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, NC
Skills
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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