Michelle Cruz
Vancouver,WA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills, while understanding customers desires and providing customized solution to build loyalty. Specialize in quality, speed and process optimization. Motivated to maintain customer satisfaction and contribute to company success.
Overview
4
4
years of professional experience
Work History
Member Customer Service Representative
Premera Blue Cross Of Washington
04.2022 - Current
- Chosen to be part of member que to two of our biggest clients, Microsoft and Amazon.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Maintained member satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Maintained meeting consistent goal metrics for member que.
Provider Customer Service Representative
Premera Blue Cross Of Washington
07.2021 - 04.2022
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Investigated insurance claims denials and appeals.
- Met provider call guidelines for service levels, while taking back to back calls, and handle time and productivity.
- Was able to traditions from provider que to member in a timely fashion.
CXQO Associate
Amazon
12.2019 - 07.2021
- Chosen to be part of specialized team that tested tasks prior to roll out to general population.
- Escalated feedback to be actioned by program and development stakeholder.
- Maintained strict non-disclosure confidentiality agreement for operation of Amazon Go stores
Education
High School Diploma -
Rivers Edge High School
07.2014
Skills
- Patient confident
- Professional Telephone Demeanor
- De-Escalation Techniques
- HIPAA Compliance
- Problem-solving abilities
- Adaptability and flexibility
- Follow-up skills
- Policy adherence
- Task prioritization
- Attention to detail
- Software proficiency
Timeline
Member Customer Service Representative
Premera Blue Cross Of Washington
04.2022 - Current
Provider Customer Service Representative
Premera Blue Cross Of Washington
07.2021 - 04.2022
CXQO Associate
Amazon
12.2019 - 07.2021
High School Diploma -
Rivers Edge High School
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