Tina Axtell
Cheyenne
Summary
Proven track record in enhancing customer satisfaction and resolving issues effectively. Strong focus on coaching staff and improving service delivery to drive member engagement and retention.
Overview
25
25
years of professional experience
Work History
Team Lead, Member Services
BCBS Wyoming
Cheyenne, WY
05.2015 - Current
- Coached staff on issue-resolution best practices and member engagement strategies to support day-to-day member experience.
- Investigated and resolved escalated customer concerns through coordinated follow-up to ensure timely resolution and positive outcomes.
- Partnered with cross-functional teams to improve member experience and support service delivery.
- Verified customer identification and documentation for compliant transactions.
- Investigated and resolved customer inquiries and complaints to maintain customer satisfaction.
- Delivered customer-focused support using comprehensive product and service knowledge to ensure welcoming, positive experiences for every customer.
- Monitored product and service changes to maintain current knowledge for customer support.
- Trained staff on operating procedures and company services.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Member Service Representative
BCBS Wyoming
Cheyenne, WY
03.2002 - 04.2015
- Educated members on insurance products, benefits, and claims processes to enhance understanding and satisfaction.
- Helped a large volume of customers every day with a positive attitude and a focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions..
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Conducted comprehensive literature reviews to support ongoing research projects.
- Analyzed data sets using statistical software to identify trends and insights.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Met customer call guidelines for service levels, handle time and productivity.
- Trained new personnel regarding company operations, policies and services.
- Led comprehensive audits to ensure compliance with regulatory standards and internal policies.
- Managed high-volume correspondence, ensuring timely and accurate delivery of communications.
- Edited letters and written material for correspondence.
- Prioritized high-priority tasks effectively leading to increased workplace efficiency.
- Expedited response times for customer inquiries through prompt and accurate sorting of incoming correspondence.
Education
Bachelor of Science - Biology
Metropolitan State University of Denver
Denver, CO03-1995
Skills
- Customer focus
- Customer service
- Coaching and mentoring
- Issue resolution
- Problem-solving
- Data analysis
- Issue resolution
- Attention to detail
Timeline
Team Lead, Member Services
BCBS Wyoming
05.2015 - Current
Member Service Representative
BCBS Wyoming
03.2002 - 04.2015
Bachelor of Science - Biology
Metropolitan State University of Denver