Kelly Pellicano
Tioga,PA
Summary
At Highmark, Inc., I enhanced customer satisfaction and streamlined processes, showcasing my expertise in complaint handling and active listening. My ability to manage priorities and mentor new hires demonstrates a blend of strong communication and leadership skills, contributing significantly to team cohesion and efficiency.
Offering solid foundation in communication and problem-solving, with genuine interest in customer satisfaction and service excellence. Contributes ability to learn quickly and adapt to new systems, ensuring seamless interactions and efficient issue resolution. Ready to use and develop strong interpersonal and problem-solving skills in Desired Position role.
Overview
2023
2023
years of professional experience
Work History
Customer Care Advocate
Highmark, Inc.
- Contributed to process improvements by offering valuable input during team meetings and brainstorming sessions.
- Managed multiple priorities under tight deadlines while remaining calm under pressure and delivering excellent results consistently.
- Worked closely with other departments when necessary to address interrelated concerns affecting customer experience.
- Leveraged strong listening skills to identify customer needs and recommend appropriate solutions or alternatives.
- Boosted customer satisfaction through effective complaint resolution.
- Mentored new hires by sharing knowledge and providing guidance, contributing to a more competent and cohesive team overall.
- Educated customers on product features, benefits, and usage, resulting in higher user satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Intake Representative
Arnot Ogden Medical Center
Elmira
02.2021 - 07.2022
- Collaborated with team members to address complex cases, resulting in improved case management for clients.
- Exceeded performance metrics regularly, demonstrating consistent dedication to quality work and customer satisfaction.
- Handled sensitive client situations with compassion while maintaining adherence to organizational policies and procedures.
- Improved client retention rates by consistently providing exceptional customer service and follow-up support as needed.
- Educated clients on available services and programs, empowering them to make informed decisions about their care options.
- Managed high call volumes while maintaining a professional demeanor, ensuring a positive experience for all callers.
- Maintained up-to-date knowledge of industry trends and changes in regulations, ensuring accurate information was shared with clients at all times.
- Contributed to a welcoming environment by greeting visitors upon arrival and assisting them throughout their visit.
- Assisted in the development of training materials for new Intake Representatives, contributing to overall team success.
- Maintained accurate and up-to-date client records.
- Answered phone calls and provided new clients with required paperwork to initiate service.
Certified Nursing Assistant
Guardian
08.2015 - 01.2021
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Improved patient care quality by monitoring and recording vital signs, fluid intake, and output.
- Reduced fall incidents by implementing safety measures like bed alarms and proper positioning techniques.
- Prevented pressure ulcers development through frequent turning, repositioning of patients, and diligent skin assessments.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Promoted independence in patients through walking exercises or assisting them with mobility devices like walkers or wheelchairs.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Built rapport with patients and families, providing emotional support during difficult times.
Education
Diploma -
Northeast Bradford Jr/sr High School
Rome, PA06.2010
Medical Office Assistant -
Northern Tierr Career Center
Towanda, PA06.2010
Skills
- Active learning
- CMS appeals & Grievance Part C org determinations and part d coverage determinations for centers for Medicare and Medicaid
- Call center experience
- Data entry proficiency
- Complaint handling
- Follow-up skills
- Coaching
- Dispute resolution
- Customer service
- Time management
- Multitasking and organization
- Inbound customer service
- Active listening
- Problem resolution
- Customer relations
- First call resolution
- Task prioritization
- Appointment scheduling
- Documentation and reporting
- Stress management
- Call handling
- Teamwork
- Multitasking Abilities
- Excellent communication
- Computer skills
- Microsoft office
- Medical terminology
Timeline
Intake Representative
Arnot Ogden Medical Center
02.2021 - 07.2022
Certified Nursing Assistant
Guardian
08.2015 - 01.2021
Customer Care Advocate
Highmark, Inc.
Diploma -
Northeast Bradford Jr/sr High School
Medical Office Assistant -
Northern Tierr Career Center