MIA WELCH
Greeley,CO
Summary
Highly energetic and customer-focused individual with a natural ability to connect with people and address their needs. Possesses a strong foundational understanding of customer service principles and is adept at handling transactions and resolving conflicts. Committed to creating positive experiences and fostering customer loyalty. Extensive experience in the insurance industry with a deep understanding of its intricacies and a proven track record in providing remote consumer support. Skilled in managing diverse customer needs, from claims and eligibility to efficient problem-solving in high-volume, remote environments. Adept at leveraging insurance software to enhance customer satisfaction and operational efficiency. Seeking a challenging fully remote role to continue delivering exceptional support.
Overview
23
23
years of professional experience
Work History
Consumer Service Associate
Elevance Health (Formerly known as The Anthem Group of Companies, Inc)
08.2021 - Current
- Handle high-volume calls, effectively addressing customer needs while maintaining professionalism
- Researches and articulately communicates information regarding authorization inquiries to callers while maintaining confidentiality
- Exemplified a strong work ethic by reliably completing assigned tasks on time or ahead of schedule.
- Handle different member accounts (State of New Jersey, Merck & Co, Sanofi, Organon LLC and Pfizer)
- Resolves members administrative concerns as the first line of contact - this may include claim resolutions and other expression of dissatisfaction
- Interacts with members verbally and in written form to ensure appropriate engagement is achieved
- Help, guide and educate consumers about the fundamentals and benefits of consumer-driven health care topics to select the best benefit plan options, maximize the value of their health plan benefits and choose a quality care provider
- Contact care providers on behalf of the member to assist with appointment scheduling or connections with internal specialists for assistance
- Assist in increasing member's engagement into appropriate programs and offerings
- Interprets plan benefit design, resolves claim, benefit, enrollment issues and appeal issues while making a connection during the contact
- Understands and communicates the benefit design packages to members as defined by employer
- Acts as trusted advisor and educator on health care related inquiries
- Assist members in navigating the company’s website, portal/app and encourage as well as reassure them to become self-sufficient
- Assists in mentoring and training of new staff
- Responsible for updating self on ever changing information to ensure accuracy when dealing with members and providers
- Support team members and participate in team activities to help build a high-performance team
- Thoroughly documents members comments/information and forwards required information to the appropriate staff
- Responsible for meeting call handling requirements and daily telephone standards as set forth by management
- Performs necessary follow-up tasks to ensure member or provider needs are completely met
- Maneuver through various computer platforms while verifying information on all calls
Medical Screener / Reception Technician
CSL Plasma
09.2019 - 07.2020
- Assessed the self-administered health history, answered basic medical questions associated with the donation process, referred donors to medical staff when appropriate and performed health screening procedures such as blood pressure, pulse, weight, temperature
- Conducted basic screening procedures to verify compliance with donation criteria.
- Performed finger stick to obtain sample to obtain donor's hematocrit and total protein level
- Upon completion of the appropriate training, educated new donors on the use of therapeutic products made from donated plasma
- This includes explaining the screening process, the health screening tests performed, the appointment system, donation fees, center policies, proper nutrition and any other information pertinent to the donor
- Ensured that all donor questions are answered timely, accurately and professionally
- Involved in registering applicant and transfer donors based upon completion of appropriate training and operational needs of the center
- Answered the telephone and answer callers' question or transfer call to appropriate staff member
- Maintained alertness and awareness to any reaction by a donor may have during or after the pheresis process and notifies appropriate staff
- Alerted Group Leader or Supervisor of donor flow issues
- Ensured the accurate recording of donor data in the electronic donor information management system as outlined in the SOPs
- Understands the policies and procedures associated with hyper immune programs at the center if applicable
- Maintained a clean, efficient work environment and ensured sufficient operating supplies and forms are available as needed
- Followed all Health Safety & Environmental (HSE) and Occupational Safety and Health Administration (OSHA) policies and procedures
- Promoted safety in all actions
- Maintained confidentiality of all personnel, donor and center information
- Cross-trained in other areas to meet the needs of the business and as well as performed other job-related duties as assigned
Assistant Front Office Manager
Queens Hotel
07.2016 - 12.2016
- Supported Front Office Manager in leading department operations, ensuring guest satisfaction and smooth daily function
- Assisted the Front Office Manager in employee related matters such as evaluations and consulting
- Monitored the Front Office employees to make sure all guests receive prompt and personal recognition
- Took good care of the front desk operation including guest registration, room assignment and check-out procedures
- Monitored all executive floor executives to ensure maximum guest satisfaction through personal recognition and prompted cordial attention from arrival through departure
- Provided high level of customer service and maintained a high profile in the day-to-day front office operations
