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Lori-Ann Pentz
Salisbury Mills,NY
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
25
25
years of professional experience
Work History
Costomer Service Advocate
Anthem Blue Cross Blue Shield
2017.01 - Current
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Guided customers in understanding health plan options, enhancing overall satisfaction and engagement.
- Trained new staff on systems and protocols, fostering a knowledgeable and capable team environment.
- Managed complex customer issues, ensuring timely resolutions while adhering to company policies.
- Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
- Developed comprehensive knowledge of company products and services to provide accurate information to customers.
Front End Lead
Shoprite
2013.03 - 2014.09
- Part time evening and weekends supervised front end staff , up to 25 cashiers and front end employees.
- Assisted customers finding items , and checking on price discrepancies.
- Created an open environment with staff during coaching sessions about money draw shortages or overages, work environment , and survey results .
Customer Service Representative
Anthem Blue Cross Blue Shield
2006.11 - 2017.01
- Answer incoming phone calls from members, assist with questions or concerns, explain, benefits, making outbound calls to providers or billing companies to resolve billing issues or confusion about responsibilities.
- Listen to member concerns and follow up when necessary. Educate members about their benefits and clarify any confusion.
- Resolved customer inquiries through effective communication and problem-solving skills.
- Processed member submitted claims and ensured compliance with company policies and procedures.
- Assisted in training new team members on customer service protocols and systems.
- Managed escalated issues, providing timely resolutions to maintain customer satisfaction.
Customer Service Manager, cash office clerk
Wal-Mart INC.
2001.03 - 2006.11
- Assisting customers with purchases and refunds, Creating a welcoming and consistent atmosphere for customers and employees by keeping a clean environment and efficient work areas.
- Overseeing scheduling and breaks for up to 20 cashiers, Interviewing new applicants and training newly hired associates
- Counting and resetting cash draws for cashier, creating deposits and processing reports for management.
Education
Associate of Science - Early Childhood Studies
Axia University of Phoenix
Phoenix, AZSkills
- Customer service
- Client communication
- Staff supervision
- Training and mentoring
- Problem-solving
- Multitasking and organization
- Excellent communication
- Adaptability and flexibility
- Problem-solving skills
- Time management
- Listening skills
- Cash handling
Interests
Timeline
Costomer Service Advocate
Anthem Blue Cross Blue Shield
2017.01 - Current
Front End Lead
Shoprite
2013.03 - 2014.09
Customer Service Representative
Anthem Blue Cross Blue Shield
2006.11 - 2017.01
Customer Service Manager, cash office clerk
Wal-Mart INC.
2001.03 - 2006.11
Associate of Science - Early Childhood Studies
Axia University of Phoenix