Lisa Myer
San Angelo,TX
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level human resources related position. Ready to help team achieve company goals.
Overview
21
21
years of professional experience
Work History
Appeals Specialist 1
HCSC, Blue Cross Blue Shield Of Texas
2009.01 - Current
- Developed appeals functions, policies and procedures and documentation.
- Created, composed and maintained appeal response templates.
- Acted as a departmental resource on appeals matters.
- Generated, posted and attached information to claim files.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
Customer Advocate
HCSC, Blue Cross Blue Shield Of Texas
2009.01 - Current
- Developed and maintained strong customer relationships by promptly addressing and resolving customer concerns.
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
- Listened to customers in actively to assess issues and provide accurate information.
- Developed and implemented strategies to improve customer service experience, resulting in increased satisfaction.
- Contacted outside providers on behalf of customers to help solve problems.
- Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
- Documented customer concerns and inquiry resolutions in internal computer system.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
Collections Specialist
Performant Recovery
2008.03 - 2019.01
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Processed payments and applied to customer balances.
- Negotiated to collect balance in full.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Researched accounts and completed due diligence to resolve collection problems.
- Trained new team members on scripts, company services, and collection strategies.
- Used probing techniques to determine debtors' reasons for delinquency.
Team Manager
Sitel Inc
2002.06 - 2008.03
- Coordinated team collaboration to share ideas and build best practices.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Led employee relations through effective communication, coaching, training, and development.
- Delivered regular team meetings for aligned work towards common goals.
- Analyzed team performance data to provide meaningful insights, enabling informed decision-making.
- Established and maintained performance, quality and service standards for professional customer care.
- Developed performance measurement strategies, identifying areas for improvement.
- Facilitated meetings to communicate team performance goals and results.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Education
Bachelor of Arts - Human Resources Management
Southern New Hampshire University
Hooksett, NH01.2024
Bachelor of Science - Psychology
Southern New Hampshire University
Hooksett, NH01.2022
Skills
- Critical Thinking
- MS Office
- Organization and Time Management
- Excellent Communication
- Planning and Coordination
- Problem-Solving
- Decision-Making
- Written Communication
- Multitasking Abilities
- Flexible and Adaptable
- Dependable and Responsible
- Attention to Detail
- Self-Motivated
Timeline
Appeals Specialist 1
HCSC, Blue Cross Blue Shield Of Texas
2009.01 - Current
Customer Advocate
HCSC, Blue Cross Blue Shield Of Texas
2009.01 - Current
Collections Specialist
Performant Recovery
2008.03 - 2019.01
Team Manager
Sitel Inc
2002.06 - 2008.03
Bachelor of Arts - Human Resources Management
Southern New Hampshire University
Bachelor of Science - Psychology
Southern New Hampshire University
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