Suzanne Johnson
Fayetteville,AR
Summary
Dynamic professional with a proven track record at Arkansas Blue Cross Blue Shield, excelling in client advocacy and quality assurance. Skilled in problem-solving and relationship building, I enhanced customer satisfaction by resolving service issues efficiently, contributing to a significant increase in client loyalty. Proficient in MS Office, I prioritize detail-oriented tasks effectively.
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Group Service Coordinator
Arkansas Blue Cross Blue Shield
08.2011 - Current
- Facilitated communication between clients and internal departments to resolve service-related issues promptly.
- Conducted quality assurance monitoring to ensure compliance with company standards and client expectations.
- Resolved customer complaints and issues to drive satisfaction and loyalty.
- Enhanced customer satisfaction by efficiently addressing and resolving service issues.
- Established strong relationships with clients through regular follow-ups, keeping them informed about progress updates regarding their services requested or concerns raised.
- Communicated with clients and service providers to provide updates on work progress.
- Collaborated with cross-functional teams to optimize service operations and improve client experiences.
Senior Claims Analyst
Walker Heart Institute
04.2011 - 08.2014
- Expedited claims resolutions for improved customer satisfaction through thorough investigations and timely communications.
- Improved customer satisfaction by efficiently handling insurance claims and providing timely resolutions.
- Managed a high volume of insurance claims, ensuring accurate documentation and prompt processing.
- Provided exceptional customer service to policyholders, addressing concerns and answering questions throughout the claims process.
- Served as a liaison between policyholders and various departments within the company, facilitating clear communication for seamless claim resolution.
- Participated in training seminars to stay current on industry trends and best practices for claims management.
- Expedited claim resolutions by adopting proactive approach to gathering necessary documentation and evidence.
Customer Care Representative
Black Hills Energy
08.2009 - 04.2011
- Resolved customer inquiries efficiently while maintaining a positive and professional demeanor.
- Processed customer orders with attention to detail and accuracy.
- Supported customers in understanding their billing inquiries and resolving discrepancies.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Documented customer interactions accurately for quality assurance and service improvement.
- Collaborated with cross-department teams to enhance customer service processes.
Marketing Coordinator
Stephens Insurance Agency
03.2008 - 03.2009
- Coordinated marketing campaigns to enhance brand visibility and drive customer engagement.
- Collaborated with sales team to align marketing strategies with sales objectives.
- Created engaging brochures and flyers to use for promotional materials and distribution.
- Managed workflow between staff, coordinating documents, and creative material distribution.
- Pioneered new social media challenge that went viral, significantly increasing brand awareness and customer interaction.
- Updated and maintained marketing database, ensuring accuracy and compliance with data protection regulations.
Customer Service Representative
Arkansas Blue Cross Blue Shield
05.2001 - 03.2008
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
- Handled sensitive customer information with discretion, adhering to strict data privacy regulations at all times.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by addressing and resolving insurance-related inquiries and concerns.
- Assessed customer needs and recommended suitable insurance policies.
- Consistently met or exceeded performance goals related to both sales targets and customer service metrics.
- Provided exceptional support during annual open enrollment periods, guiding customers through plan selection processes effectively.
- Reduced processing time for claims, aiding in quicker customer resolutions.
- Fostered strong relationships with policyholders to promote loyalty and retention.
Skills
- Accurate recordkeeping
- Client advocacy
- MS office expertise
- Ongoing client support
- Detail orientation
- Quality assurance
- Teamwork and collaboration
- Issue research
- Active listening
- Problem-solving
- Multitasking Abilities
- Task prioritization
- Relationship building
- Attention to detail
- Excellent communication
Accomplishments
- Identified, documented and resolved benefit configurations which led to claims processing correctly.
- Achieved 100% score cards by completing customer inquiries with accuracy and efficiency.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Certification
- Licensed in Health and Life Insurance through the State of Arkansas.
- AHIP designation of Healthcare Customer Service Associate.
Languages
English
Full Professional
Timeline
Group Service Coordinator
Arkansas Blue Cross Blue Shield
08.2011 - Current
Senior Claims Analyst
Walker Heart Institute
04.2011 - 08.2014
Customer Care Representative
Black Hills Energy
08.2009 - 04.2011
Marketing Coordinator
Stephens Insurance Agency
03.2008 - 03.2009
Customer Service Representative
Arkansas Blue Cross Blue Shield
05.2001 - 03.2008