Knowledgeable customer representative offers demonstrated skills in customer service and case management. Expertly handles complaints, inquiries and health related questions. Well-versed in policies, procedures and standards. Masters Degree in Public Health and Health Sciences. Skilled in handling inbound and outbound calls, online requests and emails with good problem-solving, multitasking and research abilities.
Overview
8
8
years of professional experience
Work History
Customer Care Specialist
Anthem Blue Cross Blue Shield
Atlanta, GA, GA
06.2023 - Current
Assisted customers with inquiries about products and services via phone, email, and chat.
Resolved customer issues efficiently by identifying problems, researching solutions, and following up on outcomes.
Documented customer correspondence in CRM to track requests, problems and solutions.
Followed up on emailed or web-submitted customer inquiries within standard response times.
Referred unresolved customer grievances to designated departments for further investigation.
Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests.
Maintained high satisfaction score by consistently resolving first-call issues.
Customer Service Agent
BTS Logistics
Fayetteville, GA
03.2018 - 05.2023
Managed customer inquiries and concerns via phone, email, and chat, ensuring timely and satisfactory resolutions.
Provided accurate and up-to-date information regarding shipment tracking, delivery schedules, and logistics services.
Collaborated closely with the logistics team to coordinate shipments, resolve issues, and ensure on-time delivery.
Maintained detailed records of customer interactions and inquiries for quality assurance and future reference.
Assisted in the processing of shipping documentation and customs clearance procedures.
Worked with customers to address billing and invoicing questions, facilitating prompt payments.
Continuously updated knowledge of company services and industry trends to better assist customers.
Achieved high customer satisfaction scores and received recognition for outstanding service.
Health and Wellness Program Manager
Families First Community Health Care
Atlanta, GA, GA
12.2018 - 05.2019
Effectively collaborate with community partners and other health and educational personal on early learning initiatives
Participates in public health information events, collaborative projects, volunteer fairs etc
Facilitate and supports outreach efforts and assists in the enrollment of program participants in other health, education, or social service agencies.
Develop state, regional, and local interagency partnerships to support family engagement and early learning initiatives
Develop print and digital resources on family engagement strategies Supported needs of at-risk families with housing, food and other critical assistance.
Completed intake assessments on families to determine service needs.
Spoke to community groups to explain and interpret purposes, programs and policies.
Provided direct service and support by handling referrals for advocacy issues or resolving complaints.
Health and Nutrition Coordinator
Shine Early Learning
Newnan, GA
05.2016 - 11.2018
Collaborated with the Family Services Director, Education Manager, and the education team to ensure the delivery of coordinated and effective programs.
Prepared employee health related training material, facilitated weekly team cohort meetings, recruited, hired and onboarded new staff
Used a multidisciplinary team approach to facilitate child and youth development training to children, families, program partners and providers
Monitored program activities and participation to assess utilization and close service gaps.
Discussed eligibility requirements for different services to help families gather required information and documentation.
Supported the development of health and nutrition treatment plans including case management of referrals and communication with other professionals and implementation of a family education curriculum for children with special needs
Maintained qualitative and quantitative quality improvement and health monitoring systems in order to assure that program strategies are executed with reliability, fidelity and quality.
Discussed client advocacy and referral services, supporting families with health education and resources.
Education
Master of Science - Public Health
Walden University
Minneapolis, MN
05.2007
Bachelor of Science - Health Science
Columbus State University
Columbus, GA
05.2004
Skills
Issue and Complaint Resolution
Teamwork and Collaboration
Customer Service
Customer Retention Strategies
Excellent phone etiquette
Data entry and computer skills
Timeline
Customer Care Specialist
Anthem Blue Cross Blue Shield
06.2023 - Current
Health and Wellness Program Manager
Families First Community Health Care
12.2018 - 05.2019
Customer Service Agent
BTS Logistics
03.2018 - 05.2023
Health and Nutrition Coordinator
Shine Early Learning
05.2016 - 11.2018
Master of Science - Public Health
Walden University
Bachelor of Science - Health Science
Columbus State University
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