Rita Jarosiewicz
Indianapolis,IN
Summary
Hardworking, passionate and forward thinking Customer Service professional with expertise in problem-solving, conflict resolution and communication, seeks a Supervisory role to continue working and training Customer Service Representatives to achieve company goals.
Overview
6
6
years of professional experience
Work History
Operations Expert
Anthem BCBS
01.2023 - Current
- Responsible for providing technical direction, guidance and resources to claims, customer service, or membership associates on a day-to-day basis
- Primary duties: Served as a first line resource for operation associates for workflow and technical related processes
- Provided operational training by working 1:1 with Customer Service reps to provide guidance with navigation and procedures to ensure members were serviced in accordance with company standards
- Assisted associates by answering day-to-day technical questions with a show not tell approach
- Encouraged a teamwork environment
- Monitored inventory to ensure workflow remained uninterrupted
- Handled complex case research and resolution
- Reviewed, interpreted and maintained records of service level, quality, accuracy, and productivity, reviewed department policy and procedure manuals for accuracy
- Worked with training department to ensure procedures and policies were accurate and complete.
Customer Service Representative
Anthem BCBS
01.2018 - 01.2023
- Consistently provided support in OE chat answering questions, troubleshooting complex issues and taking Supervisor Requested calls
- Served as a Connector working with New Hires in On-the-Job training classes focusing on preparing New Hires to handle incoming calls and be able to navigate systems to provide the best customer service experience from the onset
- Assigned to Mentor new Hires by conducting side-by-sides improving call times and demonstrating how to troubleshoot certain calls such as claims, appeals, authorizations, etc
- Assists Manager with Medallia Surveys, listening to calls and recommending coaching where necessary
- Reviewed at Exceeds Expectations for 2021 and 2022.
CSR I and II
01.2018 - 01.2020
- Analyzed problems and provided information/solutions
- Developed and maintained positive customer relations and coordinated with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner
- Researched and analyzed data to address operational challenges and customer service issues
- Provided external and internal customers with requested information
- Proficient in all customer service functions
- Received and placed follow-up telephone calls / e-mails to answer customer inquiries
- Sought to understand and respond to the needs and expectations of internal and external customers.
Education
Bachelor of Arts - English
DePaul University
Chicago, IL06.1994
Skills
Excellent problem solving skill
Strong Verbal and Written Skills
Strong Interpersonal Skills
Experienced on Excel, Compass, Facets, Sharepoint
Personal Information
Work Permit: Authorized to work in the US for any employer.
References
References available upon request.
Timeline
Operations Expert
Anthem BCBS
01.2023 - Current
Customer Service Representative
Anthem BCBS
01.2018 - 01.2023
CSR I and II
01.2018 - 01.2020
Bachelor of Arts - English
DePaul University
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