one-on-one with sales, service, parts managers, and other employees on implementing these plans
- Also, I organized quarterly luncheons for all employees
Education
BUSINESS MANAGEMENT CERTIFICATION - Human Resource laws, Public speaking
SAN ANTONIO COLLEGE
San Antonio, TX01.2005
Skills
- Clear communication skills
- Ability to use positive language
- Attentiveness
- Patience
- Critical Thinking
- Active Listening
- Leadership
- Analytical Reasoning
- Problem-solving abilities
References
- Jacob Diaz, United Healthcare Supervisor, 361.446.7614
- Millie Lockridge, Southwest ISD Cafeteria Supervisor, 210-317-8323
- Rebecca Velazquez, CASA Child Advocate, 210-889-3545
Activities
- USTA Woman's Tennis League
- Volunteer work for Abilene State School, Adopt a Highway, and American Cancer Association
- Guardians of the Children Riding Club
Timeline
SAN ELITE ADVOCATE
United Healthcare
10.2019 - Current
Customer Advocate II
Federal Blue Cross Blue Shield
02.2014 - 09.2019
Car Sales Person
Acura of Boardman
04.2013 - 12.2013
Jewelry Sales Person
Zales
10.2011 - 04.2013
Customer Relations Manager/ Facilitator
Gunn Automotive
09.2001 - 08.2011
BUSINESS MANAGEMENT CERTIFICATION - Human Resource laws, Public speaking
SAN ANTONIO COLLEGE