Microsoft
Tiffani Bullock
Summary
- Adept at policy interpretation and renowned for exceptional customer service, I significantly enhanced client satisfaction and operational efficiency at Blue Cross Blue Shield of North Carolina. My proactive approach and ability to adapt swiftly to change, coupled with a solid foundation in insurance terminology and claims processing, underscore my commitment to excellence and teamwork.
- Hardworking customer service representative assessed charges for services requested or collected deposits and payments. Contacted customers regarding status updates or adjustments. Trained customers on new policies or procedures and responded to emails or messages in timely manner.
- Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
- Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
- Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
12
12
years of professional experience
Work History
State Operations Claims Customer Service Represent
Blue Cross Blue Shield of North Carolina
09.2023 - Current
- Processing facility and professional medical claims for insurance including INN/OON providers, authorizations, and, COB(Commerical/Medicare), and Medicaid information into the facets system.
- Reviewed and adjusted customer coverage levels to address, identify, and resolve customer conflicts.
- Communicated effectively with staff members of operations, finance and clinical departments.
- Verified client information by analyzing existing evidence on file.
- Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt.
- Processed and recorded new policies and claims.
- Checked documentation for accuracy and validity on updated systems.
- Prepared insurance claim forms or related documents and reviewed for completeness.
- Maintained confidentiality of patient finances, records, and health statuses.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
Membership Customer Service Representative
Blue Cross Blue Shield of North Carolina
03.2021 - 09.2023
- Coordinated enrollment and onboarding of new members with associated feeds and paperwork.
- Built strong donor relationships, acknowledged contributions and reached out for specific needs or yearly renewals.
- Engaged community at fairs and special membership drive events.
- Maintained strict safety standards facility-wide and with every group.
- Received emails for enrollments, correcting Rx information, terminations, group enrollments/renewals and all other related questions from contractors/customers that need help with numerous questions/concerns about their accounts who are seeking employees/members insurance/care within BCBSNC.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Identified and resolved discrepancies and errors in customer accounts.
- Sought ways to improve processes and services provided.
Customer Service Intake Specialist
Blue Cross Blue Shield of North Carolina
08.2019 - 03.2021
- Responded to customer requests for products, services, and company information.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Promptly responded to inquiries and requests from prospective customers.
- Met customer call guidelines for service levels, handle time and productivity.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Identified and resolved discrepancies and errors in customer accounts.
- Educated customers about billing, payment processing and support policies and procedures.
Call Center Representative
Conduent Call Center
12.2018 - 07.2019
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Created and maintained detailed database to develop promotional sales.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Identified and resolved discrepancies and errors in customer accounts.
- Met customer call guidelines for service levels, handle time and productivity.
- Managed timely and effective replacement of damaged or missing products.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Call Center Representative (Rx)
Adecco Conduent
07.2018 - 11.2018
- Educated customers about billing, payment processing and support policies and procedures.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Investigated and resolved customer inquiries and complaints quickly.
- Identified and resolved discrepancies and errors in customer accounts.
- Maintained up-to-date knowledge of product and service changes.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service/Cashier Helper
Speedway Gas Station
01.2018 - 06.2018
- Resolved customer complaints and maintained clean and tidy checkout area.
- Performed cash, card, and check transactions to complete customer purchases.
- Arranged and replenished service desk displays and merchandise racks to maintain appearance of store.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Set up new sales displays each week with fresh merchandise.
- Handled cash with high accuracy and took care to check bills for fraud.
- Learned duties for various positions and provided backup at key times.
- Worked with floor team and managers to meet wide range of customer needs.
- Followed instructions from construction project managers and supervisors.
Call Center Representative
Integral Resources, Inc
08.2017 - 12.2017
- Created and maintained detailed database to develop promotional sales.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Increased efficiency and team productivity by promoting operational best practices.
- Met customer call guidelines for service levels, handle time and productivity.
- Promptly responded to inquiries and requests from prospective customers.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Read outbound politician scripts from screens when calling a customer in our database to promote election information for that upcoming election.
Direct Support Associate
RHA Health Services LLC
03.2016 - 08.2017
- Helped with home management tasks, meal preparation, grocery shopping, and routine cleaning.
- Kept clients engaged in social networks and communities for personal health and growth.
- Arranged transportation and accompanied patients to doctors' offices and errands.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Built and maintained rapport with clients and family members to facilitate trusting caregiver relationship.
