Vashty Brown
Raleigh,NC
Summary
Adept at elevating customer experiences, I leveraged technical troubleshooting and stress management skills at Blue Cross And Blue Shield Of North Carolina to significantly enhance satisfaction ratings. Specializing in custom order management and billing coordination, my proactive approach and ability to resolve conflicts have consistently driven positive outcomes.
Overview
14
14
years of professional experience
Work History
Customer Care Representative
Blue Cross And Blue Sheild Of North Carolina
Raleigh, NC
08.2024 - Current
- Participated in team meetings to discuss strategies for improving customer satisfaction levels.
- Built sustainable relationships of trust through open communication with customers.
- Researched resolutions, contacted necessary departments and responded to customer by phone, mail, or fax as follow-up.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Processed customer account changes with proprietary software.
- Provided accurate, valid, and complete information to customers.
- Maintained high satisfaction score by consistently resolving first-call issues.
Grill Cook
Cava
Raleigh, NC
02.2023 - 07.2024
- Manage inbound and outbound telephone calls
- Provide excellent customer service to colleagues and supervisors
- Exhibit patience, problem-solving, and emotional intelligence regarding all consumers, vendors, and regular patrons
- Follow OSHA law and Cava SOP, and policies
- Ensure that all produce, and meats are wrapped, labeled, and refrigerated /freezer storage
- Operate Cava Software to review and take digital orders from customers
- Prepared the food items, ensure all utensils, tables, stove, oven are all cleaned
- Cook all items within guidelines concerning the temperature
- Stock and store all items, and clean and sanitized areas in accordance to safety rules
Commercial Care Representative - Contracted (REMOTE)
Continuum /AETNA/Silver Script
Dallas, TX
12.2022 - 02.2023
- Handled inbound telephone calls and followed HIPAA regulations
- Microsoft office 365: Word, Excel, and Teams; draft letters, updated reports, chat and attended virtual meetings
- Process patients home deliver concerning their medication
- Insurance verification: confirm the coverage and eligibility regarding medication plan
- Monitor and track the route of the prescription for delivery or to the nearest pharmacy facility
- Order the patients medication and process the data
- Schedule the patients' appointments to visit their primary physician
- Billing: review and accept payments: credit/debit card, and veri-phone payments
Customer Service Representative - Contracted (REMOTE)
Teleperformance /United Healthcare Group
Salt Lake City, UT
08.2021 - 12.2022
- Handled inbound and outbound telephone calls
- Adhere to HIPAA regulations and United Healthcare Group policies
- Provided excellent customer service for the patients and clinical staff
- Citrix EMR software: verify demographics, insurance, review co-payments on different plans, schedule physician appointments, and accepted payments
- Insurance: review claims, premiums, coverage, and out-pocket expense, and tier data on the healthcare plan
- Assist patients with scheduling of the physician or healthcare provider appointments
- Customer inquiry in various prescription and the tier type
- Setup accounts for autopay, and make payment arrangements (payment plan)
- Billing: accepted credit/debit cards and ACH
Cook / Prep Cook
Zoe's Kitchen
Cary, NC
05.2016 - 08.2021
- Deliver orders to customer tables, follow health department guidelines, and train new employees
- Count inventory, restock supplies, rotate food, mark expiration dates, and clean work areas
- Prepare and cook menu items, take order tickets, ready ingredients, and ensure accuracy
Prep Cook
Outback Steakhouse
Cary, NC
10.2017 - 01.2019
- Ensured restaurant had products needed to open and assembled menu items from ingredients
- Read recipes, used recipe cards, and communicated with cooks to ensure smooth operations
- Verified that prepared food met requirements for quality and quantity
Crew Member / Cashier / Customer Service
Five Guys
Cary, NC
06.2015 - 09.2018
- Took and delivered customer food and drink orders and ensured facility had adequate supplies
- Called orders back to staff, prepared ingredients on line, counted inventory, and stocked supplies
- Rotated food, marked expiration dates, cleaned work areas, and followed food safety guidelines
Cook
Red Robin
Cary, NC
07.2015 - 02.2017
- Cleaned food preparation areas, cooking surfaces, and utensils, and cooked and packaged batches of food
- Maintained sanitation, health, and safety standards in work areas
- Verified that prepared food met requirements for quality and quantity
Cashier / Crew Member / Customer Service
Wendy's
Cary, NC
05.2011 - 08.2016
- Performed a variety of tasks including order preparation, counting register drawers, and assisting customers
- Took orders, operated cash register, accepted payments, and maintained a clean and organized workstation
- Worked in a team environment and communicated effectively with managers and co-workers
Education
Associate of Science Degree - Health Sciences - Medical Administrative Assistant
Ultimate Medical Academy
01.2021
HIPAA Essentials for Healthcare Professionals Certificate -
Ultimate Medical Academy
Associate of Science - Medical Assistant
Miller-Motte College
Raleigh, NCSkills
- Custom order management
- Billing coordination
- Email correspondence
- Call logging
- Stress management
- Technical troubleshooting
Volunteer Experience
- New Horizon Baptist Church, Apex, NC, Teacher Aide, 01/2014, 06/2017, Helped with childcare, assisted teacher with reading to children, and prepared meals in kitchen.
- Bright Beginnings, Apex, NC, Sunday School Teacher, 04/2013, 11/2015, Assisted main teacher with lessons taught to younger children and helped with activities.
Key Qualifications
- Medical Administrative Assistant
- Medical Terminology
- Medical Transcription
Timeline
Customer Care Representative
Blue Cross And Blue Sheild Of North Carolina
08.2024 - Current
Grill Cook
Cava
02.2023 - 07.2024
Commercial Care Representative - Contracted (REMOTE)
Continuum /AETNA/Silver Script
12.2022 - 02.2023
Customer Service Representative - Contracted (REMOTE)
Teleperformance /United Healthcare Group
08.2021 - 12.2022
Prep Cook
Outback Steakhouse
10.2017 - 01.2019
Cook / Prep Cook
Zoe's Kitchen
05.2016 - 08.2021
Cook
Red Robin
07.2015 - 02.2017
Crew Member / Cashier / Customer Service
Five Guys
06.2015 - 09.2018
Cashier / Crew Member / Customer Service
Wendy's
05.2011 - 08.2016
Associate of Science Degree - Health Sciences - Medical Administrative Assistant
Ultimate Medical Academy
HIPAA Essentials for Healthcare Professionals Certificate -
Ultimate Medical Academy
Associate of Science - Medical Assistant
Miller-Motte College
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