Valerie Lee
Lutz,FL
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Good communication, organizational and problem solving abilities. Motivated to succeed in fast-paced and deadline-driven professional enviroment.
Overview
18
18
years of professional experience
Work History
Supervisor of Agent Support
Blue Lantern Techologies
01.2017 - Current
- Set-up licensed agents within applicable corporate systems.
- Perform background checks on all agents and agencies.
- Update request agent licensing through Sircon /Niper.
- Appoint agents agencies on behalf of the carrier.
- Responsible for providing agents knowledge of product.
- Communicate with agents using web-based tools and demonstrate proficiency in grammer and typing.
- Assist with maintaining, creating and tracking various reports with regards to MGA's, GA's and Sub agents.
- Assist agents with any contracting, appointments, or licensing questions.
- Proctor when needed.
- Train in various offices.
Customer Service Supervisor
Blue Lantern Technologies
10.2010 - 12.2016
- Coached employees through day-to-day work and complex problems.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Respond to customer inquiries providing detailed explanation of insurance policies and claims.
- Negotiated settlement of claims with designated authority.
Enrollment Team Lead
Universal Health Plans
11.2005 - 09.2010
- Coached team members in techniques necessary to complete job tasks.
- Responsible for all enrollments and re-credentialing with third party carriers and government health plans.
- Maintain spreadsheets to document any additional information needed to process application.
- Communicate carrier updates and changes in policies received.
- Work with agents to obtain additional information when needed.
- Use different systems to update Medicaid and Medicare files.
Education
Tampa College
Tampa, FLHigh School Diploma -
Leto High School
Tampa, FL06.1984
Skills
- Insurance Plan Verification
- Policy and Procedure Explanations
- Inbound/Outbound Calls
- CMS Guidelines
- Medicare and Medicaid Eligibility
- Reviewed questionable claims by conducting agent and claimant interviews to correct omissions and errors
- Work Organizing and Prioritizing
- Documentation Research
- Quality Assurance
- MS Office Suite, Excel Word
- Contract Adjustment
- Issue Resolution
Timeline
Supervisor of Agent Support
Blue Lantern Techologies
01.2017 - Current
Customer Service Supervisor
Blue Lantern Technologies
10.2010 - 12.2016
Enrollment Team Lead
Universal Health Plans
11.2005 - 09.2010
Tampa College
High School Diploma -
Leto High School
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