Lisa Myer
Saint Augustine
Summary
Customer service professional with proven background in resolving customer concerns efficiently and effectively. Known for fostering collaborative team efforts and achieving consistent results. Reliable and adaptable, with excellent communication and conflict resolution skills.
Experienced with addressing and resolving customer inquiries and complaints. Utilizes communication and problem-solving skills to ensure customer satisfaction. Track record of maintaining high client satisfaction and loyalty.
Overview
17
17
years of professional experience
Work History
Customer Advocate
HCSC, Blue Cross Blue Shield Of Texas
01.2019 - Current
- Researched and resolved account and service problems with friendly, knowledgeable support
- Documented customer concerns and inquiry resolutions in internal computer system
- Listened to customers in actively to assess issues and provide accurate information
- Accessed multiple databases to investigate customer questions and concerns
- Answered as many as 80 calls each day focused on answering benefit questions and resolving claim issues
- Contacted outside providers on behalf of customers to help solve problems
Customer Service Representative
TTEC
08.2024 - 04.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Improved resolution time with effective problem-solving for customer complaints.
- Met customer call guidelines for service levels, handle time and productivity.
- Enrolled customers in Connecticut Medicaid
Customer Service Representative
Performantcorp
03.2024 - 05.2024
- Collaborated with cross-functional teams to gather necessary documentation and evidence to support the appeals process.
- Managed high-stress situations with professionalism, ensuring that appeals were handled promptly and accurately even under tight deadlines or heavy caseloads.
- Verified client information by analyzing existing evidence on file.
Customer service
Performant
02.2024 - 05.2024
- Work from spreadsheet
- Outbound calling to providers
- Inbound calls for assistance with Medicare audits
- Faxing documents for audits
- Use of multiple systems to get work complete each day
Appeals Specialist
HCSC, Blue Cross Blue Shield Of Texas
01.2019 - 12.2023
- Created, composed and maintained appeal response templates
- Checked documentation for accuracy and validity on updated systems
- Generated, posted and attached information to claim files
- Maintained strong knowledge of basic medical terminology to better understand services and procedures
- Assured timely verification of insurance benefits prior to patient procedures or appointments
- Posted payments to accounts and maintained records
- Calculated adjustments, premiums, and refunds
Collections Specialist
Performant Recovery
03.2008 - 12.2018
- Negotiated to collect balance in full
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor
- Processed payments and applied to customer balances
- Counseled debtors on payment options and arranged installment agreements
- Achieved performance goals on consistent basis
- Maintained high volume of calls and met demands of busy and productive group
- Used probing techniques to determine debtors' reasons for delinquency
- Researched accounts and completed due diligence to resolve collection problems
- Handled 100+ outbound and inbound calls daily with goal of collecting owed debt
- Used skip tracing and other techniques to locate debtors
- Trained new team members on scripts, company services and collection strategies
- Processed payments and contracts on accounts
Education
Master of Science - Social Work
Walden University
Minneapolis, MN05-2027
Master of Arts - Human Resources Management
Southern New Hampshire University
Hooksett, NH01-2024
Bachelor of Arts - Psychology
Southern New Hampshire University
Hooksett, NH12-2022
Skills
- Customer services
- Data entry skills
- Data entry
- Educating customers
- Conflict resolution
- Customer research
- Inbound call management
- Documentation coordination
- Benefits determination
- Teamwork
- Problem-solving
- Time management
- Attention to detail
Timeline
Customer Service Representative
TTEC
08.2024 - 04.2025
Customer Service Representative
Performantcorp
03.2024 - 05.2024
Customer service
Performant
02.2024 - 05.2024
Customer Advocate
HCSC, Blue Cross Blue Shield Of Texas
01.2019 - Current
Appeals Specialist
HCSC, Blue Cross Blue Shield Of Texas
01.2019 - 12.2023
Collections Specialist
Performant Recovery
03.2008 - 12.2018
Master of Science - Social Work
Walden University
Master of Arts - Human Resources Management
Southern New Hampshire University
Bachelor of Arts - Psychology
Southern New Hampshire University
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