Akeem J. Carlos

**** **** ***** ****

Apt. ****

Charlotte, NC 28208

704-***-****

ad38ss@r.postjobfree.com

Objective

To obtain a position within an organization where I can utilize my skills and experience toward upward mobility within a team environment.

Qualifications

Strong interpersonal skills with the ability to solve problems, resolve conflicts, and complete tasks with others. Excellent listening and communication skills with the ability to work well alone or in a team. Education

Eugene Ashley High School 08/01-05/02 General Education North Carolina Central University 08/02-05/07 Political Science; minor Sociology Relevant Experience

08/14- 05/23 Blue Cross Blue Shield of North Carolina Durham, NC Customer Service Advocate

• Assist members in a highly proficient manner with questions concerning their benefits and eligibility, claims, billing, technical issues, and web support/navigation questions by phone, live chat, and email.

• Assist with SMEing training classes for the TECs team.

• Provide quality customer service to members by researching their concerns in an effective and efficient manner.

• Process claims and correspond with providers to ensure member claims have been correctly processed and updated.

• Attend corporate initiatives such as interview days and open houses to assist leadership in selecting positive and professional candidates.

• Able to understand and communicate complicated and multifaceted concepts to members, providers, and colleagues in verbal form.

• Ensure documents and applications can be accessed in the multiple systems such as Docusign, Salesforce, Facets, Oracle, Prime, Microsoft Office, Citrix, and PowerMHS.

• Displays leadership through all actions both internally and externally, specifically by serving as a mentor to other service professionals and assisting with training needs of less experienced team members.

• Act as a subject matter expert to assist quality auditors. Utilize probing and creative problem solving as well as critical thinking skills and the ability to analyze more complex information to resolve all customer inquiries on first contact.

• Ensures final disposition of each inquiry in a timely manner while systematically documenting detailed customer information relevant to each customer contact.

• Provides instructions as needed to internal business areas to ensure prompt resolution and response to customer inquiries.

• Recognize patterns of inconsistent and/or inaccurate claims filing practices among customers and providers, educate customers and providers on acceptable BCBSNC practices and policies.

• Perform phone outreach to BCBSNC members to resolve service issues.

• Identify, understand, and anticipate customers' unexpressed needs and concerns in a caring manner.

• Educate and encourage customers on the use of alternative delivery channels (i.e. self-service, web, and pay by phone).

• Identify and communicate process, product, or systems improvement opportunities to improve the overall stakeholder experience.

08/07-08/14 Xerox Cary, NC

Customer Care Specialist/ Floor Support

• Assist members and employees with HSA accounts that they had with the company.

• Assist employees with health and welfare benefit changes and elections that they needed to make for the year.

• Make account changes and profit-sharing elections.

• Help customers with their medical plans and advise them of what was covered under each section.

• Work with medical offices to provide information about patient coverage and how much would be paid out.

• Managed daily business activities, provided leadership and direction to team members, and set team goals and expectations.

• Provided ongoing coaching to team members to ensure performance and behaviors were aligned with company expectations.

• Wrote and administered performance reviews to assess team member’s talent, strengths, and areas of opportunities for future career goals.

• Responded to and resolved employee relations matters by providing appropriate coaching, counseling and resolutions.

• Ensured employees had appropriate training, resources and system access to ensure they were able to handle customer inquiries.

• Identified team trends, determined root causes, and initiated appropriate action to resolve issues.

• Conducted random audits of team member’s work; reviewed and audited results with employees and created action plans.

• Responded quickly and accurately to all escalated issues from customers to ensure first call resolution and customer satisfaction.

• Acted as a technical resource for team members, provide assistance when system issues occur, work processes and procedures.

• Participated in Interview Days and Open House events to ensure solid candidates are selected.

• Prepared, addressed, and professionally communicated disciplinary and/or performance problems/warnings according to company policy to team members and made necessary decisions regarding corrective action. References Available Upon Request

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