Customer Service Associate

ANNE HILES

Carmichael, CA ***** *********@*****.***

Seasoned Customer Associate with many years of experience dedicated to providing highest quality service and making customers feel welcome. Committed to meeting expectations and furthering company goals. Timely and situationally aware employee dedicated to supporting productive work environments. Inbound and Outbound Calling

Inbound and Outbound C

Correcting Discrepancies

Account Management

Customer Service and Assistance

Document Conversion

Membership Inquiries and Renewals

Call Volume and Quality Metrics

Presenting Solutions

Product Knowledge

Billing Adjustments and Refunds

Calm and Professional Under Pressure

Customer Service Associate, 03/2019 - 06/2023

Anthem Blue Cross Of California – Rancho Cordova CA Helped large volume of customers every day with positive attitude and focus on customer satisfaction. Actively listened to customers, handled concerns quickly and escalated major issues to supervisor. Answered customer telephone calls promptly to avoid on-hold wait times. Offered advice and assistance to customers, paying attention to special needs or wants. Responded to customer calls and emails to answer questions about products and services. Provided training and support to new associates to help provide high-quality customer service. Handled billing and payment issues following guidelines, resolving disputes properly. Claims Examiner II, 09/2012 - 03/2019

Anthem Blue Cross Of California – Rancho Cordova, CA Researches all assigned accounts through reports, spread sheets and special projects. Researches denied and improperly processed claims, due to coding issues. Call and check claim status, work A/R on insurance carriers. and organize all aspects of appeals process for assigned insurance carriers. Researched claims and incident information to deliver solutions and resolve problems. PROFESSIONAL SUMMARY

SKILLS

WORK HISTORY

Handled complaints and grievances using negotiating and problem-solving skills Associate of Arts: General Education, 06/1983

American River College - Sacramento, CA

High School Diploma: 06/1980

El Camino Fundamental High School - Sacramento, CA EDUCATION

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