Michelle Rose
Columbia,SC
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
13
13
years of professional experience
Work History
Work From Customer Service Representative
Alorica
02.2023 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Eligibility Specialist
SC Healthy Connections
08.2023 - 03.2024
- Uses various information sources, electronic tools, and systems provided by the department to collect, assemble, evaluate, and make a determination from the received information from applicants
- Review and change of circumstances
- Reduced errors in eligibility decisions with meticulous attention to detail and thorough documentation of applicant information.
- Reviewed applications for different aid programs and determined which qualification criteria for individuals.
- Enhanced Medicaid eligibility determinations by thoroughly analyzing applicants'' financial and personal information.
- Managed high caseloads efficiently, prioritizing tasks effectively and utilizing time-management skills to meet deadlines consistently.
Accounting Specialist II
Aflac Group
08.2018 - 04.2022
- Under minimal supervision and in a production environment performs tasks that vary in complexity
- Process requests thoroughly thru Workflow from Account Service Coordinators, Payroll Account Specialist and customer service
- Provide in-depth individual and group pay histories to requesters thru Workflow in a timely manner
- Ensure to provide excellent customer service through phone, e-mail, chat, in timely and accurate manner
- Serve as liaison between Account Service Coordinator, Payroll Account Services, management and customer to improve customer service and business productivity
- Identifies discrepancies or account variances and takes the necessary steps to resolve or refer issues to the appropriate team member or department for resolution.
- Improved financial accuracy by performing detailed account reconciliations and resolving discrepancies.
Customer Service Advocate II
Blue Cross Blue Shield
10.2017 - 08.2018
- Received inbound calls from customers regarding inquiries pertaining to health insurance plans and prescription drugs
- Enrolled Medicare recipients into prescription drug plans; Assist with setting up online accounts; Reset passwords
- Advised customers of what benefits are available to them
- Assisted callers with enrolling in programs that will assist in lowering the cost of prescriptions and insurance plan costs
- Performed policy maintenance changes such as updating mailing addresses, phone numbers and emails
- Build and retained client relationships to ensure consistent business pipeline by maintaining ongoing contact via email and outbound calls
- Accurately communicated with Management; as well as other departments through database system to resolve escalated issues from policyholders
- Resolved escalations while consistently meeting all Customer Service metrics which helps to assist in meeting service levels for the department.
Shift Leader
Green Beans Coffee
01.2011 - 12.2015
- Managed a team of 10 or more employees in an organization of over 2,000 military personnel
- Managed merchandise, financial and customer service aspects of military personnel
- Maintained a clean and safe work environment
- Met quality standards for services and evaluation of customer satisfaction
- Recorded/reported team hours and expenses on a weekly basis
- Managed budgets to prevent cost overruns
- Analyzed project profitability, revenue, margins, bill rates and utilization
- Established excellent management skills
Bank Teller
AllSouth Federal Credit Union
07.2014 - 03.2015
- Provided excellent customer service skills
- Provided account services to customers by receiving deposits and loan payments; Validate and cash checks; Issue withdrawals
- Recorded transactions by logging cashier's checks
- Completed special requests by closing accounts; Take check orders; Open and close Christmas and Vacation clubs
- Answered inquiries regarding checking and savings accounts and other bank related products
- Ensured compliance with all internal controls and establish policies and procedures
- Performed job duties while standing for long periods of time.
Education
High School Diploma -
Timmonsville High School
Timmonsville, SC06.2001
Skills
- Data Entry
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Call center experience
- Computer Proficiency
- Money handling abilities
- Microsoft Excel
- Microsoft Outlook
- Paperwork Processing
- Data Collection
- Research
Additional Information
Case Management, Project Management, Word Processing, Planning, Priority and Organizing Setting, Administrative/Clerical Skills, Utilize Effective Training Methods, Active Listener, Sales
Timeline
Eligibility Specialist
SC Healthy Connections
08.2023 - 03.2024
Work From Customer Service Representative
Alorica
02.2023 - Current
Accounting Specialist II
Aflac Group
08.2018 - 04.2022
Customer Service Advocate II
Blue Cross Blue Shield
10.2017 - 08.2018
Bank Teller
AllSouth Federal Credit Union
07.2014 - 03.2015
Shift Leader
Green Beans Coffee
01.2011 - 12.2015
High School Diploma -
Timmonsville High School