Telisa Bester
Summary
Dedicated Service Advocate with over 10 years of experience looking to move into IT. Innovative and customer-focused professional with experience in service advocacy. Outstanding problem-solving, conflict resolution and leadership traits. Confident in building excellent rapport with customers and ensuring complete satisfaction with services and products. Adept at resolving internal and external issues productively.
Overview
5
5
years of professional experience
Work History
CEMB SERVICE ADVOCATE IV
Florida Blue
05.2022 - Current
- Premium Income Reconciliation: Invoiced and reconciled premium income to enrollment in a timely manner, resolving escalated work and issues
- Root Cause Analysis and Process Improvement: Conducted detailed analyses to identify root causes of problems and opportunities for improvement, driving process enhancements
- Claims Processing and Resolution: Processed adjustments, reworks, corrected claims, and transplant claims, ensuring accurate and timely resolution
- Customer Service and Issue Resolution: Provided exceptional customer service to internal and external customers, answering complex benefit questions, researching and resolving issues, and ensuring understanding of company products and processes.
SSA
Xfinity
10.2019 - 05.2022
- Supported Store Leadership: Assisted Store Manager and Assistant Manager with daily operations, ensuring seamless store performance and excellent customer experience
- Drove Mobile Sales and Visual Merchandising: Successfully sold mobile devices and implemented planograms to optimize product displays, enhancing in-store experience and driving sales growth
- Managed Reverse Logistics: Coordinated the return of upgraded and defective devices to UPS/FedEx, ensuring efficient and cost-effective inventory management
- Mobile Escalation Specialist: Resolved complex billing concerns, processed new orders, and upsold/cross-sold products to enhance customer satisfaction and drive revenue growth.
Education
High School Diploma -
Northridge High School
Tuscaloosa, ALLawson State Community College
Birmingham, ALSkills
- Decision-making skills
- Complaint Handling
- Complex Problem-Solving
- Attention to detail
- Adaptability
- Time management skills
- Analytical Thinking
- Organized and detail-oriented
- Teamwork and Collaboration
References
Available upon request.
Timeline
CEMB SERVICE ADVOCATE IV
Florida Blue
05.2022 - Current
SSA
Xfinity
10.2019 - 05.2022
High School Diploma -
Northridge High School
Lawson State Community College
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