- Laundered items, changed sheets and made bed to keep patients' bedroom clean.
- Guided patients to restroom to support bladder and bowel relief requirements.
- Assisted with daily living activities, running errands, and household chores.
- Provided compassionate and patient-focused care to cultivate well-being.
- Monitored clients' overall health and well-being and noted significant changes.
Customer Service Lead
Central Regional Hospital Butner
11.2015 - 03.2016
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Facility work program located in the facilities grill for incarcerated individuals with mental abilities that are seeking work ethics for when they are approaching their release dates to reside back in the community setting.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
- Maintained well-stocked stations with supplies and spices for maximum productivity.
- Checked for quality, kept track of old and new items and rotated stock to confirm freshness of food and ingredients.
- Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity.
- Took food orders from cashiers and cooked items quickly to complete order items together and serve hot.
- Prepared multiple orders simultaneously during peak periods with high accuracy rate, maximizing customer satisfaction, and repeat business.
- Maintained clean and organized work areas at all times to bring safety and quality to food preparation process.
Machine Operator Assembler
IDEAL Fastener Corporation
02.2015 - 10.2015
- Maintained equipment performance by lubricating and cleaning components.
- Tended operating machinery to identify equipment malfunctions and locate sources of product defects.
- Updated daily production logs and informed management of production incidents or non-conformance issues.
- Operated machining equipment safely with team of operators.
- Monitored machines during operation to detect sounds of malfunction or excessive vibration and adjusted machines to eliminate problems.
- Complied with company and OSHA safety rules and regulations.
- Followed detailed instructions to operate machines with accuracy and produce quality products.
- Checked machines for proper output and functionality, fixing minor mechanical issues.
- Complied with safety standards to prevent machinery accidents and personnel injuries.
- Verified part numbers and placed parts in appropriate shipping containers.
Wait Staff Member
Carolina BBQ And Chicken
08.2014 - 02.2015
- Bussed and reset tables to keep dining room and work areas clean.
- Explained menu items and preparation methods to provide high level of customer service and promote dining atmosphere.
- Cultivated warm relationships with regular customers.
- Practiced safe, sanitary food handling for preparation and service to maximize pleasant dining experience.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Used slow periods to restock supplies, ice, trays, and delivery bags.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Assisted in food preparation as directed while following instructions to meet specific dietary needs.
- Answered customers' questions, recommended items, and recorded order information.
Assistant Store Manager
Dollar Tree Stores
12.2012 - 07.2014
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Created and maintained safe and secure work environments for employees.
- Assisted in recruiting, hiring and training of team members.
Education
High School Diploma -
Cornerstone Christian Correspondence School
Townsend, GA03-2012
Skills
- Policy interpretation
- Claims processing
- Insurance terminology
- Complaint handling
- Organizing and prioritizing work
- Team collaboration
- Adaptability
- Customer service
- Multitasking Abilities
- Reliability
- Teamwork
- Detail orientation
Cooking, Spending Time With Children/Family, Road Trips,
I love to cook for my family and have my children help me prepare. We spend a lot of time together watching movies, playing games, shopping, going out to eat as a family which we all love the quality time. Road trips are the best and a must we get to travel to see family members we miss.
Software
Spreadsheets
Microsoft Word
Google Chrome
Adobe
Timeline
State Operations Claims Customer Service Represent
Blue Cross Blue Shield of North Carolina
09.2023 - Current
Membership Customer Service Representative
Blue Cross Blue Shield of North Carolina
03.2021 - 09.2023
Customer Service Intake Specialist
Blue Cross Blue Shield of North Carolina
08.2019 - 03.2021
Call Center Representative
Conduent Call Center
12.2018 - 07.2019
Call Center Representative (Rx)
Adecco Conduent
07.2018 - 11.2018
Customer Service/Cashier Helper
Speedway Gas Station
01.2018 - 06.2018
Call Center Representative
Integral Resources, Inc
08.2017 - 12.2017
Direct Support Associate
RHA Health Services LLC
03.2016 - 08.2017
Customer Service Lead
Central Regional Hospital Butner
11.2015 - 03.2016
Machine Operator Assembler
IDEAL Fastener Corporation
02.2015 - 10.2015
Wait Staff Member
Carolina BBQ And Chicken
08.2014 - 02.2015
Assistant Store Manager
Dollar Tree Stores
12.2012 - 07.2014
High School Diploma -
Cornerstone Christian Correspondence School
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