Junette Bell
Winston Salem,NC
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Intake Specialist
TrialCard
Raleigh, NC
03.2023 - Current
- Reviewed referral sources for appropriateness prior to admission into program.
- Maintained accurate records of all client interactions according to agency policies and procedures.
- Issued, gathered and inspected intake forms to confirm correct signatures and information.
- Maintained confidentiality of sensitive information entered into the system.
- Reviewed existing information for accuracy and made necessary corrections.
- Created spreadsheets to track data entries.
- Updated existing records with new or revised information as needed.
Disability Claims Representative
Metlife
Cary, NC
11.2022 - 02.2023
- Delivered exceptional customer service to clients by communicating information and actively listening to concerns.
- Investigated potentially fraudulent claims with focus on thoroughness, quality and cost control.
- Input claim information and payments into company database.
- Analyzed information gathered by investigations and reported findings and recommendations.
Customer Service Specialist
Conduent
Cary, NC
07.2022 - 12.2022
- Collected and organized information for entry, prioritizing entries to increase efficiency.
- Input client information into spreadsheets and company database to provide leaders with quick access to essential client data.
- Maintained database by entering new and updated customer and account information.
- Identified and corrected data entry errors to prevent duplication across systems.
- Responded to daily inquiries and requests within mandated timeframe to meet deadlines.
- Remained focused for lengthy periods to accurately perform work with adequate speed.
- Reviewed and updated account information in company computer system.
Customer Service Expert
Aerotek, Blue Cross Blue Shield of NC
Winston-Salem, NC
06.2021 - 05.2022
- Utilizing probes and creative problem solving methods to resolve foundational customer inquiries on each contact
- Documenting corrective measures and providing instructions as needed to internal business areas to ensure prompt resolution and response to customer inquiries
- Identifying and obtaining information/records from customers, members, providers and/or employer groups to correct/update information, claims and membership records when necessary
- Recognizing patterns of inconsistent and/or inaccurate claims ling practices among customers and providers, educate customers and providers on acceptable practices and policies
- Working collaboratively with Sales, Healthcare and Network Management partners to further optimize customer, employer group and provider relations.
Customer Service Representative
MAXIMUS / RANDSTAD STAFFING
Raleigh, NC
05.2021 - 06.2021
- Assisted with Covid vaccine scheduling
- Provided information regarding Covid-19 service locations, & brands
- Answered customer inquiries and provided accurate information regarding products and services.
- Data entry for member accounts.
Customer Service Expert
Randstand, Conduit
Raleigh, NC
07.2020 - 09.2020
- Managed customer accounts
- Resolved customer issues and answered inquiries
- Booked reservations for non emergency transportation to & from various medical related appointments
Tier 1 Technical
Teleperformance
Raleigh, NC
05.2019 - 02.2020
- Answered inbound calls regarding Apple iOS devices
- Troubleshooted any technical issues with Apple iOS devices
- Handled reservations for Genius Bar appointments
- Reviewed billing issues regarding iTunes & App Store charges
- Escalated calls when unable to gain agreements
- Conducted Quality Assurance weekly reviews
Tier 1 Technical Support
Conduent
Raleigh, NC
05.2018 - 03.2019
- Answered inbound calls regarding Apple iOS devices
- Troubleshooted any technical issues with Apple iOs devices
- Handled reservations for Genius Bar appointments
- Reviewed billing issues regarding iTunes & App Store charges
- Escalated calls when unable to gain agreements
- Conducted Quality Assurance weekly reviews
Customer Service Advocate
Conduent LLC
Raleigh, NC
09.2017 - 02.2018
- Answered inbound calls from licensed sales agents for Blue Cross Blue Shield of Florida
- Handled approximately 20 calls per shift
- Assisted agents with insurance policies they've sold to clients
- Answered general policy inquires, bene t inquiries, commission inquiries, web support assistance
- Documented in detail each call that is answered
Customer Service Manager
Roses Discount Stores
Raleigh, NC
11.2016 - 11.2017
- Hired, trained, and evaluated employees
- Resolved customer complaints
- Answered telephone to assist customers, take messages, or to transfer calls to appropriate department
- Responsible for accurate cash drawer counts as well as bank deposits
- Supervised average of 13 front end employees and provide on the job training when necessary
Customer Service Representative
Enterprise Holdings
St. Louis, MO
07.2015 - 07.2016
- Handled high call volumes
- Adhered to productivity guidelines (call time of 5.25 per call)
- Assisted with billing issues, technical support for features on certain vehicles,
- Handled booking reservations, extending rental contracts per request
- Prepared invoices and process payments when extension are made
- Contact customers or travel agents to advise them of travel conveyance changes or to con rm reservations
- Participated in ongoing training in order to ensure superior customer service
Customer Service Associate
Xerox Business Solutions
Raleigh, NC
09.2013 - 07.2015
- Handled an average of 32 calls per day
- Addressed customer inquiries, solving problems and providing new product information
- Developed reputation as an e client service provider with high levels of accuracy,
- Scored in top 10% of employees in successful resolution of issues
- Answered Medicare Part A, B, C and D questions,
- Explain features, advantages and disadvantages of various policies to promote sale of insurance plans
- Review insurance policy to determine coverage.
Education
6 Different IT Certifications - Information Technology
My Computer Career
Raleigh, NC04-2024
High school diploma -
Athens Drive High School
01.2003
Skills
- Mac OS
- IOS
- Account management
- Supervising experience
- Computer skills
- Technical support
- Medicare Knowledge
- Sales
- Customer service
- Quality assurance
- Insurance knowledge
- Microsoft Office
- Phone etiquette
- Data Entry
- Facets/Salesforce/Smart Desktop Trained
- File and Record Management
- Critical Thinking Skills
- Insurance Verification
- Active Listening
- 40 wpm
Certification
Azure 900 Certified
Timeline
Intake Specialist
TrialCard
03.2023 - Current
Disability Claims Representative
Metlife
11.2022 - 02.2023
Customer Service Specialist
Conduent
07.2022 - 12.2022
Customer Service Expert
Aerotek, Blue Cross Blue Shield of NC
06.2021 - 05.2022
Customer Service Representative
MAXIMUS / RANDSTAD STAFFING
05.2021 - 06.2021
Customer Service Expert
Randstand, Conduit
07.2020 - 09.2020
Tier 1 Technical
Teleperformance
05.2019 - 02.2020
Tier 1 Technical Support
Conduent
05.2018 - 03.2019
Customer Service Advocate
Conduent LLC
09.2017 - 02.2018
Customer Service Manager
Roses Discount Stores
11.2016 - 11.2017
Customer Service Representative
Enterprise Holdings
07.2015 - 07.2016
Customer Service Associate
Xerox Business Solutions
09.2013 - 07.2015
6 Different IT Certifications - Information Technology
My Computer Career
High school diploma -
Athens Drive High School