Wendy LaChapelle

Email adv4f6@r.postjobfree.com Phone 562-***-****

Address **** ***** ** **** **. SE Rio Rancho, NM 87124

OBJECTIVE

Qualified Customer Service Advocate, with 30 year’s 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 - Retail experience

-Delivers positive experiences through high-quality customer care.

-Patient and empathetic with extensive background in conflict resolution and customer care.

EXPERIENCE

Customer Care Representative II

CVS Caremark WFH, 87124 November 2020 – March 2023

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. Processed new prescriptions and refills through mail order. Provided members with referral information for tier exceptions and coverage determinations for non-formulary medications. Inputting notation details for every call.

February thru July 2021 - Assisted Specialty Department with processing claims/Edit Tasks Failures.

Customer Advocate Representative

Blue Cross Blue Shield of New Mexico ABQ, NM 87107 September 2018-December 2019

Call center experience taking inbound and outbound calls from members/clients, understanding and responding appropriately to basic customer and employee inquiries. Able to multitask by answering customer’s calls and taking appropriate measures to solve problems by using multiple and appropriate systems.

Claims Adjuster

United HealthCare Call Center Albuquerque, NM May-2017 - May-2018

Provide expertise or general claims support by reviewing, researching, investigating, negotiating, processing and adjusting claims. Analyze and identify trends and provide reports as necessary. 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.

Customer Services Representative

Alliance Data Card Services Rio Rancho, NM 87124 June-2016 - February-2017

Provided accurate and appropriate information in response to customer inquiries. Made reasonable procedure exceptions to accommodate unusual customer requests. Addressed customer service inquiries in a timely and accurate fashion. Demonstrated mastery of customer service call script within specified timeframes. Effectively managed a high volume of inbound and outbound customer calls.

Sr. Customer Service Rep/Pro/CRT

Verizon Wireless Call Center Irvine, CA 92618 February-1997 - May-2014

Handle escalation situations that require out of the box thinking for the best resolution for the customer, and business. Provide 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. Assisted with the development of the call center's operations, quality and training processes. Built customer loyalty, by placing follow-up calls, for customers who reported product issues. Effectively managed a high-volume of inbound and outbound customer calls. Addressed and resolved customer product complaints empathetically, and professionally.

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 Decoding Aptitude, SSA Global, LYNK Everest, and CRM Software. Quick learner, very organized and have good time management skills.

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