Customer Service Project
Resume:
Breanna Tindall
Email: *********@********.***
Address: **** ****** ** #*
City: Louisville
State: KY
Zip: 40205
Country: USA
Phone: 417-***-****
Skill Level: Experienced
Salary Range: 50
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
Breanna Tindall
1929 Spring Drive #2, Louisville, KY 40205
**************@*****.***
Summary Of Qualifications
Over six years of experience in the insurance industry specializing in the following areas: Operations, Implementations, Project Coordination, Process Improvement.
Proven analytical and project management skills evidenced by successful implementation of self insured large and locally owned businesses.
Successful lead and implementation of large scale groups with proven ability to deliver member cards and pay first claim with 100% accuracy
Experience in managing and implementing performance guarantees with 95% minimum required to meet deliverables
Proven ability to meet pre-implementation audit guidelines with 100 test scenarios to ensure benefit coding accuracy with $35 K risk fee
Successfully managed the delivery of 7,000 ID cards to health plan participants
Expertise
Project Coordination and Ownership
Large Group Implementation
Microsoft Project Ownership
New Product Implementation and Migrations
SharePoint Implementation, Design and Configuration
Microsoft Office Products
Process Improvement Coordination and Development
Subject Matter Expert of Implementation Process
Experience
WellPoint, Inc.
Implementation Coordinator Lead May 2009 - Present
Responsible for leading and managing new National and Local Account Group Implementations and existing migrations
Prepare for and facilitated implementation kickoff meetings
Work closely with groups and/or consultants to define group structure, reporting and implementation requirements
Facilitate internal and external implementation status meetings
Define benefit requirements with groups, benefit coders and operations
Maintain frequent client interaction to extract, evolve and finalize all system and operational requirements
Maintain applicable status logs, forms and databases
Oversee testing process and supported coordination of pre-implementation audits for assigned groups
Lead and maintained active SharePoint sites for document libraries, meeting agendas and team collaboration facilitation
Serve on Committee to identify key processes and guidelines for newly formed Local NASCO team
Customer Care Hotline Associate August 2007 - May 2009
Served as primary resource to claims, customer service or enrollment and billing queries on a day-to-day basis
Provided support to the sales team, ensuring service objectives were met
Responsible for customer service duties including answering customer queries, problem solving and providing detailed information on new and current products
Generated repeat business through successful client follow-up
Communicated with brokers and internal sales agents via phone or e-mail on escalated issues ranging from incorrect benefits, claims errors, and product setup errors
Focused on resolving issues within 24-48 hours
Kept daily spreadsheet of incoming calls and e-mails with resolution and actions taken
Assisted Operations Experts with floor support and responding to phone representatives questions
Reviewed and create Clear Quests (log) to have systematic errors corrected
Upon manager requests, followed up on Concierge hotline calls that are escalated to the President
Made inbound and outbound calls when necessary to resolve escalated problems that require verbal and/or written communication
Customer Care Associate March 2006 - August 2007
Assisted both Customers and Health Care providers to ensure their total satisfaction while answering any, and all questions, related to health care benefits and claim information
Was recognized several months in a row for achieving 100% quality based on positive feedback from both customers and direct managers
Kelly Services
Customer Care Associate for WellPoint -temp September 2005 - March 2006
Assisted both Customers and Health Care providers to ensure their total satisfaction while answering any, and all questions, related to health care benefits and claim information
Was recognized several months in a row for achieving 100% quality based on positive feedback from both customers and direct managers
Present
Education and Certifications
B.S. (Business Administration) University of Phoenix, Springfield, Missouri, 2008.
Drury University, Springfield, Missouri, 2002-2004
Graduated magna cum laude.
Academic and music scholarship
Actively participated in the Drury Quartet- violin and viola
Demonstrated multiple successes as both a Musical and Academic Tutor
Organizations:
Toastmasters International
Associate Giving Campaign Committee
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