Schatz McNeil
Florence,SC
Summary
Knowledgeable and dedicated individual with extensive experience in the Customer Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Adept in implementing problem-solving techniques for customer complaints and handling high volume. Successful at maintaining high customer satisfaction ratings through friendly demeanor and assistance with additional customer questions.
Overview
6
6
years of professional experience
Work History
Eligibility Analyst
North Highland
Columbia , SC
2023.08 - 2024.08
- This position collects and evaluates documentation from applicants to determine individual and family eligibility for the program
- Eligibility Specialists complete all assigned eligibility determinations, reviews, and changes in an accurate and timely manner
- Uses various information sources, electronic tools, and systems provided by the Department to collect, assemble, evaluate, and act upon information provided by applicant/beneficiaries and third parties to make timely eligibility determinations, reviews, and changes of circumstance
- Follows policies and procedures for the collection and analysis of applications and documentation and collects additional information for beneficiaries as necessary with the least burden to the applicant/beneficiary as possible
- Performs follow-up activities in an efficient and effective manner, using the communication method most appropriate for obtaining outstanding information
- Documents all notes and steps clearly and completely for review and hand-off to other specialists
- Demonstrates proficiency in utilizing all processes, policies, procedures, and system updates to ensure that all eligibility determinations, reviews, and changes are completed accurately with satisfactory documentation
- Makes accurate determinations of eligibility based on the rules and standards detailed by the Department and defined in written performance standards
Customer Service Advocate II
Blue Cross Blue Shield
Florence , SC
2022.06 - 2023.08
- Responsible for accurate and timely response to complex telephone, written, web, or walk-in inquiries
- Handles situations which may require adaptation of response or extensive research
- Initiate corrective actions, process adjustments, or perform other research to resolve inquiries
- Evaluate inquiries to identify underlying causes and implement actions to prevent future issues
- Coordinate with other departments to resolve problems
- Provide feedback to management regarding customer issues
- Maintain accurate records concerning issues
- Follow through on complaints until resolved or report to management as needed
- Maintain knowledge of procedures and policies
- Assist with process improvements by recommending improvements in procedures and policies.
Sales and Service Representative
First Citizens Bank
Florence
2018.05 - 2022.06
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services
- Understood and applied selling techniques to open, develop and close sales and created product interest by actively cross-selling products and services to pursue customers
- Documented transactions and moved, deposited, or withdrew money accurately to prevent errors
- Upheld stringent bank standards for loans, money handling and legal considerations.
Education
High School Diploma -
Wilson High School
Florence, SC05.2013
Associate of Science - Licensed Practical Nurse
Florence-Darlington Technical College
Florence, SCSkills
- Customer Data Confidentiality
- Strong oral and written communication skills
- Detail-Oriented
- Complex Product Knowledge
- Operational Efficiency
- Critical Thinking
- Building Customer Loyalty
- Clerical Support
- High-Volume Environments
- Service Recommendations
Timeline
Eligibility Analyst
North Highland
2023.08 - 2024.08
Customer Service Advocate II
Blue Cross Blue Shield
2022.06 - 2023.08
Sales and Service Representative
First Citizens Bank
2018.05 - 2022.06
High School Diploma -
Wilson High School
Associate of Science - Licensed Practical Nurse
Florence-Darlington Technical College
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