MICHELLE COMBS
Cincinnati,OH
Summary
With over 20 years of customer service experience, a resourceful professional excelling at responding to customers' needs and delivering effective solutions. Consistently meeting and exceeding productivity goals, demonstrating commitment to high-quality customer care. Expertise in policy development and staff management procedures positively impacting overall morale and productivity. Striving to create customer loyalty and contribute to team and company success by leveraging skills and experience.
Overview
18
18
years of professional experience
Work History
Grievance/Appeals Analyst I
ANTHEM INC.
06.2023 - 02.2025
- Responsible for comprehensive research and resolutions of appeals, disputes, grievances from our members, providers or authorized representatives and related outside agencies to ensure that internal and/or regulatory timelines are met
- Contact the requested party through written and verbal communication
Customer Care Representative I - FHPS Department
ANTHEM INC.
01.2021 - 06.2023
- Proactively resolving our members and/or providers questions and concerns using computer-based resources to find answers
- Guide members and providers with their healthcare needs by explaining benefits, solving claim concerns, helping find a doctor via telephone calls
- Correspondence trained
- Claims trained
Product Specialist Remote
CORNERSTONE BRANDS INC.
07.2020 - 01.2021
- Assist with customers inquiries, order placement, processing payments, order tracking, return authorizations and recommend products based on their needs
- Issue refund or discounts based on the quality of the product on a call-by-call basis
- While using multiple applications
Customer Service Representative II
CORNERSTONE BRANDS INC.
04.2020 - 07.2020
- Assist customers with return authorizations, order placement, processing payments
- Assist internal associates on how to resolve customer inquiries with orders
Product Information Specialist
NEW AVON LLC / AVON PRODUCTS INC
11.2018 - 04.2019
- Resolve Inbound calls and emails from Representatives and Consumers regarding company products
Payments and Credits Specialist
NEW AVON LLC / AVON PRODUCTS INC
06.2016 - 11.2018
- Call Center Trained and developed incoming associates
- Taking inbound calls and utilizing company policies to solve customer issues
Leadership Specialist
NEW AVON LLC / AVON PRODUCTS INC
12.2015 - 06.2016
- Resolve Inbound calls from Leadership Representatives and District Sales Managers
Support Specialist
NEW AVON LLC / AVON PRODUCTS INC
04.2015 - 12.2015
- Resolve Inbound calls regarding company products
- Resolve returns and tax issues
Add-Rate Coordinator
NEW AVON LLC / AVON PRODUCTS INC
05.2007 - 04.2015
- Successfully managed 12 specialists with mentoring and quality performance
- Orchestrated weekly team meeting
- Handled escalated calls
- Generated reports detailing metric reports
Education
Graduated -
Cincinnati Public Schools
01.2020
Skills
- Outbound/Inbound calling
- Management Skills
- Problem solving
- Proficient in Microsoft Office
- Typing
- Time Management
Timeline
Grievance/Appeals Analyst I
ANTHEM INC.
06.2023 - 02.2025
Customer Care Representative I - FHPS Department
ANTHEM INC.
01.2021 - 06.2023
Product Specialist Remote
CORNERSTONE BRANDS INC.
07.2020 - 01.2021
Customer Service Representative II
CORNERSTONE BRANDS INC.
04.2020 - 07.2020
Product Information Specialist
NEW AVON LLC / AVON PRODUCTS INC
11.2018 - 04.2019
Payments and Credits Specialist
NEW AVON LLC / AVON PRODUCTS INC
06.2016 - 11.2018
Leadership Specialist
NEW AVON LLC / AVON PRODUCTS INC
12.2015 - 06.2016
Support Specialist
NEW AVON LLC / AVON PRODUCTS INC
04.2015 - 12.2015
Add-Rate Coordinator
NEW AVON LLC / AVON PRODUCTS INC
05.2007 - 04.2015
Graduated -
Cincinnati Public Schools
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