Customer Service Call Center

CRYSTAL DENISE MANN

**** ***** ** *******, ** ***10 252-***-**** ********@*****.***

Professional Profile

High school graduate and some college with a record of success in sales, customer service, and management at local retail stores and call centers. Fast learner with the ability to comprehend and adapt to versatile activities. A professional, dependable, and loyal employee who always strives for success whether it’s career wise or life in general. Computer literate.

●Sales- Proven ability to demonstrate and accomplish sales goals and assume bottom-line responsibilities. Solid experience in sales at local retail stores and call centers.

●Management- Supervising skills in managing up to 15 agents for an inbound call center. Hands on experience in opening/closing procedures, training, and providing customer service in local retail stores and call centers.

●Communication- Persuasive communicator with well-developed presentation and negotiation skills. Able to develop productive relationships with colleagues, customers, and staff at all levels.

Experience

Siemens-Healthineers – Cary, NC (Hybrid) June 2024 – Current

Customer Services Support Operator 2

Coordinate with Customer Service Engineers (CSE) to schedule ETAs for service calls

to resolve partially inoperable and completely inoperable medical systems for external

providers and facilities.

NCLM - Raleigh, NC July 2023 – Jan 2024

Claims Admin III

Assisted NC Claims Adjusters with entering WC claims into the Claims Enterprise System.

Received and processed daily mail. Scanned and assigned documents into the files. Processed emails, faxes, and payments. Completed claim follow-ups to providers to obtain medical records and invoices for payments. Answered calls to aid with claims and bill status to providers and claimants. Completed NC Pre-Licensing Course to obtain my NC Adjusters License, currently in the process of taking the State Exam.

Blue Cross Blue Shield NC - Winston Salem, NC (WFH) Dec 2021 - April 2023

Intake Specialist - Care Management MA

Assisted providers and members with initiating authorizations for Medicare Part B, C, and D. Provided status of completed and pending authorizations. Assisted with initiating expedited oral appeals for denied authorizations.

Jacobson Group LLC. - Chicago, IL (WFH) April 2019- Dec 2021

Provider Customer Service Professional

Assisted providers with NY State Medicaid members medical/vision benefits and claims status. Processed prior authorization request and verified the status of existing authorizations via CaseTrakker Dynamo.

Licensed Natural Hair Stylist (Self Employed) June 2017- Jan 2020

Provide natural hair care services for customers.

Blue Cross Blue Shield NC- Durham, NC (WFH) Nov 2012- June 2017

Provider Customer Service Professional

Assisted providers with member benefits and medical claims. Handled calls for Commercial plans, NC State Health plans, and IPP Host. Processed between 30-60 calls per day.

Time Warner Cable- Morrisville, NC March 2008- Jan 2012

Customer Care Team Lead

Assisted internal agents and supervisors with resolving escalated service issues such as billing & troubleshooting. Handled escalated calls from external customers.

Assisted agents with meeting monthly productivity and sales goals. Provided floor support.

Fidelity Investments- Durham, NC Sept 2007- March 2008

H&W Customer Service Representative

Provided customer service for Health and Wellness benefits for the IBM client.

Assisted retirees and active employees with medical, dental, and vision benefits.

RTI International- Raleigh, NC Oct 2006- Sept 2007

Telephone/Customer Service Specialist

Conducted telephone surveys via outbound call center.

West Telemarketing Inc.- Rocky Mount, NC June 2005- Sept 2006

Production Team Leader (Coach) T-Mobile Wireless

Supervised 8-14 agents. Monitored calls, attendance, and provided daily/weekly stats for scheduled adherence and productivity.

Coached and motivated agents to complete their jobs at 100%. Provided floor support and assisted with escalated calls.

Education

Nash Community College- Rocky Mount, NC

Computers in the Medical Office Certification

2005

Nash Community College- Rocky Mount, NC Computers in the Workplace Certification

2005

Nash Community College- Rocky Mount, NC

2001

Adult High School Diploma

REFERENCES AVAILABLE UPON REQUEST

Contact this candidate