Summary
Overview
Work History
Education
Skills
Work Availability
Quote
Timeline
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Wendy LaChapelle

Wendy LaChapelle

Rio Rancho,NM

Summary

Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

26
26
years of professional experience

Work History

Customer Care Representative II

CVS Caremark WFH
11.2020 - 03.2023
  • Responsible for handling Med D calls
  • Assisted with open enrollment, membership, insurance benefits and billing issues for callers seeking answers to questions related to their healthcare benefits and coverage
  • Processed new prescriptions and refills through mail order
  • Provided members with referral information for tier exceptions and coverage determinations for non formulary medications
  • Inputting notation details for every call.

Customer Advocate Representative

Blue Cross Blue Shield of New
, NM
09.2018 - 12.2019
  • Call center experience taking inbound and outbound calls from members/clients, understanding and responding appropriately to basic customer and employee inquiries
  • Able to multitask by answering customer’s calls and taking appropriate measures to solve problems by using multiple and appropriate systems.

Claims Adjuster

United HealthCare Call Center
Albuquerque, NM
05.2017 - 05.2018
  • Provide expertise or general claims support by reviewing, researching, investigating, negotiating, processing and adjusting claims
  • Analyze and identify trends and provide reports as necessary
  • Also thoroughly review, analyze and research complex health care claims in order to identify discrepancies, verify pricing, confirm prior authorizations and process them for payment.

Customer Services Representative

Alliance Data Card Services
Rio Rancho, NM
06.2016 - 02.2017
  • Provided accurate and appropriate information in response to customer inquiries
  • Made reasonable procedure exceptions to accommodate unusual customer requests
  • Addressed customer service inquiries in a timely and accurate fashion
  • Demonstrated mastery of customer service call script within specified timeframes
  • Effectively managed a high volume of inbound and outbound customer calls.

Sr. Customer Service Rep/Pro/CRT

Verizon Wireless Call Center
Irvine, CA
02.1997 - 05.2014
  • Handle escalation situations that require out of the box thinking for the best resolution for the customer, and business
  • Provide Peer Facilitation for Team’s (Huddles, Trainings, and Peer to Peer Coaching)
  • Provided Floor Support for transition classes, and when Leadership meetings are in progress
  • Assisted with the development of the call center's operations, quality and training processes
  • Built customer loyalty, by placing follow-up calls, for customers who reported product issues
  • Effectively managed a high-volume of inbound and outbound customer calls
  • Addressed and resolved customer product complaints empathetically, and professionally.

Education

High School Diploma -

Paramount High School
Paramount, CA
06.1987

Skills

  • Avaya Software
  • Call Center Metrics
  • Adheres to customer service procedures
  • Time Management
  • ACSS
  • Technical Support
  • Microsoft Office Applications
  • Call Center Metrics Decoding Aptitude
  • Quick learner, very organized and have good time management skills
  • Inbound Customer Service
  • Membership Inquiries and Renewals
  • Call Volume and Quality Metrics

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

Remember, remember, this is now, and now, and now. Live if, feel it, cling to it. I want to become acutely aware of all I’ve taken for granted.
Sylvia Plath

Timeline

Customer Care Representative II

CVS Caremark WFH
11.2020 - 03.2023

Customer Advocate Representative

Blue Cross Blue Shield of New
09.2018 - 12.2019

Claims Adjuster

United HealthCare Call Center
05.2017 - 05.2018

Customer Services Representative

Alliance Data Card Services
06.2016 - 02.2017

Sr. Customer Service Rep/Pro/CRT

Verizon Wireless Call Center
02.1997 - 05.2014

High School Diploma -

Paramount High School

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Wendy LaChapelle