Kelly M Reed
Waterford,NY
Summary
Experienced significant recognition for exceptional performance and positive feedback from members during tenure at BCBS. Consistently rewarded with gift cards, which has been a highly gratifying testament to my hard work and unwavering commitment.
Overview
34
34
years of professional experience
Work History
Customer Care Representative II
ANTHEM BCBS
12.2019 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Navigated multiple computer systems and applications to find information.
- Streamlined call response times for improved customer experience through effective communication techniques.
- Participated in ongoing training sessions to enhance skills and stay current on industry best practices.
- Upskill training for Availity and Correspondence
Manager
Handy Dandy Cleaners
08.1999 - Current
- Managed a staff of up to five people
- Make a weekly schedule
- Order supplies
- Problem solve customer issues
- Bill charge accounts monthly and quarterly
- Hire and fire
- Train new employees
Proofs Specialist
Charter One Bank, N.A.
07.1997 - 06.1999
- Address customer needs
- Do daily settlements for direct deposit
- Have a daily contact with branches with settlement differences
Checking Specialist
Albany Savings Bank
07.1990 - 07.1997
- Handled customer calls
- Checked signatures on checks over $1000
- Teller for checking department
- Handled restraining orders and stop payments
- Handled insufficient checks
- Sorted processed checks through a machine
- Manually encoded branch slips
- Deliver incoming mail to particular areas of the department
Education
Associate - Broadcasting Communication
Adirondack Community College
01.1990
Skills
- Customer service
- Inbound customer service
- Data entry
- Call center experience
- Problem resolution
Timeline
Customer Care Representative II
ANTHEM BCBS
12.2019 - Current
Manager
Handy Dandy Cleaners
08.1999 - Current
Proofs Specialist
Charter One Bank, N.A.
07.1997 - 06.1999
Checking Specialist
Albany Savings Bank
07.1990 - 07.1997
Associate - Broadcasting Communication
Adirondack Community College
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