Lessica Evans
West Monroe,LA
Summary
As a proficient Call Center Representative, I strive to ensure customer satisfaction through timely and personable support as needed. Many of my duties require fast and accurate data entry and I’ve worked to improve those skills every day. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
3
3
years of professional experience
Work History
Account Advisor I
Blue Cross Blue Shield of Louisiana
04.2023 - Current
- Resolves benefit and claims inquiries via the telephone from our members or providers in the call center
- Promotes and maintains a positive company image through direct contact with customers
- Complies with all laws and regulations associated with duties and responsibilities
- Reviews and researches billing and healthcare claim inquiries from members and providers, to ensure proper benefits and/or payments are applied correctly; researches multiple computer systems/applications to verify data/information accuracy
- Responds to inquiries regarding adjustments, refunds, edits and/or payment registers to ensure completeness, accuracy and customer satisfaction to members or providers
- Maintains knowledge of required lines of business, changes to applicable company policies/procedures, recent laws and regulations, and related computer systems to ensure information is current and accurate when providing service to members or providers on the telephone in the call center
- Meet Customer Service performance goals/expectations in the areas of efficiency, accuracy, quality, production, customer satisfaction, and attendance
- The ability to verbally communicate on the telephone approximately 95% of the time.
Call Center Representative
Coast Professional Inc. / Accenture Federal, Thriftline Savings (Contract)
08.2022 - 01.2023
- Intake 35-50 calls per day, from a Tier II and “Supervisor” queue
- Assist participants with setting up their online ‘TSP’ (Thriftline Savings Plan) account
- Provide password/PIN resets for online account
- Lock/freeze participant online accounts as requested by participant
- Send personal forms (statement, distribution, and beneficiary forms) at request of participant
- Add beneficiaries to participant’s TSP account for future receipt of savings
- Provide confirmation of current balance, fund performance, and more financial related inquiries
- Add, edit, and remove financial institutions on a participant’s account
- Perform rollovers out of the TSP to an IRA or other employer payment plan
- Process general purpose or primary residence related loans from savings plan balances
- Submit hardship withdrawals, partial, and total distributions of funds from a TSP account
- Provide info on investment funds, reallocations, and explain portfolio performance fluctuations
- Transfer participants to the appropriate department as needed when request is out of SOP for my job role.
Call Center Representative
Coast Professional Inc. / Louisiana Department of Health (Contract)
06.2021 - 07.2022
- Schedule vaccine appointments for customers and assist with directions to those appointments as needed
- Post-COVID surveying for statistical purposes
- Assist customers with school-assisted incentive program regarding account and personal information
- Record customer calls in Salesforce with adequate details of the customer’s requests
- Assisted customers with the “Shot for 100” program, as far as issuing payments, transferring of calls as needed, and answering general requests regarding the program.
Education
High School Diploma -
West Ouachita High School
Skills
- Relatable and reliable customer support
- Proficient in customer engagement applications such as Salesforce
- Consistent positive punctuality
- 45 WPM Typing speed
- Adapt quickly to work environment/duty changes
Timeline
Account Advisor I
Blue Cross Blue Shield of Louisiana
04.2023 - Current
Call Center Representative
Coast Professional Inc. / Accenture Federal, Thriftline Savings (Contract)
08.2022 - 01.2023
Call Center Representative
Coast Professional Inc. / Louisiana Department of Health (Contract)
06.2021 - 07.2022
High School Diploma -
West Ouachita High School