- Spearheaded initiatives that improved overall communication between different departments within the hotel property
- Encouraged and mentored employees to boost performance and remove process inefficiencies
- Recommended strong business plans, operational decisions and financial processes to support business sustainability
- Coached employees through day-to-day work and complex problems
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities
- Monitored inventory, office stock and ordered supplies as necessary
- Updated, processed and filled all documents
- Assisted in the recruitment process for front office staff, ensuring a strong team of well-trained employees
- Balanced daily cash transactions, accurately maintaining financial records for the front office department
Banquet Coordinator / Food & Beverage Administrator
Dubai Marine Beach Resort & Spa
06.2012 - 06.2015
- Stood in for the manager in their absence
- Organized the manager's diary and appointments
- Organized and maintained office systems
- Maintained calendars and schedules
- Answered, screened and directed incoming calls
- Prepared and distributed minutes of the meetings
- General clerical duties including photocopying, fax & mailing
- Reviewed and answered correspondence
- Maintained office staff by assisting in recruiting, orienting and training employees
- Communicated changes in policies and procedures
- Ensured adherence to policies and procedures by staff members
- Prepared paperwork for hires and terminations
- Conducted orientation for new staff members
- Identified and organized training programs for staff
- Kept staff attendance reports
- Maintained employee personal files and scheduled job evaluations
- Served as a link between management and employees by handling questions, interpreting and administering contracts and helped resolved work-related issues
- Monitored inventory, office stock and ordered supplies as necessary
- Updated, processed and filled all documents
- Setting up and coordinating meetings and conferences
- Assisted with negotiations for space contracts and booked event space, arranged food and beverage, ordered supplies and audiovisual equipment, made travel arrangements, ordered event signs, and ensured appropriate décor (florals, linens, color schemes, etc.) to meet the quality expectations of the alumni association
- Regularly followed up with clients & vendors to ensure the banquet will meet expectations & run smoothly
- Coordinated appointments & visits to see our space, and scheduled events on the calendar
- Assisted with managing on-site production & cleaned-up for events as necessary
- Assisted with preparing budgets & provided periodic progress reports to staff directors for each event project
- Responsible for collecting deposits from the clients before an event & final payment after
- Ensured timely response of all party/event queries
- Enhanced overall guest experience by addressing concerns promptly, professionally resolving issues as they arose during events
- Championed sustainability initiatives within banquet operations by implementing eco-friendly practices and promoting responsible resource usage across the department.
- Facilitated successful events by coordinating staff schedules, delegating tasks efficiently, and providing clear direction during high-pressure situations
- Established strong relationships with vendors to secure high-quality products at competitive prices while maintaining consistent supply chain reliability
Front Desk & Guest Services Operator
The Orange Lion Hotel & Grand Café
12.2005 - 12.2011
- Welcomed, registered and assigned rooms to guests
- Collected payments, computer bills and made changed for guests
- Assisted in the training of new employees, sharing valuable knowledge and industry experience.
- Ensured all safety protocols were followed during daily operations to create a secure working environment.
- Used effective verbal communication skills to instruct and direct crews during shifts, build team consensus and accomplish important project milestones.
- Kept guest's accounts and room availability records manually or using computers
- Issued room keys and escorted instructions to bellhops
- Responsible for performing simple bookkeeping activities like balancing cash accounts
- Posted charges for food, rooms, liquor or telephone calls to ledgers manually or using computers
- Accountable for reviewing accounts and charges with guests while checking out
- Received and transmitted messages, using telephone and telephone switchboard
- Recorded and summarized financial statements including cash receipts, foreign currency exchange, credit cards and related cashiering duties in accurate and timely manner
- Collaborated with team members to improve overall performance and achieve company goals
- Strengthened communication between departments by fostering a collaborative work environment
- Optimized resource allocation by accurately tracking inventory levels and ordering necessary supplies as needed
Marketing Analyst
BTC Advertising Services
06.2005 - 12.2005
- Successfully performed managerial duties during manager's absence
- Trained new employees and conducted company and product orientations
- Calculated and transmitted weekly sales reports to headquarters
- Conducted monthly inventory/audit of product
- Marketing assistant and updated the databases
- Identified areas for process improvement within the marketing department, resulting in increased efficiency and more effective use of resources
- Evaluated prospect databases for accuracy, segmentation opportunities, and growth potential within target markets
- Developed and retained strong rapport with multiple high-value clients
- Executed plans and initiatives to increase efficiency
Receptionist & Ticketing Agent
E-Net Travel Agency
12.2004 - 06.2005
- Successfully organized appointments between employees and clients
- Maintained confidentiality of information regarding clients and company
- Cultivated positive relationships with clients through professional demeanor and excellent interpersonal skills.
