Shannon Kuhn
Blue Cross Blue Shield of Texas
Jefferson,TX
7
years of professional experience
Results-driven Customer Advocate Specialist skilled in complaint resolution and data analysis. Proven ability to mentor team members and drive process improvements, enhancing service delivery and customer satisfaction in fast-paced environments.
Work History
Customer Advocate Specialist
6 Years 7 Months- Facilitated resolution of member inquiries, ensuring high levels of customer satisfaction.
- Analyzed data to identify trends in member feedback, driving process improvements.
- Collaborated with cross-functional teams to enhance service delivery and efficiency.
- Developed training materials for new staff, promoting consistent adherence to protocols.
- Mentored junior team members, fostering a collaborative and supportive work environment.
- Evaluated service performance metrics, recommending adjustments to improve overall quality standards.
- Educated customers about billing, payment processing and support policies and procedures.
- (supervisor role)
Education
High School Diploma
Nursing Assistant
Skills
CRM software proficiency
Customer service
Complaint handling
Collaboration skills
Attention to detail
Time management
Excellent communication
Teamwork and collaboration
Team collaboration
Relationship building
Calm and professional under pressure
Active learning
Timeline
Customer Advocate Specialist
Blue Cross Blue Shield of Texas
03.2020 - CurrentRead More
Kilgore College
Nursing Assistant
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Chino High School
High School Diploma
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