Customer Service Manager

Beverly Wilson

Objective: To continue growth in a management position utilizing my vast experience in project management, employee relations and customer service.

Summary of Qualifications:

** **us years of management experience.

Over 25 years of progressive customer service experience to include management.

28 years healthcare experience to include claims processing, quality control, project management, priority adjustments and congressional claims processing.

An organized and detailed person able to prioritize effectively to ensure timely project completion within a team environment.

Proficient in Microsoft Word, Excel, AMMS, ALGS and Desktop.

Experience:

BlueCross BlueShield of SC/TRICARE Columbia SC

Manager, Claims Processing 2012-2017

Conduct quality audits to ensure accurate claims processing.

Identified system errors and worked with appropriate department to resolve.

Perform managerial tasks to include monitoring productivity, attendance, quality of work produced, selection of candidates for hire, coaching and motivating associates to meet individual and departmental goals, timesheet completion, point of contact for projects and change sheets, writing and issuing employee reviews, monthly team meeting and all other duties as is appropriate.

BlueChoice HealthPlan/ BCBS Columbia SC

Manager Customer Service Call Center 2007-2012

Manage the activities of customer service member advocates including the State, Web and PM teams.

Maintain effective and efficient departmental workflow to comply with 96% or better quality standards.

Maintain a 10 second average queue standard and service level of 95% or better on all lines of business.

Facilitated the annual reduction of incoming calls by 10% while focusing on increased web usage.

Consistently increased web annual usage by 10% from 2007 through 2009.

Manages all (ACD) and (VRU) functions utilizing reports from BVO.

Conduct annual employee reviews and needs assessment for continued employee growth.

Participates in weekly calibration session, coaching sessions and weekly team meetings.

BlueCross BlueShield of SC/National Alliance Columbia SC

Supervisor, Provider Services 2004-2007

Tracked productivity, quality, attendance and provided feedback with suggestions for improvements.

Managed departmental duties to include completion of timesheets, weekly team meetings, conducting interviews and handling human resource issues.

Informed associates of all policy and procedural changes.

BlueCross BlueShield of SC/TRICARE Columbia SC

Manager, Claims Processing 1999-2004

Conducted quality audits to ensure accurate claims processing.

Identified system errors and worked with appropriate department to resolve

Performed all managerial tasks to include tracking productivity, quality and attendance.

BlueCross BlueShield of SC/TRICARE Columbia SC

Claims Associate 1 1989-1999

Professional/institutional claims entry.

General deferrals processing

Bulk adjustments claims processing

Priority claims processing.

Educations and Certifications

Benedict College Columbia SC

BS Elementary Education Class of 1982

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