Maxine Smith
McKinney,TX
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
11
11
years of professional experience
Work History
Chat Specialist
Emerald Layne Restoration
02.2022 - Current
- Respond to customer inquiries and provided accurate information about products and services via live chat.
- Document all customer information accurately in computer system, providing dated notes for future reference.
- Handle inbound customer chat conversations from various websites.
- Develops exemplary writing skills through continued correspondence with upwards of 25 customers per day
- Ask open-ended questions to determine which products or services would be best fit for customer's needs
Benefits Verification Specialist
Blue Cross Blue Shield Of Texas
02.2022 - 02.2023
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
- Checked employees' benefits enrollment for accuracy and inputted all data
- Implemented open enrollment system to streamline benefits processes for employees.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
Fraud Detection Analyst
Internal Revenue Service
06.2012 - 11.2020
- Coached and trained staff of 20 on fraud prevention techniques to increase awareness and reduce risk
- Evaluated customer data to identify and prevent fraudulent activities.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Contacted customers directly to notify of fraudulent activity and minimize impacts.
- Summarized all key information regarding investigation into detailed report for delivery to management.
Education
Some College (No Degree) - Business Administration And Management
Metropolitan Community College - Kansas City
Kansas City, MOSkills
- Experience in call center production environment
- Familiarity with processing medical health claims
- Intermediate level experience with Microsoft Office
- Proficient with 10-Key (data entry)
- Ability to keep all company sensitive documents secure
- Strong written and verbal communication skills
- Extreme attention to detail and organization in all aspects of work
- Analytical, research and problem-solving skills
- Knowledge of medical terminology and ICD codes
- Claims Investigations
- Livechat Messaging
Accomplishments
- Provided effective solutions to customer complaints via online chat, helping to decrease the amount of customer service calls by 15%.
Timeline
Chat Specialist
Emerald Layne Restoration
02.2022 - Current
Benefits Verification Specialist
Blue Cross Blue Shield Of Texas
02.2022 - 02.2023
Fraud Detection Analyst
Internal Revenue Service
06.2012 - 11.2020
Some College (No Degree) - Business Administration And Management
Metropolitan Community College - Kansas City