Summary
Overview
Work History
Education
Skills
Timeline

Tara Mencher

Roanoke

Summary

Accomplished Operations Expert and Customer Service Professional with a proven track record at Elevance Health and Anthem. Excelled in resolving complex operational challenges and customer disputes, enhancing efficiency and customer loyalty. Skilled in verbal communication and call documentation.

Overview

10
10
years of professional experience

Work History

Operations Expert

Elevance Health
05.2023 - Current
  • Collaborated with cross-functional teams to develop innovative solutions for complex operational challenges.
  • Facilitated interdepartmental communication to streamline processes, eliminate redundancies, and improve overall efficiency.
  • Serves as a first line resource for operation associates for workflow and technical related process. Provides operational training, handles complex case research and resolution, reviews, interprets and maintains records of service level, quality, accuracy, and productivity, reviews department policy and procedure manuals for accuracy, and works with training department to ensure procedures and policies are accurate and complete.

Customer Service Representative III

Elevance Health
06.2022 - 05.2023
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service. Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Developed strong customer relationships to encourage repeat business.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Consulted with customers to resolve service and billing issues. Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Mentored new employees on procedures and policies to maximize team performance.
  • Made outbound calls to obtain account information.
  • I assisted in training associates in different processes for processing claims.
  • I was part of a specialty group for processing priority claims. I have been part of different pilot programs changing processes of claim. I was part of the AIM pilot also part of pilot program processing correspondence through Re-Direct.
  • I have processed NCQA claims. I am fluent in processing professional and facility claims.


Customer Service Representative II

Anthem
06.2017 - 05.2022
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Delivered prompt service to prioritize customer needs.
  • Developed rapport with customers through active listening skills resulting in positive feedback from customers.

Customer Service Representative I

Anthem
10.2014 - 06.2017
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Developed strong customer relationships to encourage repeat business.
  • Made outbound calls to obtain account information.

Education

High School Diploma -

Dominican Commercial High School, Jamaica, NY
06-1990

Skills

  • Responding to Difficult Customers
  • Call Documentation
  • Understanding Customer Needs
  • Verbal and Written Communication
  • Customer Relations
  • Inbound and Outbound Calling
  • Calm and Professional Under Pressure

Timeline

Operations Expert - Elevance Health
05.2023 - Current
Customer Service Representative III - Elevance Health
06.2022 - 05.2023
Customer Service Representative II - Anthem
06.2017 - 05.2022
Customer Service Representative I - Anthem
10.2014 - 06.2017
Dominican Commercial High School - High School Diploma,

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Tara Mencher