Susan Isbell
Summary
Experienced with leading customer service teams to achieve high performance and customer satisfaction. Utilizes conflict resolution and problem-solving skills to address customer issues effectively. Track record of mentoring and developing team members to excel in their roles, ensuring collaborative and efficient work environment.
Overview
30
30
years of professional experience
Work History
Customer Service Team Leader
Blue Cross and Blue Shield of Alabama
01.2012 - Current
- Handle supervisory issues, such as supervisor callbacks and escalated issues.
- Mentor customer service representatives on talk time, availability and quality measurements.
- Mentor peer Team Leaders on processes and skills required of the position.
- Responsible for creating and leading training for customer service representatives on new benefits and new processes and procedures.
- Responsible for reviewing misquotes and following the exception process to make payments for errors made.
- Responsible for maintaining the member's right database with accurate information to release PHI.
- Handle any escalated executive issues.
- Create and develop training classes and job aids as needed for CSD.
- Calibrate and mentor team leaders and managers on the Ulysses call approach.
Customer Service Specialist
Blue Cross and Blue Shield of Alabama
01.2004 - 01.2012
- I was a Specialist XII for 7 years achieving this level within the career pathway timeline of 18 months
- Have experience in taking supervisor calls as well as a leadership role when given the opportunity to act as Team Leader for my area when needed
- As well as taking Large Group customers calls, I also handle Provider, District Office and General Electric as secondary.
- Work directly with members, providers, other Blue Cross Plans, and other internal departments
- Experience in researching benefits, billing, eligibility, claim payment and processing status
- Chosen by manager to be a MYBLUE team contact representative to assist members and other customer service representatives on customer access issues
- Chosen by manager to be a MYBLUE advisor for the Large Group Kohler account as a first call resolution for benefits, claims, flexible spending, and customer advocate
- Interpret and communicate detailed benefit information to internal and external customers both verbally and in writing on a daily basis.
- Assisted with mentoring other customer service representatives on talk time, CAI, and QA per manager request
- Attended corporate focus groups per manager request
Customer Service Representative/ Administrator
Bellsouth Telecommunications
01.2001 - 01.2004
- Handled customer inquiries in a call center environment regarding statements and services
- Recommended and sold telecommunication products
- Maintained customer accounts
- Issued adjustments
- Handled portability
- Programmed services on customer accounts
- Tested and dispatched service repairmen to customer homes as needed
Unit Secretary
Brookwood Hospital
01.1998 - 01.2004
- Gathered and input patient information correctly and efficiently
- Maintained confidential files
- Input and collected test results on patients as needed
- Scheduled patient appointments
- Answered and routed calls for entire emergency department
IRA Analysts
Regions Financial Corporation
01.1995 - 01.1998
- Ensured customer's IRA accounts to meet federal guidelines
- Prepared tax forms, organized forms and documents
- Handled problems for intra- company customers
Education
Bachelor's Degree - Human Resource Management
Faulkner University
Birmingham, Al01.2023
General Studies
Jefferson State Community College
Birmingham, Al01.1990
Advanced Academic Studies
Ramsay High School
Birmingham, Al01.1988
Skills
- Excellent customer service skills
- Excellent problem solving skills
- Excellent listening and phone skills
- Multi - tasking
- Experience with reading and interpreting benefits in CIS and BIR
- Experience in collaborating with many areas in the company to resolve escalated issues
- Experience with meeting with groups to create collaborative environments
Timeline
Customer Service Team Leader
Blue Cross and Blue Shield of Alabama
01.2012 - Current
Customer Service Specialist
Blue Cross and Blue Shield of Alabama
01.2004 - 01.2012
Customer Service Representative/ Administrator
Bellsouth Telecommunications
01.2001 - 01.2004
Unit Secretary
Brookwood Hospital
01.1998 - 01.2004
IRA Analysts
Regions Financial Corporation
01.1995 - 01.1998
General Studies
Jefferson State Community College
Advanced Academic Studies
Ramsay High School
Bachelor's Degree - Human Resource Management
Faulkner University
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