Customer Service Representative

SUMMARY:

Highly enthusiastic member customer service professional with provider service experience who maintains professionalism, efficiency, and patience to minimize customer dissatisfaction and increase customer loyalty.

EDUCATION:

Chattanooga State Community College: General Studies A.S. 2015-2018

EXPERIENCE:

Blue Cross Blue Shield of TN, Chattanooga, TN 2021-current

Digital Service Team Representative

·Educate members related to all aspects of their policy, including, but not limited to benefits, eligibility, claims, HRA/HSA/FSA, tiered benefits, provider network status, BlueAccess, etc.

·Mentor and coach new Chat Specialists on job requirements and system capabilities

·Knowledgeable of all Commercial employer groups (Corporate Accounts, Major Accounts, and Under 500) policies along with Individual ON/OFF Marketplace accounts

·Consistently exceed divisional goals for service productivity and quality standards

Blue Cross Blue Shield of TN, Chattanooga, TN 2018-2021

Provider Service Representative

·Ensure timely and accurate completion of daily/weekly telephone reports while staying up to date with online resources and all electronic changes when applicable.

·Educating caller to ensure resolution is achieved on first contact.

·Professionally handle incoming calls with the ability to key while talking

•Keying of accurate information into information systems in a timely manner.

•Participates as team player and advises management of issues adversely impacting the accurate loading and maintenance of provider information

Cheddar's Restaurant, Chattanooga, TN 2013- 2018

Server

●Guest are accommodated with accurate orders; clear communication and direction is given to the chef and corresponding staff; delivers to guests' tables in a timely manner

● ABC Licensed to follow house recipes for mixed alcoholic beverages; follows state regulations for serving alcoholic beverages to age appropriate customers and delivers beverages in a hospitable manner

●Effectively answer and educate any questions on a menu a customer may have

Sun Tan City, Chattanooga, TN 2010-2014

Assistant Manager

●Developed a comprehensive training program for new sales associates materials support and pre-and post-event evaluations

●Planned and directed staff training and performance evaluations

●Maintained knowledge of current sales and promotions, policies regarding payment and exchanges and security practices

●Attended sales training camp and brought best practices leadership back to the company

SKILLS:

•Proficient in Microsoft Office (Outlook, Word, Excel and PowerPoint)

•Ensuring all customer communication is professional, grammatically correct, and clearly documented.

•Proficient and advanced computer skills (e.g. Microsoft Office: Word, Excel, PowerPoint, etc.)

•Ability to work independently under general supervision and collaboratively as part of a team in a fast-paced environment while staying organized.

•Proficient oral and written communication skills

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