Kelly Moore

Mt Morris, MI ***** • 810-***-**** • adywsx@r.postjobfree.com

Professional Summary

Knowledgeable and dedicated customer service professional with extensive experience in customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Proven investigation, contact and tracing talents. Strong problem-solver with excellent communication, multitasking and organizational abilities paired with superior work ethic and accuracy-driven approach.

Skills

Inbound Calling

Complaint resolution

Credit card processing

Good listening skills

Retail store support

Relationship Building And Networking

Workflow Documentation

Networking And Relationship Building

Outstanding customer service

Member service and support

Customer service representation

Work History

Healthcare Customer Service Representative II, 09/2021 to 02/2023 Morley Companies- BlueCross BlueShield Of Michigan – Mt Morris, MI Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Provided primary customer support to internal and external customers. Answered constant flow of customer calls with minimal wait times. Effective liaison between customers and internal departments. Investigated and resolved customer inquiries and complaints quickly. Met customer call guidelines for service levels, handle time and productivity. Assisted members and providers with claims, benefits, material request, eligibility, effective and termination dates. Looked up procedure codes. Assisted members and providers with referrals and prior authorizations. Detailed documentation on every call. HIPPA verification

Work at Home Customer Service Representative, 11/2017 to 05/2020 Alorica – Mt Morris, MI

Maintained accurate and current customer account data with manual forms processing and digital information updates.

Managed timely and effective replacement of damaged or missing products. Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.

Effectively communicated with customers about account changes, new retail products or services and potential upgrades.

Promoted available products and services to customers during service, account management and order call.

Work at Home Customer Service Representative 1, 09/2015 to 11/2017 ContractWorld – Mt Morris, MI

Assisted customers with setting appointments, shipping and special order requests, and arranging merchandise pick-up at other locations.

Answered customer telephone calls promptly to avoid on-hold wait times. Responded to customer requests for products, services and company information. Educated customers on promotions to enhance sales. Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction. Family Worker, 01/2002 to 12/2004

Boysville – Mt Morris, United States

Introduced students to concepts in algebra and reading to encourage recall of educational content. Interviewed individuals and families to assess needs and provide informational resources. Collaborated with community program leaders and advocates to make resources accessible to those in need.

Reported child abuse in accordance with legal standards of mandatory reporters. Assisted clients in effective family functioning, coordinated development in necessary skills to attain success in school, family, peer groups, and work. Family Services Coordinator, 04/1996 to 09/2001

Flint Community Schools – Flint, MI

Administered case management for dependant children to provide counseling and formulate treatment plans to determine long-term placement.

Identified and reported signs and symptoms of violence, abuse and neglect for immediate intervention and remediation.

Constructed comprehensive client treatment plans to establish goals and track progress. Offered family crisis intervention to manage conflict and identify peaceful resolutions. Supervised 4 parent coordinators

Implemented program wide events

Education

Bachelor of Arts: Social Worker, 04/1992

University of Michigan - Flint - Flint, MI

Certifications

Covid 19 contact tracing, John Hopkins school of Bloomberg School of Public Health Michigan Works- work from home training, Kimberley Lewis LLC.