Nancy Smith
Youngstown,OH
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
9
9
years of professional experience
Work History
Business Analyst
Anthem Blue Cross And Blue Shield
08.2016 - Current
- Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
- Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.
- Generated ad-hoc reports to evaluate specific business requirements.
- Able to do test claims to ensure processing correctly.
- Work with other teams to ensure issue gets resolved in a timely manner.
- Able to pull a claims impact report and assign to correct team for correct processing
Customer Service Representative
Anthem Blue Cross And Blue Shield
12.2014 - 08.2016
- 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.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Education
GED -
South High School
Youngstown, OHSkills
- Data Analysis
- Test case scenarios
- Customer Needs Assessment
- Web-based reporting tools
- Business Analysis
- Data and Analytics
- Documentation
- Customer Communication
- Claim Processing
- Claim Testing
- WGS
Timeline
Business Analyst
Anthem Blue Cross And Blue Shield
08.2016 - Current
Customer Service Representative
Anthem Blue Cross And Blue Shield
12.2014 - 08.2016
GED -
South High School
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