Richelle Bryant
Raleigh,NC
Summary
Customer Service Specialist highly effective at conflict resolution and persuasive communication. Knowledgeable about quality assurance and training. Reliable and driven, with strong time management and prioritization abilities. Hardworking and reliable with an excellent attention to detail.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Blue Cross & Blue Shield NC
Durham, NC
05.2022 - Current
- Processed pharmacy claims and overrides
- Answered incoming calls from patients, and providers to verify member eligibility
- Answer pharmacy calls to assist with processing pharmacy claims
- Submit escalations on pharmacy claims for various issues
- Ensured productivity, met and exceeded customer service needs
- Interpreted medical and pharmacy claims
- Exceeded quality metrics and call handling
- Made outbound calls to providers to have medical claims reprocessed that were denied
Reimbursement Case Manager
Mercalis
Durham, NC
09.2018 - 05.2022
- Ensured productivity meets or exceeds service and quality standards
- Responded to escalated calls from customer service representative regarding RX and medical claims, payments, RX and medical benefits, and eligibility issues
- Assisted operations with understanding agent opportunities and updating training programs to meet those needs
- Processed pharmacy claims and overrides
- Interpreted medical claims
- Answered incoming patient, provider and pharmacist calls
- Submitted escalations on pharmacy issues that couldn't be resolved due to system errors or benefits that are loaded incorrectly
- Designated Service Team Support for repeat callers
Customer Service Assistant Manager
Dollar General
Greenville, NC
03.2015 - 07.2018
- Completed purchases with cash, credit and debit payment methods
- Organized items in visually appealing manner
- Worked flexible schedule to accommodate changing customer levels
- Provided expert product and service information
- Greeted customers in timely fashion
- Opened and closed store
- Trained new employees as well as managed 12 to 15 employees
Teacher Assistant
Land of Learning
Winterville, NC
01.2013 - 03.2015
- Developed and implemented interesting and interactive learning mediums to increase student understanding of course materials
- Combined discipline plan with effective measures and various lesson plans to increase concentration, participation, and progress student accountability
- Designed lesson plans focused on age and level appropriate material
- Cleaned learning environment and implemented safety
Customer Service Sales Associate
McDonalds
Greenville, NC
10.2010 - 01.2013
- Completed purchases with cash, credit and debit payment methods
- Organized items in visually appealing manner
- Worked flexible schedule to accommodate changing customer levels
- Provided expert product and service information
- Greeted customers in timely fashion
Education
medical assistant certification - Human Resources Development
Wake Technical Community College
Raleigh, NC05-2023
Basic College Courses - CRC - Gold, Early Childhood Certification, Billing and Coding Certification
Pitt Community College
Winterville, NC05.2014
High School Diploma -
Ayden Grifton High School
Ayden, NC06.2012
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Relationship building
- Call center experience
- Customer relations
- Computer proficiency
- Conflict resolution
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Special Activities
Community Service, Greenville, NC, Vidant Medical Center
Timeline
Customer Service Representative
Blue Cross & Blue Shield NC
05.2022 - Current
Reimbursement Case Manager
Mercalis
09.2018 - 05.2022
Customer Service Assistant Manager
Dollar General
03.2015 - 07.2018
Teacher Assistant
Land of Learning
01.2013 - 03.2015
Customer Service Sales Associate
McDonalds
10.2010 - 01.2013
medical assistant certification - Human Resources Development
Wake Technical Community College
Basic College Courses - CRC - Gold, Early Childhood Certification, Billing and Coding Certification
Pitt Community College
High School Diploma -
Ayden Grifton High School