Nelicia Bracey
Columbia,SC
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Blue Cross Blue Shield Of South Carolina
08.2021 - 08.2023
- Assist members with inquiries, concerns, and issues related to their health insurance coverage.
- Handle inquiries and provide support regarding the status of claims.
- Assist individuals and employers with enrollment processes, including new enrollments, changes in coverage, and termination of coverage.
- Explain health insurance benefits, including coverage details, limitations, and exclusions.
- Support healthcare providers with inquiries regarding billing, claims submission, prior authorizations, and other administrative processes.
- Investigate and resolve member and provider complaints or concerns in a timely and professional manner.
- Stay updated on the company's policies, procedures, and healthcare industry regulations.
- Accurately document customer interactions, inquiries, and resolutions (CRM) systems or databases.
- Provide educational materials, resources, and guidance to members and providers to enhance their understanding of health insurance benefits, preventive care, and wellness programs.
- Adhere to privacy and confidentiality regulations such as (HIPPA) when handling sensitive member information.
Customer Service Representative
Le'Crueset
12.2019 - 07.2021
- Respond to customer inquiries, concerns, and complaints promptly and professionally via various communication channels, including phone, email, and live chat.
- Assist customers with placing orders, verifying order details, and ensuring timely and accurate order processing.
- Handle customer requests for returns, exchanges, or refunds in accordance with Le' Creuset's return policy.
- Develop a deep understanding of Le'Creuset's product line, including cookware, bakeware and kitchen accessories.
- Assist customers in understanding and navigating Le'Creuset's warranty program.
- Help customers troubleshoot product issues, usage questions, or techinical difficulties they may encounter.
- Identify opportunities to upsell or cross-sell additional products or accessories that compliment customers' purchases or meet their needs.
- Accurately document customer interactions, inquiries, and resolutions in (CRM) systems or databases.
- Collaborate with other departments, such as sales, marketing, and operations, to address customer-related issues or provide feedback for process improvements.
- Stay updated on the company's latest products, industry trends, and customer service best practices.
Education
High School Diploma -
Wade Hampton High School
Hampton, SC06.2019
Skills
- Customer Service
- Order Processing
- CRM Software
- Training Development Aptitude
- Refund Processing
- Technical Support
- Call Center Operations
- Microsoft Word
- Microsoft Excel
- Sales Expertise
- Business Development Understanding
- Retail Sales Customer Service
- Credit Card Payment Processing
Timeline
Customer Service Representative
Blue Cross Blue Shield Of South Carolina
08.2021 - 08.2023
Customer Service Representative
Le'Crueset
12.2019 - 07.2021
High School Diploma -
Wade Hampton High School
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