LEANDRA GLOVER
Lancaster,CA
Summary
Conscientious Customer Service Representative with experience solving problems creatively and using tact and diplomacy to achieve win-win outcomes. Team player comfortable in competitive, fast-paced environments. Effective in handling direct customer inquiries, implementing customer service policies and executing financial responsibilities. Meticulous problem solver, seeking an opportunity to join a progressive company where acquired skills and previous knowledge will best benefit the company's goals. Driven to exceed and take advantage of the opportunities for growth through hard work and initiative.
Overview
14
14
years of professional experience
Work History
CSR III
Arkansas Blue Cross And Blue Shield
01.2020 - 06.2024
- Investigate and deliver prompt service to prioritize customer needs and tailored recommendations. Consulted with outside parties to resolve discrepancies and create expert solutions.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Streamlined communication between departments, ensuring timely resolution of customer concerns.
- Managed 30-60 calls a day, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
CSR I
Anthem
08.2018 - 03.2019
- Answering 50-70 calls maintaining customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided information regarding members accounts to authorized callers while complying with HIPPA guidelines and regulations.
- Assist member with all aspects of insurance billing resolution or payments and documented any information.
- Informed members of insurance coverage benefits and medical care cost.
Account Representative
Portfolio Recovery Associates
09.2017 - 08.2018
- Increased customer satisfaction ratings through proactive and actionable resolutions to questions, concerns, or challenges. Arranged payment plans and promises-to-pay with consumers to cure delinquent debts.
- Knowledgeable of Bankruptcy Laws, Fair Credit Reporting Act, and Fair Debt Collection Practices Act.
- Set and achieved company defined sales goals
- Used skip tracing techniques to analyze accounts for delinquencies and other ongoing issues. Managed over 100 accounts and products to increase sales volume
Admissions Clerk
Antelope Valley College
01.2014 - 12.2015
- Assisted senior administrative professionals with daily work tasks.
- Acted as first point of contact to greet and welcome students.
- Collaborated closely with deans and prospective students by answering questions, interpreting and administering contracts and effectively alleviating issues
- Performed document filing, bookkeeping and faxing for busy student admissions office, processing over 30 applications daily.
Mentor
T.U.G Of Love
10.2010 - 01.2014
- Facilitated group sessions and provided one-on-one support.
- Upheld commitment to educational excellence and fostered atmosphere of mutual respect and trust.
- Provided guidance and recommended coping mechanisms for youth dealing with difficult issues
- Developed and led special events that increased decision making, problem-solving and good judgment
- Met with group of up to 5-7 individuals to oversee group activities such as career development techniques etc.
Education
Bachelor of Arts - Psychology
Philander Smith College
Little Rock, AR06.2025
Associates Of Art - Social Sciences
Antelope Valley College
Lancaster, CA2017
Skills
- Skilled in Microsoft Office, Excel and Power Point
- Data Entry and Maintenance
- Public speaking
- Interpersonal and written communication
Additional Information
- Hold a Secret Clearance (Background Investigation)
Timeline
CSR III
Arkansas Blue Cross And Blue Shield
01.2020 - 06.2024
CSR I
Anthem
08.2018 - 03.2019
Account Representative
Portfolio Recovery Associates
09.2017 - 08.2018
Admissions Clerk
Antelope Valley College
01.2014 - 12.2015
Mentor
T.U.G Of Love
10.2010 - 01.2014
Bachelor of Arts - Psychology
Philander Smith College
Associates Of Art - Social Sciences
Antelope Valley College
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