Raven Weeks
Greensboro,NC
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Known for successfully handling escalated customer support issues. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
BCBS NC
01.2024 - Current
- Successfully utilizes added knowledge of product types, functional and/or technical skills to provide solution focused service to our customers on more complex insurance questions and issues.
- Successfully able to understand and communicate complex concepts to members, providers and colleagues in verbal and written form.
- Display leadership through all actions both internally and externally.
- Support and be committed to the mission, vision and values of the company by delivering seamless, energetic and innovative service solutions to increase stakeholder satisfaction and retain customers.
- Utilize probing and creative problem solving as well as critical thinking and the ability to analyze more complex and ambiguous information to resolve customer inquiries on first contact.
- Document corrective measures and detailed customer information reelevate to each customer contact and provide instructions as needed to internal business areas to ensure prompt resolution and response to customer inquiries.
- Ensures final disposition of each inquiry in a timely manner.
- Identify and obtain information and records from customers, members, providers and/or employer groups to correct/update information, claims and membership records when necessary.
- Recognize patterns of inconsistent and/or inaccurate claims filing practices among customers and providers, educate customers and providers on acceptable BCBSNC practices and policies.
- Perform phone/email outreach to BCBSNC
- vendors and business partners to resolve service issues.
- Identify, understand and anticipate customers' unexpressed needs and concerns in a caring manner.
Customer Service Associate
Aetna
11.2020 - 01.2024
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance
- Relayed customer feedback to cross-functional teams to improve products and services.
- Improved customer service wait times to mitigate complaints.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
- Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
Customer Service Representative
Advance Personnel Temp Agency(Temp)
09.2019 - 09.2020
- Answered a high-volume of inbound and outbound customer calls
- Thoroughly documented, researched and resolved customer service questions/issues
- Resolved customer service issues using company processes and policies and provided updates to customers
- Warmly greeted all customers and utilized active listening skills to determine what they required assistance with
- Upsold and cross-sold customers on available products and services, consistently exceeding sales targets with proactive strategies
- Personalized approaches and package offerings based on customer stated desires to more effectively target sales pitches.
Lead Customer Service Agent
Convergys
05.2013 - 08.2019
- Handled cash and credit card payments and returned receipts, change and payment cards to customers.
- Trained new team members on proper service methods and evaluated service delivery using quality assurance program.
- Implemented company processes to effectively resolve customer service issues.
- Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
- Handled complaints and issues during busy time periods.
Education
High School Diploma -
Eastern Guilford High School
Gibsonville, NCCertificate Of Medical Assistant -
Virginia College
Greensboro, NCSkills
- Inbound and Outbound Calling
- Customer Support
- MS Office Proficiency
- POS Systems and Ordering Platforms
- Issue and Complaint Resolution
- Customer Service
- Medical Billing
- Recording Histories
- Appointment Confirmation
- Efficient and Detail-Oriented
- Data Entry and Maintenance
- Call Documentation
- Verbal and Written Communication
Timeline
Customer Service Representative
BCBS NC
01.2024 - Current
Customer Service Associate
Aetna
11.2020 - 01.2024
Customer Service Representative
Advance Personnel Temp Agency(Temp)
09.2019 - 09.2020
Lead Customer Service Agent
Convergys
05.2013 - 08.2019
High School Diploma -
Eastern Guilford High School
Certificate Of Medical Assistant -
Virginia College
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