Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Kellie Chappell

Fayetteville,NC

Summary

Seasoned Virtual Customer Service Representative with a proven background in providing high-quality customer support remotely. 6 years of military experience. Possess comprehensive knowledge of modern customer service techniques, technology, software, excel tracking and data entry. Strengths include conflict resolution, empathetic communication, and problem-solving skills. Have consistently enhanced customer satisfaction rates in previous roles by delivering timely solutions and fostering positive relationships. Microsoft office expert.

Overview

16
16
years of professional experience

Work History

Email Customer Service

Navient
Fayetteville
08.2023 - 03.2024
  • Answering customers' inquiries via Email providing the right information
  • Answering or making outbound transactions to customers to learn about and address their needs, complaints, or other issues with products or services
  • Responding efficiently and accurately to customers, explaining possible solutions, and ensuring that customers feel supported and valued
  • Engaging in active listening with customers, confirming or clarifying information and diffusing angry customers, as needed
  • Communicates/Escalate to other departments to answer customers' inquiries, solve their problems and fulfill their needs
  • Building lasting relationships with clients and other team members based on trust and reliability
  • Utilizing software, databases, scripts, and tools appropriately
  • Understanding and striving to meet or exceed metrics while providing excellent consistent customer service
  • Use script recommendations for services that may better suit customers' needs
  • Taking part in training and other learning opportunities to expand knowledge of the company and position
  • Adhering to all company policies and procedures.

Credentialing Coordinator

Optum Serve
Fayetteville, NC
01.2023 - 03.2024
  • Reviews and screens initial and reappointment credentialing applications for completeness, accuracy, and compliance with federal, state, local regulations, guidelines, policies, and standards
  • Conducts primary source verification, collects and validates documents to ensure accuracy of all credentialing elements; assesses completeness of information and qualifications relative to credentialing standards and Health System criteria
  • Identifies, analyzes and resolves extraordinary information, discrepancies, time gaps and other idiosyncrasies that could adversely impact ability to credential and enroll practitioners; discovers and conveys problems to CVO Credentialing Manager and entity Medical Staff Affairs for sound decision making in accordance with Medical Staff Bylaws, credentialing policies and procedures, federal, state, local and government/insurance agency regulations
  • Monitors files to ensure completeness and accuracy; reviews all file documentation for compliance with quality standards, accreditation requirements, and all other relevant policies; prepares and provides information to internal and external customers as appropriate
  • Enters, updates and maintains data from provider applications into credentialing database, focusing on accuracy and interpreting or adapting data to conform to defined data field uses, and in accordance with internal policies and procedures
  • Prepares, issues, electronically tracks and follows-up on appropriate verifications for efficient, high-volume processing of individual applications in accordance with applicable credentialing standards, established procedural guidelines, and strict timelines
  • Participates in the development and implementation of process improvements for the system-wide credentialing process; prepares reports and scoring required by regulatory and accrediting agencies, policies and standards
  • Communicates clearly with providers, their liaisons, entity Medical Staff Affairs
  • Medical staff leadership and Administration, as needed to provide timely responses upon request on day-to-day credentialing and privileging issues as they arise
  • Maintains professional growth and development through seminars, workshops, and professional affiliations to keep abreast of latest developments to enhance understanding of various regulations and legislation of the health care industry
  • Performs miscellaneous job-related duties as assigned.

Customer Service Professional, Claims Professional/Blue Card (IPP) Specialist

Blue Cross Blue Shield NC
Fayetteville
02.2022 - 01.2023
  • Utilize probing and creative problem-solving methods to resolve foundational customer inquiries on first contact
  • Document corrective measures and provide instructions as needed to internal business areas to ensure prompt resolution and response to customer inquiries
  • Identify and obtain information and records from customers, members, providers and/or employer
  • Audit, correct/update information, claims and membership records when necessary
  • Recognize patterns of inconsistent and/or inaccurate claims filing practices among customers and providers, educate customers and providers on acceptable BCBSNC practices and policies
  • Identify, understand and anticipate customers' unexpressed needs and concerns in a caring manner
  • Educate and encourage customers on use of alternative delivery channels including self service, web, etc.

Team Manager/QA/Sales and Service Professional/Chat Support/Administrative

Concentrix
Fayetteville
05.2017 - 02.2022
  • Oversee the day-to-day activities and give guidance of the team members
  • Implementation of guidelines and objectives that help resolve issues for employees
  • Very strong in technology and computer skills
  • (Remote Desktop, Speedtest.net, VPN assistant, Self Service, Zoom Meeting)
  • Well versed in working with remote teams, delegating roles, mediation, inclusion and diversity, and project-based goals.

Human Resource Specialist

North Carolina National Guard
Fayetteville
11.2007 - 10.2013
  • Prepare and reviewing policies and regulations to include creating new and update versions
  • Implement training and developmental plans
  • Plan and review quarterly and annual performance review sessions
  • Update employee records with information and/or change in employment status
  • Maintain organized charts and detailed job descriptions and information along with other records
  • Read and analyze incoming memos, letters, and reports to determine their significance and distribute appropriately
  • Correspond on routine inquiries
  • Prepare agendas for meetings and plans for committee and other meetings
  • Perform general administrative duties such as but not limited to; filing, photocopying, taking and distributing meeting minutes, managing schedules, coordinating travel, schedule appointments, provide backup switch board assistance.

Education

High School Diploma -

Douglas Byrd High School
01-2008

Some College (No Degree) - Information Technology

MyComputerCareer.com
Raleigh, NC

Skills

  • Self Motivated
  • Time Management Skills
  • Problem Solving Skills
  • Analytical Skills
  • Analytical Thinking Skills
  • Highly organized and efficient
  • Creative Thinking
  • Highly Motivated
  • Critical Thinking
  • Highly responsible and reliable
  • Attention to Detail
  • Self-motivation
  • Conflict Resolution
  • Decision Making
  • Ability to Multitask
  • Fast Learner
  • Effective Time Management
  • Computer Skills
  • Ability to Work Under Pressure
  • Data Analysis
  • Detail Oriented
  • Complex Problem Solving
  • Initiative and Problem-solving Abilities
  • Highly Organized
  • Communication Skills
  • Ability to Work in a Team
  • Customer Service
  • Creative Problem-Solving
  • CRM Software
  • File Maintenance
  • Spreadsheet tracking
  • Regulatory Compliance
  • Quality Control
  • Microsoft Office
  • Problem-solving abilities
  • Time management abilities
  • Complaint Investigation
  • Account Updates
  • Task Prioritization
  • Data Management
  • Salesforce CRM
  • 82 wpm Typing Speed
  • Policies and Procedures Adherence

Languages

English

Timeline

Email Customer Service

Navient
08.2023 - 03.2024

Credentialing Coordinator

Optum Serve
01.2023 - 03.2024

Customer Service Professional, Claims Professional/Blue Card (IPP) Specialist

Blue Cross Blue Shield NC
02.2022 - 01.2023

Team Manager/QA/Sales and Service Professional/Chat Support/Administrative

Concentrix
05.2017 - 02.2022

Human Resource Specialist

North Carolina National Guard
11.2007 - 10.2013

High School Diploma -

Douglas Byrd High School

Some College (No Degree) - Information Technology

MyComputerCareer.com

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