Sue Masek
Irvington
Summary
Dynamic Customer Advocate with proven success at Blue Cross Blue Shield Illinois, excelling in complaint handling and customer service excellence. Recognized for resolving complex issues and enhancing customer relationships through active listening and effective communication. Skilled in documentation coordination, ensuring efficient follow-up and improved service quality. Committed to continuous improvement and team collaboration.
Tireless, well-organized Customer Advocate determined to resolve customer concerns to complete satisfaction. Balances company requirements against customer needs. Highly professional and courteous in all interactions.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
20
20
years of professional experience
Work History
Customer Advocate
Blue Cross Blue Shield Illinois
10.2012 - 06.2025
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
- Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
- Listened to customers in actively to assess issues and provide accurate information.
- Developed and maintained strong customer relationships by promptly addressing and resolving customer concerns.
- Conducted thorough research to provide accurate information and resolve complex issues for customers.
- Maintained comprehensive records of all client interactions, allowing for efficient follow-up and enhanced overall service quality.
- Documented customer concerns and inquiry resolutions in internal computer system.
- Streamlined communication channels for improved responsiveness to customer inquiries.
- Provided timely support during high-traffic periods, ensuring all customers received prompt assistance and resolution of issues.
- Trained staff on operating procedures and company services.
- Trained new personnel regarding company operations, policies and services.
HR Assistant, Routing Guide Coordinator, Manager
Tag
04.2005 - 09.2012
- Efficiently managed personnel files, maintaining confidentiality while keeping records up-to-date and organized.
- Conducted new hire orientation to verify completion of appropriate paperwork, recording information on human resources database.
- Assisted in payroll processing to ensure timely delivery of paychecks to all employees.
- Monitored employee attendance and performance to verify punctuality and absences, addressing issues in accordance with company policies and procedures.
- Organized new employee orientation schedules for new hires.
- Created and completed personnel action forms for hires, terminations, title changes and terminations.
- Delivered friendly assistance with new hires throughout interviewing and hiring process.
- Organized company-wide events for team building purposes, boosting overall morale among employees.
- Played a key role in conflict resolution efforts, resulting in improved workplace harmony.
- Supported payroll processing, ensuring accurate and timely salary distribution.
- Updated and maintained employee attendance records.
- Developed and maintained HR policies and procedures.
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
- Improved resource allocation by developing detailed inventory management system, ensuring projects had necessary materials without overstocking.
- Reduced expenses for office supplies by negotiating contracts with suppliers, achieving cost savings without compromising on quality.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Worked closely with management to provide effective assistance for specific aspects of business operations.
- Assisted manager in all aspects of business operations.
- Ensured smooth day-to-day operations by managing email correspondence and promptly addressing inquiries./
- Trained and supervised employees on office policies and procedures.
Education
Business
Reavis High School
Burbank, IL06-1981
Skills
- Upselling strategies
- Customer services
- Data entry skills
- Data entry
- Complaint handling
- Inventory control
- Issue research
- Documentation coordination
- Document review skills
- Billing inquiry resolution
- Billing and payments
- Policies and procedures adherence
- Teamwork and collaboration
- Customer service
- Problem-solving
- Attention to detail
- Problem-solving abilities
- Multitasking Abilities
- Calm and professional under pressure
- Reliability
- Excellent communication
- Computer skills
- Customer service excellence
- Organizational skills
- Shipping and receiving
- Active listening
- Decision-making
- Call center experience
- Self motivation
- Shipping procedures
- Administrative and office support
- Continuous improvement
Work Preference
Work Type
Full TimeLocation Preference
RemoteSalary Range
$45000/yr - $100000/yrImportant To Me
Healthcare benefitsWork from home optionPaid time offPaid sick leave401k matchCareer advancementTimeline
Customer Advocate
Blue Cross Blue Shield Illinois
10.2012 - 06.2025
HR Assistant, Routing Guide Coordinator, Manager
Tag
04.2005 - 09.2012
Business
Reavis High School
Similar Profiles
Mia UtinskeMia Utinske
Coordinator at Blue Cross Blue Shield of IllinoisCoordinator at Blue Cross Blue Shield of Illinois
Debra StanleyDebra Stanley
Medical Office Assistant at Deaconess Illinois Specialty Clinic IncMedical Office Assistant at Deaconess Illinois Specialty Clinic Inc
Abigail Ferguson, LCSWAbigail Ferguson, LCSW
Behavioral Health Care Coordinator in Utilization Management for Government Programs at Blue Cross and Blue Shield Illinois/HCSCBehavioral Health Care Coordinator in Utilization Management for Government Programs at Blue Cross and Blue Shield Illinois/HCSC
Haruna GadafiHaruna Gadafi
Truck Driver at JB Hunt TransportTruck Driver at JB Hunt Transport
JACQUELINE WELLSJACQUELINE WELLS
Office Manager at Sarah Ward NurseryOffice Manager at Sarah Ward Nursery