JOY K. MORDECAI
Claims Customer Service Advocate II
COLUMBIA,SOUTH CAROLINA
Summary
I offer superior customer service with over 15+ years of experience in the consumer support industry. Executed strategic and partnership relationships contributing towards the mission and values of clients. Seeking to obtain employment within an successful industry with opportunities for growth. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
15
15
years of professional experience
Work History
Claims CUSTOMER SERVICE ADVOCATE II
BLUECROSS BLUESHIELD OF SC
Columbia, SC
01.2023 - Current
- Facilitates customer relations by responding accurately, timely, and courteously over 35 telephone calls, written, or web inquiries, including situations requiring adaptation of response or extensive research
- Identifies over 30 incorrectly processed claims and escalates reprocessing actions according to department guidelines
- Identifies over 35 complaints and inquiries consisting of complex level that cannot be resolved following desk procedures and guidelines and refers these to lead or manager for resolution.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
CLAIMS CUSTOMER SERVICE ADVOCATE II
KELLY SERVICES (BLUE CROSS BLUE SHIELD OF SC)
Columbia, SC
08.2022 - 01.2023
- Respond accurately, timely, and courteously to over 35 telephone calls per day, written, or web inquiries
- Respond to, research and/or assist with over 35 priority inquiries and special projects as management requires.
- Assisted members with information on how to setup their online accounts step by step.
- Supported team members, fostering a collaborative and productive work environment.
- Improved customer satisfaction by 95% promptly addressing inquiries and resolving issues.
MEMBER SERVICE REP I
DENTAQUEST
08.2019 - 08.2022
- Communicates basic eligibility, benefits, and claims status and forward specific inquiries as directed for priority resolution
- Provides information for subscribers such as questions pertaining to insurance, billing, claims or eligibility.
- Handled over 55 calls daily assisting doctors offices and members of this insurance plan.
SENIOR CUSTOMER SUPPORT
DXC TECHNOLOGY, LLC
02.2017 - 08.2019
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Researched and identified solutions to technical problems.
- Created user accounts and assigned permissions.
- Configured and tested new software and hardware.
- Tested new software and hardware prior to deployment.
- Answered over 40 telephone calls per day and responds to basic customer questions and/or forwards call to appropriate personnel.
ONLINE SUPPORT REP
WELLS FARGO.
06.2016 - 02.2017
- Handled over 45 calls assisting members that requested their online banking information.
- Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.
- Increased customer retention rate by providing personalized assistance and creating positive experiences.
- Implemented system for tracking recurring issues which led to faster identification of potential bugs or underlying problems needing attention development team.
Education
Certification - Certified Expanded Duty Dental Assistant
Fortis College-Smyrna, Ga
Smyrna, GA06.2004
Skills
- Microsoft (Word, Excel, Outlook, etc)
- HCPCS/SAP Systems
- Persuasive Speaking
- Adaptability/ Team player
- Clear Communication/ Honest
- Call center experience
- Data Entry
- Administrative Support
- Problem Solving Skills
- Empathic
- Proofreading
- Service Upselling
- Product Sales
- Spreadsheets
Accomplishments
2023: Won SQM -World Class Customer Service Award @ Blue Cross Blue Shield of SC
2000: Won Award from Wells Fargo Bank for:
"Obtaining 100% on Call Monitors 12 Months in a row."
2017: Kudos Survey Award @ DXC Technology, LLC
2018: Kudos Survey Award @ DXC Technology, LLC
Mobile:
803/381-6557
Timeline
Claims CUSTOMER SERVICE ADVOCATE II
BLUECROSS BLUESHIELD OF SC
01.2023 - Current
CLAIMS CUSTOMER SERVICE ADVOCATE II
KELLY SERVICES (BLUE CROSS BLUE SHIELD OF SC)
08.2022 - 01.2023
MEMBER SERVICE REP I
DENTAQUEST
08.2019 - 08.2022
SENIOR CUSTOMER SUPPORT
DXC TECHNOLOGY, LLC
02.2017 - 08.2019
ONLINE SUPPORT REP
WELLS FARGO.
06.2016 - 02.2017
Certification - Certified Expanded Duty Dental Assistant
Fortis College-Smyrna, Ga
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