Customer Service Care

Rio Rancho, NM ***** 562-***-**** *******************@*****.***

WENDY LACHAPELLE

Qualified Customer Service Advocate, with 30 year' experience, working in high call volume and fast-paced environments. Dedicated team player. Ability to display empathy and remain personable while working under pressure. Adapts well to new challenges. Passionate and motivated with a drive for excellence. Superior computer skills, Telephone etiquette, Delivers positive experiences through high-quality customer care and Patient and empathetic with extensive background in conflict resolution.

PROFESSIONAL

SUMMARY

SKILLS Avaya Software, Call Center Metrics,

Adheres to customer service procedures,

Strategic Sales Knowledge.

● Time Management, ACSS, Technical

Support, Microsoft Office Applications, Call

Center Metrics.

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● Email Correspondence ● Navigation Tools

● Individualized Service Plans

CUSTOMER SERVICE SPECIALIST 04/2024 to 10/2024

Hom Solution Inc., Albuquerque, NM

SERVICE COORDINATOR 03/2023 to 07/2023

Wheeler Staffing Partners, Albuquerque, NM

CUSTOMER CARE REPRESENTATIVE II 11/2020 to 03/2023 CVS Caremark WFH, Rio Rancho

WORK HISTORY

Coordinated efforts between multiple departments to ensure seamless delivery of home solutions projects within budget and on schedule.

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Developed strong relationships with customers, resulting in numerous referrals and repeat business opportunities.

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Streamlined internal processes for improved efficiency, ultimately increasing overall productivity within the team.

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Worked at Amber Care in Albuquerque was 3-month contract, through Wheeler Staffing Partners

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Worked on excel reports and had to verify where Home Care was clocking at member house or different house than would have to call them and put them on warning. Every morning, I would have to do run report usually from 600 people to 850,

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● Also scheduled new client's give them 40 hr. schedule.

● Between calls answer front desk was about 50+ calls.

● Responsible for handling Med D calls

Assisted with open enrollment, membership, insurance benefits and billing issues for callers seeking answers to questions related to their healthcare benefits and coverage

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● Processed new prescriptions and refills through mail order Provided members with referral information for tier exceptions and coverage determinations for non formulary medications

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● Inputting notation details for every call.

● Managed over 100 customer calls per day.

● Resolved concerns with products or services to help with retention and drive sales Trained new employees on best practices and customer care procedures to eliminate inefficiencies

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CUSTOMER ADVOCATE REPRESENTATIVE 09/2018 to 12/2019 Blue Cross Blue Shield Of New Mexico, Albuquerque, NM CLAIMS ADJUSTER 05/2017 to 05/2018

United HealthCare Call Center, Albuquerque, NM

CUSTOMER SERVICES REPRESENTATIVE 06/2016 to 02/2017 Alliance Data Card Services, Rio Rancho, NM

SR. CUSTOMER SERVICE REP/PRO/CRT 02/1997 to 05/2014 Verizon Wireless Call Center, Irvine, CA

Call center experience taking 75 inbound and outbound calls from members/clients, understanding and responding appropriately to basic customer and employee inquiries.

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Able to multitask by answering customer's calls and taking appropriate measures to solve problems by using multiple and appropriate systems.

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Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.

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Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics

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Provide expertise or general claims support by reviewing, researching, investigating, negotiating, processing and adjusting claims.

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Also thoroughly review, analyze and research complex health care claims in order to identify discrepancies, verify pricing, confirm prior authorizations and process them for payment.

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Achieved high customer satisfaction ratings by providing clear and timely communication throughout claims process.

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● Improved claim resolution times by efficiently managing caseload of 50+ claims per month.

● Provided accurate and appropriate information in response to customer inquiries

● Made reasonable procedure exceptions to accommodate unusual customer requests.

● Demonstrated mastery of customer service call script within specified timeframes.

● Effectively managed 50+ high volume of inbound and outbound customer calls. Handle escalation situations that require out of box thinking for best resolution for customer, and business

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● Peer Facilitation for Team's (Huddles, Trainings, and Peer to Peer Coaching) Provided Floor Support for transition classes, and when Leadership meetings are in progress.

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● Assisted with development of call center's operations, quality and training processes. Built customer loyalty, by placing follow-up calls, for customers who reported product issues.

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● Effectively managed high-volume 100-150 of inbound and outbound customer calls.

● Addressed and resolved customer product complaints empathetically, and professionally. Paramount High School, Paramount, CA

High School Diploma, 06/1987

EDUCATION

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