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Sophia Robertson Brooks
Houston,TX
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in afast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
5
5
years of professional experience
Work History
Customer Service Representative/Medicare Insurance Agent
Anthem Blue Cross/ Elevance
Houston, TX
04.2022 - 01.2024
- Answer incoming phone calls from patients and 3rd party vendors to identify the type of assistance the caller needs
- Focus on resolving issues on the first call, navigating through complex computer systems to identify the status of the issue, and provide appropriate response to caller
- Deliver information and answer questions regarding claims and billing concerns
- Assisted Brokers with new enrollment and billing issues
- Claims Processing
- High volume Call Center
- Ability to deal with upset customers and de-escalate the situation.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Senior Customer Service Advocate
Maximus-Reston
Reston, VA
04.2021 - 04.2022
- Respond to and resolve, on the first call, customer service inquiries and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence
- Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to select the best benefit plan options, maximize the value of their health plan benefits and choose a quality care provider
- Contact care providers (doctor’s offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance
- Assist customers in navigating company websites
- Assist customers through email, chat, and phone interactions.
Quality Assurance Associate
Dialog Direct LLC
Boston, MA
03.2019 - 05.2021
- Meets or exceeds quality and productivity standards
- Experience performing service recovery outreach to members
- Ability to support live interactions per business needs
- Excellent written and verbal communication skills
- Ability to provide training to entry-level coordinators, promoting understanding and adherence to operational standards
- Strong analysis and data collection skills
- Ability to thrive in a multidisciplinary, fast-paced environment.
- Developed and maintained Quality Assurance processes, procedures, and standards.
- Conducted audits of internal operations to ensure compliance with established policies and procedures.
Education
Associate in Medical Records - Medical Insurance Billing
University of Phoenix
Tempe, AZ01-2018
Bachelor Of Science in Health Administration -
University Of Phoenix
Skills
- Excellent customer service skills
- Proficient computer skills
- Active listening and critical thinking skills
- Ability to meet or exceed established call center productivity metrics
- Ability to hold a calm, respectful tone and professional demeanor under pressure
- Ability to navigate through multiple systems
- Ability to meet or exceed established call center productivity metrics
- Medicare
- Claims Processing
- A solutions-minded team player
References
Available Upon Request
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimePart TimeContract WorkLocation Preference
RemoteImportant To Me
Work-life balance401k matchWork from home optionSoftware
Epic
Timeline
Customer Service Representative/Medicare Insurance Agent
Anthem Blue Cross/ Elevance
04.2022 - 01.2024
Senior Customer Service Advocate
Maximus-Reston
04.2021 - 04.2022
Quality Assurance Associate
Dialog Direct LLC
03.2019 - 05.2021
Associate in Medical Records - Medical Insurance Billing
University of Phoenix
Bachelor Of Science in Health Administration -
University Of Phoenix