Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Kelsey Stallion

Denham Springs,LA

Summary

Dynamic Benefit Value Advisor skilled in customer service, project management, and effective communication. Proven ability to enhance team efficiency and drive customer satisfaction through proactive coaching and innovative solutions.

Overview

2
2
years of professional experience
1
1
Certification

Work History

Benefit Value Advisor

Health Care Service Corporation
Denham Springs, Louisiana
11.2024 - Current
  • Implement best practices in customer service while responding promptly to inquiries from current and potential customers.
  • Proactively orients all team members.
  • Identify customer and agent needs, and respond in a timely manner.
  • Participate actively in team meetings, contributing fresh ideas, and suggestions for improving organizational processes.
  • Collaborate with other advisors within the team to share knowledge and best practices.
  • Cort Project - Complete open department call trackers.
  • CTM Project - Report data and communication for the department's Complaint Tracking Module.
  • G & A Project - Ensure all grievances and appeals are properly submitted in accordance with CMS guidelines.
  • Frosting Calls - Identify wow calls, and submit to the management team.
  • Escalation Requests - Assist CSAs with escalated customer calls. Assist leadership with high-level escalations.
  • Coco IAD's Review - Identify agents' coaching opportunities and provide proactive training on a continuous basis.

Customer Service Subject Matter Expert

Cigna Healthcare
Denham Springs, Louisiana
04.2024 - 11.2024
  • Subject Matter Expert at Cigna Healthcare, enhancing team efficiency and customer satisfaction.
  • Provide excellent customer service to a diverse range of customers in a fast-paced work environment.
  • Handle escalated situations calmly while maintaining positive relationships with customers throughout the process.
  • Coach employees in customer service procedures and best practices, increasing team efficiency and effectiveness.
  • Monitor & report daily performance metrics such as call volume, wait times, resolution times
  • Assist with distributing and assigning tasks to agents.
  • Investigated and researched issues to determine root causes and appropriate resolution methods.

Customer Service Representative

Cigna Healthcare
Denham Springs, Louisiana
08.2023 - 04.2024
  • Handled customer complaints and inquiries in a courteous and efficient manner.
  • Utilized problem-solving techniques to identify solutions for complex customer inquiries.
  • Adhered to company policies and procedures while providing superior service.

Education

Some College (No Degree) - Computer and Information Sciences

Wilmington University
New Castle, DE
08-2027

Skills

  • Customer service
  • Effective communication
  • Project management
  • Microsoft applications proficiency
  • Adaptability and flexibility
  • Training and coaching
  • Critical thinking
  • Time management

Certification

  • Customer Service & Sales Certified Specialist, NRF Foundation

References

References available upon request.

Timeline

Benefit Value Advisor

Health Care Service Corporation
11.2024 - Current

Customer Service Subject Matter Expert

Cigna Healthcare
04.2024 - 11.2024

Customer Service Representative

Cigna Healthcare
08.2023 - 04.2024

Some College (No Degree) - Computer and Information Sciences

Wilmington University

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