Layshonquie (Lay) Miller
Baton Rouge,LA
Summary
Accomplished Customer Benefits Advisor with a proven track record at Unum, adept in prioritizing customer satisfaction and outcomes through effective organization and advanced technical skills. Demonstrated ability to enhance service quality and operational efficiency, ensuring client trust and achieving performance results. My positive attitude and ability to multitask set me apart, ensuring high-quality client support and operational excellence with a committed to continuous learning and improvement.
Overview
9
9
years of professional experience
Work History
Customer Benefits Advisor
Unum
Baton Rouge , LA
01.2024 - Current
- Ensured high-quality support for client/customer needs.
- Provide accurate information on benefits, claims, and/or policy administration, with minimal oversight.
- Perform all work according to established protocols and procedures.
- Demonstrate proficiency in individual metrics that are in line with pre-set expectations, to drive results for the contact center.
- Compile information from multiple product types and systems to provide responses to customers that are thorough, clear, and concise.
- Maintain client trust by protecting privacy professionally and empathetically.
- Follow all documented processes/workflows to enhance customer service.
- Undertake additional tasks upon request, including managing absence operations.
Member Benefits Associate Level II
AGIA Affinity
Phoenix
04.2019 - 03.2023
- Displayed strong interpersonal skills through clear written communication.
- Identified additional required paperwork for claim approvals or denials.
- Worked closely with colleagues and various departments to investigate and fix issues promptly.
- Reviewed and translated insurance policies, services, and solicitations to members.
- Handled updates to personal information and client transaction requests.
- Utilized outbound calls and email to confirm the resolution of client escalations.
- Processed address, phone number, and email updates from assigned weekly lists.
Member Benefits Associate Level I
AGIA Affinity
Phoenix
04.2019 - 11.2019
- Addressed customer inquiries and resolved complaints promptly.
- Mastered insurance policy details, addressing member questions efficiently.
- Coordinated with various departments to provide assistance.
- Informed prospective clients about cost options.
- Facilitate regular maintenance of existing accounts.
- Updated contact details based on weekly-assigned queue.
- Successfully navigate through at least 60 customer calls daily.
Customer Service Agent
Convergys
Phoenix
12.2017 - 02.2019
- Handled issues while highlighting new technology benefits.
- Maintained knowledge of market and product trends to provide accurate answers to customer questions.
- Provided superior client support to distinguish and elevate the company brand.
- Fielded an average of 50+ customer service calls per day
- Made well-reasoned decisions on credits and policy exceptions to ensure customer satisfaction.
Customer Service Associate
Circle K
Phoenix
02.2016 - 11.2017
- Welcomed customers enthusiastically, providing immediate and professional service.
- Upgraded brand visibility by ensuring product displays met corporate guidelines.
- Secured positive customer feedback by promptly addressing and solving concerns.
- Completed store replenishment, stocked and rotated inventory regularly
- Executed responsibilities such as handling cash transactions, assisting customers with products, and ensuring a clean environment.
Education
Diploma -
Central High School
Phoenix05.2012
Skills
- Effective Organization
- Prioritization and Time Management
- Multi-tasking skills
- Proficient in written and verbal communication
- Technical Software Skills
- Accurate Typing Ability
- Advanced Operating System Knowledge
- Knowledge of Microsoft Office, Word, Excel, Teams, Outlook, Navilink, Fineos, CIT, AIT, Uknow
- Effective Team Contributor
- Attentive Listening Abilities
- Positive Attitude
- Positive language
- Motivated Learner
- Commitment to Customer Satisfaction
- Commitment to Outcomes
- Focus on Performance Results
Completed Training
- HIPAA training
- Confidentiality training
- Anti Fraud Training
- Security Training
- Compliance Process and Procedure training
Timeline
Customer Benefits Advisor
Unum
01.2024 - Current
Member Benefits Associate Level II
AGIA Affinity
04.2019 - 03.2023
Member Benefits Associate Level I
AGIA Affinity
04.2019 - 11.2019
Customer Service Agent
Convergys
12.2017 - 02.2019
Customer Service Associate
Circle K
02.2016 - 11.2017
Diploma -
Central High School
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