Charity Anderson

ac0f8s@r.postjobfree.com • 318-***-**** • Shreveport, LA 71118

Customer Service / Administrative Support Associate

Brand ambassador committed to being the face of the core values represented by your company.

Passion for providing information that will ensure accuracy & clarity that result in excellent customer service to your customers on your company’s products, services and practices. Recognized and promoted for delivering productivity improvements, workplace communication, conflict resolution, feedback and teamwork. Strong cognitive ability. Combine attention to detail with broader perspective of corporate profit objectives. Known for “good attitude.”

Key strengths/skills:

Team Leadership & Customer Service

Attention to detail

Administrative support

Critical thinking & problem solving

Professional oral & written communication

Helping/facilitating success of others

Flexibility/managing change

Adaptability to job functions & industries

Experience in casualty insurance, telecom, health insurance & credit/collection

Proficient in: Microsoft Office (Word, Excel PowerPoint, Outlook), Image Right, Lotus Notes, Parallel, Internet, NextGen, Legacy, 10 key (150kpm). Keyboarding (40wpm), postage machine, copy machine including facsimile, scanning, printing.

Professional Experience

ALLIANT INSURANCE, SHREVEPORT, LA May 2014 – July 2016

Insurance Operations Representative Utilizes attention to detail and multitasking ability to efficiently process incoming requests from Commercial insurance agents via phone, fax and email while assigning tasks to internal departments for overall process completion.

●Reviews and analyzes insurance documents and coverage for accuracy to ensure coverage is properly setup for commercial customers.

●Demonstrates meticulous attention to detail by screening insurance endorsements, changes in coverage and policy modifications and disseminating relative to data to responsible parties, therefore reducing financial risk to the company.

●Successfully completes and submits filing documents adherence to guidelines set by local and state government agencies to ensure accurate records for the company and customer base.

APPLEONE EMPLOYMENT SERVICES, Shreveport, LA April 2014 - May 2014

Receptionist/Data Entry Clerk/Temporary Assignment with Berry Brother Construction

●Used organizational skills to ensure invoice data and Quickbooks were maintained and organized accurately.

●Demonstrated multitasking ability and attention to detail by organizing high volume of invoices while answering inbound calls and completing data entry.

CAPITAL STAFFING SOLUTIONS, Ponte Vedra Beach, FL January 2014 - April 2014

Customer Service Advisor with Blue Cross Blue Shield of Louisiana (Temporary Assignment):

●Engaged internal and external customers with a passion for resolution and world class service. Demonstrated multitasking ability and attention to detail by simultaneously completing research and data entry in multiple systems for high volume of customers.

●Utilized interpersonal skills to deescalate irate callers and provide valuable solutions.

●Managed and routed tasks for follow up on customer inquiries and escalated issues.

●Demonstrated excellent oral and written communication skills in the explanation of plan benefits, coverage, and insurance parameters.

●Maintained accurate and detailed records of open tasks, follows ups, and resolved items as well as a working knowledge of changes to applicable company policies/procedures, industry regulation, and corresponding plan modifications.

●Identified and billing and coding errors and responded to inquiries regarding adjustments and corrections.

WILLIS KNIGHTON, Shreveport, LA April 2010 – January 2014

Medical Receptionist:

●Successfully completed daily phone and face to face interaction focused on providing accurate information and a consistently exceptional customer experience.

●Demonstrated strong attention to detail while meticulously monitoring and maintaining customer records, filing, appointment scheduling, and completing data entry.

●Efficiently and accurately managed check in and check out process to ensure seamless flow of patients through the clinic.

●Utilized professional communication skills customer base and in collaboration with other internal and external work groups.

●Trained new hires in the use of NextGen EPM, ICS and EHR, multitasking, and clinic processes while maintaining a working and progressive knowledge of medical systems.

ALLSTATE, Shreveport, LA April 2008 - December 2009

Customer Service Team Leader/Claim Controller/Administrative Support Associate

●Customer Service Team Leader:

oRecommended by peers and branch manager to oversee and optimize customer services performance for teams of up to nine employees including managers, adjusters, and support staff.

oMonitored and tracked customer hotline issues/complaints and surveys. Assessed performance and quality, encouraged and recognized excellence, and met with managers to facilitate improvement/training where needed.

●Administrative Support Associate:

oSupported claims and subrogation processes by answering inquiry calls, managing special projects, researching, and tracking.

oUtilized medical billing system to retrieve reports for adjuster evaluation.

oImproved efficiency by creating management reporting spreadsheets.

●Claim Processor:

oPrepared attorney demands for adjuster evaluation. Completed collection calls to retrieve refunds for duplicate payments issued by Allstate.

oObtain medical records and make phone calls to ensure medical bills received. Make follow-up calls to ensure receipt of medical authorization forms. Improved productivity by creating additional management reporting spreadsheets.

●Claim Controller:

oRepresented Shreveport in an experimental, virtual-claims-office process that consolidated and streamlined workflow and increased information accessibility for 2 claims offices (Shreveport and New Orleans).

oMeticulously managed claim assignments to adjusters and pertinent tracking and created workflows that promoted efficiency.

●Rapidly promoted from clerical responsibilities to facilitating varied functions for casualty claims office and driving customer service results.

CENTURYLINK, Shreveport, LA April 2004 - April 2008

Customer Service Representative/Adjuster

●Exceeded service requirements for wireline telco by efficiently engaging high call volume with excellent customer service.

●Resolved commercial and residential customer billing inquiries, made customer payment arrangements and received payments with high accuracy.

●Deescalated high volume of irate customers with a focus on resolution and customer satisfaction.

BLUE CROSS BLUE SHIELD, Eagan, MN February 2002 - May 2003

Customer Service Representative

●As customer advocate, handled high volume of inbound customer service calls for Medicare and Medicaid departments.

●Researched clinics, hospitals and customer information while resolving customer inquiries. Utilized both written and verbal communications/correspondence.

●Performed detailed data entry while engaged other insurance providers to verify eligibility.

Education / Professional Development

High school diploma (with honors/scholarship recipient), Arlington High School, St. Paul, MN - 2000

Corporate training - CenturyTel and Allstate:

Customer Soft Skills

The Seven Habits of Highly Effective People

Workplace Communication

Organizational and Planning: Identifying issues, barriers, challenges and deliverables

Code of Ethics & Integrity

Information & Technology Usage & Privacy

Sexual Harassment & Non-discrimination

Violence & Crisis Management

Identifying Phishing Attacks

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