Rena Carter
Quincy,IL
Summary
Experienced customer service professional with a self-directed approach. Focused on proactive communication, effective problem-solving, and personable follow-through. Utilizes company support resources, personal expertise, and critical thinking skills to independently manage concerns. Business-minded with exceptional research and analytical skills. Skilled in conflict resolution and troubleshooting. Dedicated to delivering exceptional customer satisfaction with over twenty years of service-focused experience.
Overview
6
6
years of professional experience
Work History
Customer Advocate Group Inquiry Services
HCSC - Blue Cross Blue Shield of Illinois
09.2019 - Current
- Duties included being responsible for member and COBRA enrollment, eligibility inquiry, BAE(Blue Access for Employers), and ID card fulfillment
- Ensured accurate and efficient execution, maintenance, and continuous enhancement of administrative processes pertaining to member enrollment, eligibility, and onboarding for Group members and plan sponsors.
- Gained expertise in research techniques, enabling accurate problem-solving for customers.
- Worked collectively with team members to uphold a strong standard of service quality throughout entire organization.
- Facilitated seamless coordination between clients and internal departments to ensure successful achievement of client objectives.
Customer Advocate Member Service
HCSC - Blue Cross Blue Shield of Illinois
03.2018 - 09.2019
- Consistently delivered exceptional performance, ensuring accurate and detail-oriented completion of various tasks.
- Exhibited excellent interpersonal skills while handling high-volume customers by addressing their concerns, responding to queries and sharing product knowledge.
- Maintained comprehensive records of all client interactions, allowing for efficient follow-up and enhanced overall service quality.
- Implemented proactive measures to anticipate and prevent customer issues, minimizing escalations and negative feedback.
Skills
- Attention to Detail
- Multitasking Abilities
- Policies and Procedures Adherence
- Reliability
- Organizational Skills
- Problem Resolution
- Task Prioritization
- Self Motivation
- Analytical Thinking
- Product and service knowledge
- Professionalism
- Time management abilities
- Document and Records Management
Timeline
Customer Advocate Group Inquiry Services
HCSC - Blue Cross Blue Shield of Illinois
09.2019 - Current
Customer Advocate Member Service
HCSC - Blue Cross Blue Shield of Illinois
03.2018 - 09.2019
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