Zelena Hatcher
Carmichael,CA
Summary
With 19 years at Delta Dental of California, I've excelled in customer advocacy, mastering CRM software and conflict resolution. My proactive approach and attention to detail have significantly enhanced customer satisfaction and operational efficiency, showcasing my strong industry knowledge and service-oriented mindset. Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
19
19
years of professional experience
Work History
Customer Advocate II - Federal Services
Delta Dental of California
01.2014 - Current
- Responds to customer inquiries by phone and written inquiries, providing detailed explanations of insurance policies and claims processes.
- Performs complex and precise research for claim inquiries.
- Adjusts claims when appropriate or forwarding to appropriate department when needed
- Consistently met or exceeds Correspondence production on quantity and quality.
- Checks documentation for accuracy and validity on updated systems.
- Generate, post and attach information to claim files.
- Calculate adjustments, premiums and refunds.
- Complete customer applications and update records to reflect current information.
Customer Advocate I
Delta Dental of California
07.2005 - 01.2014
- Cross-trained in Commercial and Federal Service Division.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Documented customer concerns and inquiry resolutions in internal computer system.
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
Education
Encina High School
Sacramento, CAAmerican River College
Sacramento, CASkills
- Possesses strong product/technology/industry knowledge
- Documentation Management
- Excellent organizational skills and attention to detail
- CRM Software
- Data entry skills
- Service-oriented mindset
- Conflict Resolution
- Call Management
Timeline
Customer Advocate II - Federal Services
Delta Dental of California
01.2014 - Current
Customer Advocate I
Delta Dental of California
07.2005 - 01.2014
Encina High School
American River College
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