Michelle Battaglia
Hilton
Summary
Dynamic customer service professional with extensive experience at MVP, excelling in conflict resolution. Proven track record of enhancing client satisfaction through effective communication and adherence to HIPAA regulations. Skilled in CRM software and case management, consistently delivering exceptional support in fast-paced environments.
Overview
20
20
years of professional experience
Work History
Call Center Customer Service Representative
MVP
Rochester
12.2022 - Current
- Address complex inquiries and resolve complaints while providing detailed product information.
- Utilize CRM software to maintain accurate documentation of interactions and update account data.
- De-escalate interactions with upset customers using empathy and professional communication.
- Execute proactive follow-up strategies to ensure complete issue resolution and satisfaction.
Mobility Support Specialist
Calero MDSL
Rochester
07.2022 - 12.2022
- Provided direct support to community members, addressing technical concerns with urgency.
- Performed troubleshooting for customers experiencing issues with mobile devices or services.
- Maintained high satisfaction ratings by ensuring timely responses to all service inquiries.
Medical Service Coordinator
Excellus BCBS
Rochester
09.2014 - 07.2022
- Managed high volumes of inbound and outbound calls for both members and healthcare providers.
- Processed member cases and managed sensitive documentation through Vital and Quick Claims systems.
- Strictly adhered to federal and state guidelines regarding the release of private information and HIPAA.
- Handled provider correspondence regarding authorizations and supported regulatory compliance.
- Demonstrated deep expertise in varied health plans, including HMO, PPO, EPO, and POS.
Customer Service Representative
Sutherland Global
Rochester
07.2006 - 03.2014
- Managed a constant flow of calls with minimal wait times to maximize operational efficiency.
- Applied forward-thinking strategies to address specific customer needs and resolve concerns.
- Offered tailored assistance to customers with special needs or specific service requirements.
Skills
- Conflict resolution
- Call escalation
- Building client rapport
- Medicare
- HIPAA regulations
- Insurance types (HMO, PPO, EPO, POS)
- CRM software
- Microsoft Office Suite (Excel, Access)
- Technical troubleshooting
- Data entry
- Case management
- Regulatory compliance
Education And Certifications
Certified Application Counselor
Timeline
Call Center Customer Service Representative
MVP
12.2022 - Current
Mobility Support Specialist
Calero MDSL
07.2022 - 12.2022
Medical Service Coordinator
Excellus BCBS
09.2014 - 07.2022
Customer Service Representative
Sutherland Global
07.2006 - 03.2014