Quadetra Baccus
Florence,SC
Summary
Dedicated professional with 20 plus years experience in customer-centered call center roles. Accomplished Work at Home Customer Service Advocate, adept scheduling efficiency maintaining 100% quality assurance. Renowned for exceptional organizational and communication skills, significantly improving access and service delivery.
Overview
13
13
years of professional experience
1
1
Certification
Work History
DHEC CUSTOMER SERVICE PHONE ADVOCATE II
Blue Cross And Blue Shield Of South Carolina
Florence , SC
2018.01 - Current
- Answer customer questions, concerns and make appointment requests via telephone and chat with 100% quality assurance
- Demonstrated strong ethical standards in all aspects of practice, upholding integrity and legal profession.
- Responds to county, community, client, and other requests regarding county resources
- Participate in activities to maintain individual and call center certification, including in-service training and continuing education opportunities
- Assist DHEC Team Leader and Team Coordinator with call escalation issues and administrative matters as needed and directed
- Stay current in awareness and working knowledge of sources identified through local and state DHEC offices and other sources regarding availability of community resources.
CUSTOMER SERVICE ADVOCATE II — BLUECROSS & BLUESHIELD
Blue Cross And Blue Shield Of South Carolina
Florence , SC
2011.11 - 2018.10
- Respond to telephone inquiries and routine correspondence regarding claims and appeals issues
- Identify incorrectly processed claims and make necessary adjustments
- Review and process all credentialing and re-credentialing applications for all providers Maintain current and obtain updated licenses and certifications related to credentialing
- Assist providers with their inquiries relating to their credentialing and re-credentialing applications
- Demonstrated strong communication skills while interacting with customers via phone
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained and managed customer files and databases.
Education
High School Diploma -
WILSON HIGH
FLORENCE, SC06.1994
Skills
- Self Motivation
- Collaboration and Teamwork
- Exceptional telephone etiquette
- Team building
- Continuous Improvement
- Multitasking
- Conflict Resolution
- Active Listening
Certification
Department of Defense Clearance
Accomplishments
Heavenly H.U.G.S Non-profit Organization
Timeline
DHEC CUSTOMER SERVICE PHONE ADVOCATE II
Blue Cross And Blue Shield Of South Carolina
2018.01 - Current
CUSTOMER SERVICE ADVOCATE II — BLUECROSS & BLUESHIELD
Blue Cross And Blue Shield Of South Carolina
2011.11 - 2018.10
High School Diploma -
WILSON HIGH
Department of Defense Clearance
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