Yolanda Carter
Roanoke,VA
Summary
Currently seeking a challenging and rewarding position as a Trainer. Expertise include computer literate, proficient in Microsoft Word, Excel, Streamline, CSA, FEP Direct, Utility, Verint & Edited/wrote for the Virginia State University Newspaper,
Overview
28
28
years of professional experience
Work History
Member Coach Satisfaction Analyst II
FEP Anthem BCBS of VA/ East
07.2009 - Current
- Instrumental in increasing customer satisfaction, helping CSRs maximize their potential creates a positive environment, regular feedback and ongoing training
- Focus on improving CSR effectiveness and on meeting customer service goals
- Function in a variety of consultative roles, including monitoring, mentoring, training and ongoing career development
- Plays a key role in creating a positive work environment, focuses on helping employees understand the mission and then set their own agenda for fulfilling long-term customer service objectives
- Evaluates call audits to ensure company Core Values are met
- Maintains very positive relationships with the team and operation leadership
- Focus on Performance Improvement, coordinates projects to improve FEP Workflows in MAGIC (Make A Great Impression on the Customer), while working with Process Experts, Operations Experts, Trainers, Managers, CSR III to ensure reps are proficient in answering our customers claims and benefits questions in a Positive and timely manner.
Customer Advocate III Multifunctional
FEP Anthem BCBS of VA/ East
03.2005 - 07.2009
- Essential duties include, proficiency in all aspects of Customer Service, Claims issue resolution, Soft Phone Skills, research and analysts, advocating on behalf of customer through whole case method
- Provide full service to members, providers, group administrators and brokers by processing health care claims, and providing excellent customer service
- Handle inquiries, deferrals, edit attachments, telephone follow-ups
- Apply knowledge of policies, procedures, product, legislation and claims work flow
- Interacts with system to ensure claims are paid or denied based on terms of contract
- Interpret claim to determine primary or secondary liability, and recognize when additional information is needed
- Make accurate decisions on phone calls, claims payment while considering benefit status, provider status, and impact on Anthem, provider, and member
- Recognized by numerous letters for exceptional customer service
- Recognized by FEP Club, peers, and managers for soft skills.
Merchandise Manager (Buyer)
Advance Auto Parts Corporate Offices
08.1998 - 11.2004
- Directly responsible and held accountable for the success and profitability of the Truck and Accessories Categories for the 2,500 Advance Auto Parts Stores
- Determine vendor selection, negotiated all costs, and vendor concessions, and negotiated all product costs for vendor purchases
- Managed sale, advertising, margins, inventory levels, order fills, budgeting, communication, planning and execution, NPD Market Share and growth margin return on investment
- Duties required proficient computer skills in Microsoft Word, Excel, Access, Power Point, and Outlook.
Assistant Manager
Casual Corner
03.1996 - 12.1997
- Responsible for bank deposits and accountability of daily cash, check, and credit sales
- Opened and closed store to include securing the store, merchandise, and monies
- Input new merchandise into computerized inventories
- Used IBM computer to record Price Change Report
- Provided on the job training for sales associates
- Performed inventories on merchandise
- Maintained excellent customer service and appearance of the facility.
Education
Virginia State University
Petersburg, Virginia01.1995
Charlottesville High School
Charlottesville, Virginia01.1990
Skills
- Effective Communication
- Group leadership
- Personable and friendly
- Building Relationships
References
available upon request
Timeline
Member Coach Satisfaction Analyst II
FEP Anthem BCBS of VA/ East
07.2009 - Current
Customer Advocate III Multifunctional
FEP Anthem BCBS of VA/ East
03.2005 - 07.2009
Merchandise Manager (Buyer)
Advance Auto Parts Corporate Offices
08.1998 - 11.2004
Assistant Manager
Casual Corner
03.1996 - 12.1997
Virginia State University
Charlottesville High School
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