Nicole Anderson
Albuquerque,NM
Summary
Upbeat and friendly Customer Advocate with 10 years of customer service experience. Talented multitasker with good prioritization, planning and conflict resolution skills. Flexible and attentive with passion for customer support.
Overview
4
4
years of professional experience
Work History
Customer Advocate
Blue Cross Blue Shield Of New Mexico
Albuquerque, NM
08.2021 - 08.2022
- Researched and resolved membership problems with friendly, knowledgeable support.
- Documented member concerns and inquiry resolutions in internal computer system.
- Listened to members in actively to assess issues and provide accurate information.
- Accessed multiple databases to investigate member questions and concerns.
- Maintained confidentiality of patient finances, records and health statuses.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
Customer Support Representative
Carenet
Albuquerque, NM
06.2021 - 07.2021
- Connected with customers to address questions and resolve issues through phone and email.
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
- Contributed ideas and practical solutions to support process improvement efforts.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
Customer Service Assistant
Express Employment
Albuquerque, NM
03.2020 - 07.2020
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Managed incoming calls each day with utmost professionalism and knowledgeable service.
- Organized data on current trends and prepared presentations for senior leadership to highlight areas of strength and opportunities for improvement.
- Delivered prompt service to prioritize customer needs.
- Educated customers about employment, payment processing and support policies and procedures.
Patient Service Representative
ATI
Albuquerque, NM
09.2018 - 01.2019
- Assisted patients in filling out check-in and payment paperwork.
- Took copayments and compiled daily financial records.
- Used multiple programs to schedule appointments.
- Compiled and reviewed medical charts.
- Reviewed and corrected claim errors to facilitate smooth processing.
- Explained plans for treatment and payment options.
- Organized patient records and database to facilitate information storage and retrieval.
Benefits Specialist
Navajo Nation Employee Benefits Program
Window Rock, AZ
08.2013 - 03.2016
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email and in-person interactions.
- Trained new team members in policies and procedures and offered insight into best ways to manage job tasks and duties.
- Observed strict procedures to maintain data and plan participant confidentiality.
- Checked employees' benefits enrollment for accuracy and inputted all data into computer database.
Education
High School Diploma -
Gallup High School
Gallup, NM05.2012
Skills
- Efficient and Detail-Oriented
- Data Entry and Maintenance
- Customer Data Confidentiality
- Call Documentation
- Multitasking Skills
- Courteous with Strong Service Mindset
Timeline
Customer Advocate
Blue Cross Blue Shield Of New Mexico
08.2021 - 08.2022
Customer Support Representative
Carenet
06.2021 - 07.2021
Customer Service Assistant
Express Employment
03.2020 - 07.2020
Patient Service Representative
ATI
09.2018 - 01.2019
Benefits Specialist
Navajo Nation Employee Benefits Program
08.2013 - 03.2016
High School Diploma -
Gallup High School
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