YOLANDA WATSON
Aiken,SC
Summary
Dynamic customer service professional with extensive experience at Florida Blue, excelling in technical assistance and customer care strategies. Recognized for achieving Platinum status as a World Class Customer Service Agent, demonstrating exceptional problem-solving skills and proficiency in software diagnostics. Proven ability to enhance member satisfaction through effective communication and support.
Overview
27
27
years of professional experience
Work History
Service Advocate II-BCBS Insurance
Florida Blue/ Guidewell
Jacksonville, FL
08.2019 - Current
- Worked remotely to provide assistance to Florida State members by responding to benefit and claim related inquiries via telephone
- Remotely used Florida Blue call strategy to provide outstanding customer service and call resolution to our members
- Worked remotely to educate and answer member questions on the access and use of member self-service tools on member website
- Remotely performed research, requested additional info from providers, members and/or supporting plans, if needed to process claims within contract guidelines
- Remotely researched and resolved service-related inquiries for members and providers, meeting established expectations
- Achieved Platinum status and rewarded with a certificate and bonus for achieving the title of WORLD CLASS CUSTOMER SERVICE AGENT for the first quarter after completing training by achieving perfect scores in all company stat categories
Seasonal-Medicare Insurance Sales Call Center Agent
Qualfon/Independence Blue Cross
Orangeburg, SC
10.2018 - 01.2019
- Clearly communicated with current and future Medicare policy holders during the annual open enrollment period
- Provided knowledgeable responses to inquiries via phone in a courteous and professional manner
- Maintained up to date knowledge of regulations, processing procedures and policies.
- Used Medicare database to look up and provide information for inquiries
- Adhered to the Privacy Act and Health Portability and Accountability Act requirements as related to confidentiality of information released
Customer Serv Rep
Randstad/BofA
Jacksonville, FL
11.2016 - 04.2017
- Used double monitors to perform first level support, answering inbound calls regarding home loan questions or issues for Bank of America
- Sent out copies of monthly statements.
- Took home loan payments using our electronic payment system
- Answered questions on property insurance coverage
- Performed an escrow analysis when needed for taxes and insurance
- Used systems that deviated from standard screens, scripts, and procedures
- Used the AS400 computerized system for tracking, information gathering, and/or troubleshooting.
- Learned advanced knowledge of the organization, products and/or services
- Possessed good communication and problem-solving skills
- Researched issues or transferred to a research function in a higher level when necessary
- Did cross selling or up selling of other financial products.
Fraud Analyst II
Adecco Bank of America
Fort Worth, TX
08.2015 - 01.2016
- Reviewed customer accounts for possible fraud.
- Responsible for more involved research and analysis of account activity to assess levels of risk.
- Completed inbound and outbound calls and take necessary action based on transaction characteristics of greater complexity.
- Assessed the level of risk and made decisions which directly impacted the customer experience and risk to the company.
- Reviewed and analyzed accounts and customer situations that may require specialized resolution.
- Followed established procedures and guidelines and research using multiple systems and tools.
- Initiated the claims process for those effected by fraudulent charges on their debit cards.
- Submitted Commit forms for all customer complaints.
Customer Service Representative
BCBSSC
Dallas, TX
10.2014 - 08.2015
- Communicated with healthcare professionals in a clear and confident manner regarding EHR benefits for Medicare/Medicare for Blue Cross Blue Shield of South Carolina.
- Demonstrated empathy for others.
- Provided outstanding customer service at all times.
- Provided light troubleshooting for the physician registration website.
- Accurately and in a timely manner - created tickets and entered required information regarding user problems into the Helpdesk ticketing system.
- Attempted resolution on all tickets and records progress notes in tickets, prior to escalating to other IT Teams.
- Appropriately escalated technical issues to other Information Technology teams in a timely manner.
- Assist doctors and hospital representatives with processing their incentive payments for their Electronic Health Records technology.
- Performed data entry to ensure remedy tickets were properly documented for call tracking.
- Light troubleshooting for the HITECH payment system.
Cust Response Specialist
SirusXM
Irving, TX
08.2011 - 05.2014
- Performed account maintenance as customer service response agent.
- Ensured all customer contacts were recorded accurately.
- Assisted customers with problem-solving and troubleshooting vehicle services.
- Worked with a diverse customer base.
- Demonstrated ability to provide relevant information to customers regarding vehicle services.
- Processed credit card payments for customer telematics service.
Tech Support Specialist
Sprint
Fort Worth, TX
10.2008 - 06.2011
- Performed problem-solving tasks by troubleshooting cell phone issues reported by customers.
- Able to navigate between multiple computer screens to ensure customers receive accurate information regarding their cell phone issues.
- Took payments for cell phone services and products.
- Did data entry to ensure customer interactions were recorded accurately.
Customer Service Specialist
Telvista
Odessa, TX
01.2008 - 05.2008
- Answered phone lines to provide details to customers about cell phone services.
- Assisted customers with billing issues and took payments.
- Performed basic technical support for cell phone issues.
- Performed timely and accurate data entry to ensure accuracy in noting customer accounts.
- Received above average monthly scores for calls that were checked to ensure good phone etiquette and customer satisfaction.
Sales & Service Rep II
Convergy's
Killeen, TX
01.2007 - 11.2007
- Provided quality customer service assistance with credit card accounts by phone.
- Performed data entry and ensured accuracy of customer information.
- Maintained customer satisfaction by offering dedicated and personal client care, which resulted in retaining credit card accounts.
Collections Specialist
GC Services
Copperas Cove, TX
01.2006 - 01.2007
- Collected payments on delinquent automobile accounts.
- Set up payment arrangements to assist customers with bringing accounts current.
- Performed data entry to ensure customer account accuracy.
Office Assistant/Wire Installer
US Army
Fort Hood, TX
01.1999 - 03.2005
- Scheduled appointments and maintained company calendar.
- Performed routine clerical duties such as making copies, sending faxes and checking written documents for inaccuracies.
- Typed up a variety of reports and performed data entry to keep daily personnel status up-to-date.
- Experience with monitoring LAN/WAN network.
- Assisted with maintaining internet/intranet operations.
- Installed and maintained field wire/cable communication systems.
Education
Associate's - Information Technology
Centura College
Virginia Beach, VA01.2010
Skills
- Technical assistance and help desk services
- Software diagnostics and resolution
- Customer care strategies
- LAN administration
- Veteran experience
- Microsoft Office skills
Personal Information
Work Permit: Authorized to work in the US for any employer
Military Service
United States Army, SERGEANT
Timeline
Service Advocate II-BCBS Insurance
Florida Blue/ Guidewell
08.2019 - Current
Seasonal-Medicare Insurance Sales Call Center Agent
Qualfon/Independence Blue Cross
10.2018 - 01.2019
Customer Serv Rep
Randstad/BofA
11.2016 - 04.2017
Fraud Analyst II
Adecco Bank of America
08.2015 - 01.2016
Customer Service Representative
BCBSSC
10.2014 - 08.2015
Cust Response Specialist
SirusXM
08.2011 - 05.2014
Tech Support Specialist
Sprint
10.2008 - 06.2011
Customer Service Specialist
Telvista
01.2008 - 05.2008
Sales & Service Rep II
Convergy's
01.2007 - 11.2007
Collections Specialist
GC Services
01.2006 - 01.2007
Office Assistant/Wire Installer
US Army
01.1999 - 03.2005
Associate's - Information Technology
Centura College