Lorey Blevins
Phoenix,AZ
Summary
- Extensive call center and communication skills.
- Able to establish performance goals to exceed efficiency levels and quality standards
- Outstanding leadership skills to motivate teams and drive results.
- Technologically savvy with extensive telephone and customer service savvy skills.
- Research driven to locate and track down and solve issues and problems
Overview
19
19
years of professional experience
Work History
Customer Service
LOGISTICARE
10.2018 - 03.2020
- Dedicated to assisting customers with rides to appointments
- Scheduling, canceling or changing appointments
- Assisting with route changes and verifying rates and number of rides available.
Referral Coordinator
UNITED HEALTHCARE
03.2013 - 02.2014
- Entered referrals quickly and efficiently
- Researched benefits, approved or denied referrals
- Sent out the needed letters.
Customer Services Coordinator
VERIZON WIRELESS COMMUNICATIONS
12.2010 - 06.2012
- Dedicated to assisting customers with wireless phone and technology needs
- Constant utilization of comprehension to troubleshoot and evaluate issues
- Evaluated and explained customers with billing and rate plans
- Diligent evaluation of each call to resolve every issue satisfactorily.
Advanced Technological Support Representative
ALLTEL COMMUNICATIONS, INC.
05.2007 - 12.2010
- Dedicated to assisting customers with wireless phone and technology needs
- Constant utilization of comprehension to troubleshoot and evaluate issues
- Diligent evaluation of each call to resolve every issue satisfactorily.
Senior Pharmacy Services Associate
CIGNA HEALTH CARE
12.2001 - 05.2006
- Trained, coached and mentored employees, to effectively handle question and issues with pharmacy coverage, eligibility and medications
- Handled complicated decisions for authorizations of medications through various types of insurance
- Assisted to verify coverage for medications and injectables, by state law and company policies.
Customer Service Representative
American Express
02.2001 - 11.2001
- Provided outstanding customer service in a prompt and courteous manner
- Primarily responsible for reconciliation of accounts and balances, dealing with customers and businesses
- Educated customer on products and services to aid them in making informed decisions.
Customer Service Representative
CIGNA HEALTH CARE
01.2001 - 08.2001
- Answered questions on insurance eligibility, claims and particulars of the various policies
- Assisted policyholders with problems or questions concerning their medical benefits
- Utilized both phone and various benefit and eligibility programs to aid members with their issues.
Education
Bachelor's Degree - Communications
Arizona State University
Phoenix, AZAssociates Degree - General Studies
Glendale Community College
Glendale, AZSkills
- Call Center Experience
- Complaint Handling
- Process Improvement
- Performance Monitoring
- Attention to Detail
- Computer Proficiency
- Decision Making
- Time Management
- Effective Communication
- Empathy Display
- Telephone Etiquette
- Active Listening
- Product Knowledge
- Social Media Savvy
- Patience Maintenance
- Problem Solving
- Interpersonal Skills
- Positive Attitude
- Multitasking Abilities
- Customer Retention
- Conflict Resolution
- Quality Control
- De-Escalation Techniques
- Customer Service
- Following Scripts
- Service Standard Compliance
- Remote Office Availability
- Understanding Customer Needs
- 45-50 Wpm Typing Speed
- Document and Records Management
- Calm Under Pressure
- Relationship Building
- Computer Skills
- Customer Retention Strategies
- Multi-Line Phone Systems
- CRM Software
- Teamwork and Collaboration
- Receiving Support
reading, writing, family
Avid reader of various types of books, fiction, nonfiction and mystery
I journal my life.
Timeline
Customer Service
LOGISTICARE
10.2018 - 03.2020
Referral Coordinator
UNITED HEALTHCARE
03.2013 - 02.2014
Customer Services Coordinator
VERIZON WIRELESS COMMUNICATIONS
12.2010 - 06.2012
Advanced Technological Support Representative
ALLTEL COMMUNICATIONS, INC.
05.2007 - 12.2010
Senior Pharmacy Services Associate
CIGNA HEALTH CARE
12.2001 - 05.2006
Customer Service Representative
American Express
02.2001 - 11.2001
Customer Service Representative
CIGNA HEALTH CARE
01.2001 - 08.2001
Bachelor's Degree - Communications
Arizona State University
Associates Degree - General Studies
Glendale Community College