Kymberly Moore
Virginia Beach,VA
Overview
11
11
years of professional experience
Work History
Operations Expert
Anthem
06.2019 - Current
- Served as frontline resource for associates via helpdesk
- Provide coaching and side by sides with both new hires and seasoned associates
- Uses multiple systems with ability to multitask
- Knowledge using Facets and Macess systems
- Address and resolve member and provider complaints empathetically and professionally
- Perform monthly audits following the CARE model
- Handles complex case research and resolution
- Handles other duties as assigned
Customer Care Representative
Anthem
02.2015 - 06.2019
- Responds to customer questions via telephone and written correspondence regarding prescriptions, insurance benefits, provider contracts, and eligibility
- Uses multiple systems with ability to multitask
- Develops and maintains positive customer relations by understanding and responding to the needs and expectations of internal and external customers
- Subject matter expert for the department; providing floor support for new hires while on the job training, as well as providing daily stats
- Knowledge using Macess and Express Scripts systems
- Provided coaching and side by sides with both new hires and peers
- Initiate operations improvements to improve overall call center productivity.
Outcall Receptionist
MAP Communications
04.2014 - 12.2014
- Responsible for taking accurate messages for different clients through MAP’s exclusive system ECHO
- Worked closely with business owners in making sure their messages are delivered accordingly so that they can reach their customers in an effective time manner
- Train other employees on outcall procedures
- Mastery of customer service management systems and databases.
Education
Associates of Arts - Psychology
University of Phoenix
Timeline
Operations Expert
Anthem
06.2019 - Current
Customer Care Representative
Anthem
02.2015 - 06.2019
Outcall Receptionist
MAP Communications
04.2014 - 12.2014
Associates of Arts - Psychology
University of Phoenix