STACEY MOORE
Clayton,Del.
Summary
Customer Service Representative with 5+ years of experience in fast-paced environments, achieving a customer satisfaction rating exceeding 95%. Demonstrated expertise in problem-solving and communication, effectively managing high call volumes and resolving complex issues. Skilled in conflict resolution and adherence to HIPAA regulations, ensuring compliance and quality service delivery. Focused on enhancing client satisfaction and building strong relationships through proactive engagement.
Overview
12
12
years of professional experience
Work History
Customer Service Rep at Independence Blue Cross, Work-From-Home
Contemporary Staffing Solution
Philadelphia, Pa.
09.2024 - 07.2025
- Attained and kept current with the knowledge and skills required to provide information, service, and assistance in response to all inquiries.
- Available as assigned to accept calls in a professional and courteous manner.
- Determined the nature of the calls and took all possible action, including research, completing forms, or any follow-up, to expeditiously ensure the provision of accurate information, service, and assistance upon first contact.
- Acquire knowledge of all claims systems applications and member service systems.
- Prepared and forwarded appropriate requests to operating areas to accomplish action required because of the inquiry.
- Checks internal system inboxes to ensure completion and follow-up action.
- Obtains required information and made callback when necessary to complete action on inquiries.
- Met quality performance standards and works within established time frames.
- Acknowledged each piece of mail and responds to written inquiries either by telephone or letter as required in a professional manner.
- Advised Supervisor when any of the above accountabilities cannot be performed because of matters beyond the control of the Representatives, such as system, procedural, or administrative errors that indicate a trend.
- Ability to ask effective probing questions and deescalate challenging member inquiries and concerns.
- Supports the area in the ongoing use of TQM principles in a continuous quality improvement process.
- Performs other duties as assigned.
- Ability to work from home, which included high-speed wi-fi capability of at least 400 Mbps and a quiet, confidential workspace.
Direct Support Professional/Client Services Rep
Savita Health/ Ken-Crest Health Services
Kent County, Del.
09.2023 - 09.2024
- Knowledgeable and qualified with extensive experience helping children, youth, and adult reach their goals: supporting community development by exploring possibilities, mobilizing resources, and championing dreams.
- Provided community-based services for individuals with intellectual and developmental disabilities.
- Team player and created relationships that motivate/helping clients grow, learn, and live well.
- Develop real, meaningful relationships with the individuals served.
- Experience ownership and trust from leaders to do what’s right for participants.
- Take initiative to help participants be part of the community and enjoy their favorite activities.
- Support participants with developmental goals like budgeting, exercise, and nutrition.
- Assist clients with their personal hygiene and support individuals who have behavioral challenges and other complex needs.
Customer Service Representative
Prudential Insurance
Horsham, Pa.
01.2018 - 06.2020
- Record Keeping Services.
- Analytical and problem-solving skills to diagnose problems and recommend effective solutions.
- Multitasking and organizational skills to work on multiple issues at one time.
- Time-management skills/respond to customer emails, calls and chat messages promptly.
- Collaborate with representatives and coworkers in other departments.
- Ability to remain upright and stationary for long periods during a shift.
- Technical skills/ voice-over-IP phones/records management/word processing database, email and chat software programs.
Customer Service Representative
Nutri-System Inc.
Fort Washington, PA.
09.2016 - 12.2018
- Providing introductory information to prospective and new customers.
- Handling complaints and inquiries.
- Following up via phone/email to check customer satisfied with their purchases.
- Informing members of additional products or services that might benefit them.
- Escalating queries and concerns, when necessary.
- Troubleshooting common issues with products or services.
- Working with clients to help maintain healthy weight management/weight loss services.
City Carrier Assistant
United States Postal Service
Paoli, Pa.
07.2013 - 06.2015
- Sort/Prepare mail for delivery.
- Deliver mail to mailboxes, receptacles and other designated areas.
Education
Temple University - Strategic Communication
Temple University
Philadelphia, PA05.2021
Skills
- Customer support and engagement
- Conflict resolution
- Call center operations
- Complaint handling and escalation
- Multitasking and time management
- HIPAA compliance and confidentiality
- Communication skills and active listening
- Performance metrics achievement
- Medicare and Medicaid benefits eligibility
- Authorization management
- Claims processing
- CRM and call tracking systems
- Microsoft Office proficiency
- Multi-system navigation
- First call resolution
Accomplishments Certificates
- Licensed Notary
- Licensed Life Insurance Agent
- Health Insurance Certificate
- Inspector of Elections/Cheltenham Ward
- Temple Scholar Award
- Dean’s List
- Monetary Job Performance Award: Social Security Administration
Timeline
Customer Service Rep at Independence Blue Cross, Work-From-Home
Contemporary Staffing Solution
09.2024 - 07.2025
Direct Support Professional/Client Services Rep
Savita Health/ Ken-Crest Health Services
09.2023 - 09.2024
Customer Service Representative
Prudential Insurance
01.2018 - 06.2020
Customer Service Representative
Nutri-System Inc.
09.2016 - 12.2018
City Carrier Assistant
United States Postal Service
07.2013 - 06.2015
Temple University - Strategic Communication
Temple University