- Airline ticketing and reservations
- Assisted with passport and visa process
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance
- Confirmed appointments, communicated with clients, and updated client records
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents
- Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory
Hotel Receptionist /Front Office Administrative Assistant
Blue Nile Executive Hotel and Resort
02.2002 - 07.2004
- Maintained a professional appearance of the front desk area by keeping it clean, organized, and well-stocked with necessary supplies
- Provided exceptional customer service for a memorable stay, addressing guest inquiries and resolving issues promptly
- Collaborated with housekeeping staff to ensure timely room availability and cleanliness for incoming guests
- Collected room deposits, fees, and payments
- Managed cash transactions accurately, maintaining proper financial records for the reception area.
- Continuously updated knowledge on local attractions, restaurants, and transportation options to provide relevant recommendations for guests seeking guidance.
- Preserved guest privacy and security through strict adherence to data protection policies when handling personal information or payment details
- Boosted guest loyalty with attentive assistance, personalized recommendations, and genuine interactions
- Improved efficiency of team communication by relaying important updates regarding guest preferences or special requests to relevant departments
- Assisted in training new receptionists on hotel policies and procedures, ensuring consistency in service delivery across all shifts
- Prepared reports on guest satisfaction levels and other metrics
- Aided colleagues, managers, and customers through regular communication and assistance
- Liaised between clients and vendors and maintained effective lines of communication
Education
Associate of Science - Healthcare Administration Services
Colorado Technical University
Online10.2025
Certificate - Medical Assistant
U.S. Career Institute
10.2020
High School Diploma - undefined
Holy Angel University
04.2000
Skills
- Understand medical claims, benefits and eligibility
- Staff Management
- Ability to multi-task
- Verbal and written communication skills
- Staff Work Scheduling
- Guest Services Management
- Guest Service Sales
- Hotel Management
- Good delegation skills
- Encourages for maximum performance of volunteers
- Ability to compliment and recognize work well done
- Creative techniques
- Model of Good Character
- Knowledge of Solutions Central, Blue2, and other insurance software
- Customer support
- Patience and tolerance
- Complaint handling
- Quality assurance
- Customer service excellence
- Client relationship building
- Excellent communication
- Listening skills
- Computer skills
- Workflow management
- Customer service
- Attention to detail
- Clerical support
- Client rapport
- Call center operations
- Strong work ethic
- Handling customer complaints
- Customer relationship management
- Reporting and documentation
- Understanding customer needs
- Customer data confidentiality
- Problem resolution
- Call documentation
- Microsoft office
- MS office
- Professional telephone demeanor
Personal Profile
15-years experience in customer service, detail orientation, multitasking abilities, Proven history of being able to balance competing priorities and tight deadlines, Developed a reputation for quality of work and timely completion of projects, Ability to communicate effectively with staff at all levels-both written and oral, Expert interpersonal and communication skills known for tactful handling of sensitive, confidential issues; ability to resolve customer complaints; and timely completion of polished, executive-level reports and presentations, Reputation for dependability, honesty, dedication and enthusiasm. Provide premium service to both internal and external customers
Timeline
Consumer Service Associate
Elevance Health (Formerly known as The Anthem Group of Companies, Inc)
08.2021 - Current
Medical Screener / Reception Technician
CSL Plasma
09.2019 - 07.2020
Assistant Front Office Manager
Queens Hotel
07.2016 - 12.2016
Banquet Coordinator / Food & Beverage Administrator
Dubai Marine Beach Resort & Spa
06.2012 - 06.2015
Front Desk & Guest Services Operator
The Orange Lion Hotel & Grand Café
12.2005 - 12.2011
Marketing Analyst
BTC Advertising Services
06.2005 - 12.2005
Receptionist & Ticketing Agent
E-Net Travel Agency
12.2004 - 06.2005
Hotel Receptionist /Front Office Administrative Assistant
Blue Nile Executive Hotel and Resort
02.2002 - 07.2004
Certificate - Medical Assistant
U.S. Career Institute
High School Diploma - undefined
Holy Angel University
Associate of Science - Healthcare Administration Services
Colorado Technical University
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