Customer Care Call Center

Shyloe Lee Bright

**** ****** ***.

Hamilton, OH 45011

Cell 513-***-****

************@*****.***

Professional Summary

Innovative Call Center Representative with 30 years of experience providing excellent support to clients while building rapport. Adept in implementing problem-solving techniques for customer complaints and handling high call volume. Successful at maintaining high customer satisfaction ratings through friendly demeanor and assistance with additional customer questions.

Skills

• Patient and Empathetic • Efficient and Detail-Oriented • Courteous with Strong Service Mindset • Customer Data Confidentiality • Building Customer Trust and Loyalty • Call Documentation •Credit Card Payment Processing • Inbound and Outbound Calling • Answering Customer Questions •Recommending Solutions• Excellent Attention to Detail • Establishing and Maintaining Customer Relationships• Team-Oriented and Cooperative• Answering Emails • Skilled in Microsoft Office• Customer Satisfaction • Calm, Professional When Under Pressure • Computer Proficiency • Proactive Self-Starter • Live chat Messaging

Work History

Customer Care Representative II

Anthem 06/30/2022 – 01/2025

Once logged into systems, we started focusing on proactively resolving our members' and providers' questions and concerns using computer-based resources to find answers.

Being a Customer Care Representative, I was a trusted advisor and educator on healthcare-related inquiries. I helped guide members to a better healthcare experience, by working every day to make healthcare easy through the service I provided

Helped guide members and providers with their healthcare needs by explaining benefits, solving claim concerns, helping members find doctors

A passion for serving others with the ability to be empathetic and the desire to go above and beyond to help resolve members' questions at the first point of contact.

A customer advocate willing to listen and find creative solutions to address and resolve members' / customers' questions, issues, or concerns.

A composed individual able to multi-task navigate multiple computer applications, and work efficiently while communicating and serving the customer.

Strong work ethic and sense of responsibility for my teammates, and our members. demonstrated simple things like being on time and available to meet member's needs, and being accountable for commitments made to members and others.

Flexible and quick learner, willing to adapt to changing customer and business needs.

Service Process Coordinator - Citi Bank N.A.

Florence, KY - June 2019 - May 2022

Organized records, and services the production output of various servicing activities while interacting with internal and external customers.

Resolved complex issues, and projects and performed complex servicing activities under limited supervision.

Reconciled historical accounts and performed reapplication/re-amortization functions

Supported an expansive array of products and services.

Demonstrated technical/administrative expertise

Applied specialized functional area skills and basic knowledge including underlying professional /technical principals or standards, which were well defined

Appropriately assessed risks when business decisions were made, demonstrating consideration for the firm's reputation and safeguarding Citigroup, and its clients’ assets, by driving compliance with applicable laws, rules, and regulations, adhering to policies, applying sound ethical judgment regarding personal behavior, conduct, and business practices, and escalating, managing, reporting control issues with transparency

Costco Chat Representative Citi Bank N.A.

Florence, KY - January 2018 - June 2019

Handled inbound customer chat conversations from Costco customers.

Asked open-ended questions to determine which products or services would be best fit for customer's needs.

Educated customers about billing, payment processing, and support policies and procedures.

Worked closely with each customer to carefully resolve issues in a timely fashion

Provided online demonstrations to educate customers on product features and online help resources

Investigated and resolved customer inquiries and complaints quickly.

Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Documented all customer information accurately in the computer system, providing dated notes for future reference

Developed exemplary writing skills through continued correspondence with upwards of 50 customers per day

Responded proactively and positively to rapid change.

Exhibited high energy and professionalism when dealing with clients and staff.

Met customer call guidelines for service levels, handled time, and productivity.

Co-Brands Customer Service Representative - Citibank N.A.

Florence, KY - March 2015 - December 2017

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Answered customer telephone calls promptly to avoid on-hold wait times.

Answered a constant flow of customer calls with minimal wait times.

Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Offered advice and assistance to customers, paying attention to special needs or wants.

Provided information regarding charge accounts and loyalty programs.

Collected customer feedback to exceed customer satisfaction goals.

Met customer call guidelines for service levels, and handled time, and productivity.

Educated customers about billing, payment processing, and support policies and procedures.

Maintained up-to-date knowledge of product and service changes.

Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.

Effective liaison between customers and internal departments.

Applied highly effective selling skills while properly engaging and presenting solutions to customers.

Enhanced productivity levels by anticipating needs and delivering outstanding support.

Advanced Pure Romance Consultant - Pure Romance by Shyloe Bright

Hamilton, OH - September 2013 - November 2019

Boosted customer experiences by delivering superior customer service, issue resolution, and merchandising. Gathered, organized, and input information into a digital database.

Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.

Took detailed notes and kept records of program and performance progress, education initiatives, and leadership.

Improved client sales by automating system e-commerce features.

Followed up with existing customers to provide additional support and address concerns.

Maximized customer retention by resolving issues quickly.

Achieved top performance by strategically adapting to a rapidly changing, competitive environment.

Completed orders and organized product deliveries to meet customer timetables.

Maintained organized, presentable merchandise to drive continuous sales.

Created detailed sales presentations to communicate product features

Used prospecting and client development techniques to produce fresh leads and maintain a solid conversion rate.

Customer Service & Support Representative - Pride Technologies - Luxottica

Mason, OH - October 2014 - January 2015

Resolved customer complaints while prioritizing customer satisfaction and loyalty.

Followed through with client requests to resolve problems.

Helped a large volume of customers daily with a positive attitude and focused on customer satisfaction.

Learned and maintained an in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.

Described product highlights and benefits to help guide purchasing decisions.

Met customer call guidelines for service levels, handled time, and productivity.

Patient Communication Representative - Joffe Medi-Center

Mariemont, OH - February 2012 - January 2014

Consulted, educated, and scheduled new patients for pre-operative eye exams, for laser vision correction surgeries, and post-ops and verified insurance coverage.

Established chat feature with canned responses, made changes when necessary

Defined testing protocols, quality assurance initiatives, and clinic policies and procedures.

Established chat feature with canned responses, made changes when necessary

Followed document protocols to safeguard the confidentiality of patient records.

Facilitated communication between patients and various departments and staff.

Applied administrative knowledge and courtesy to explain procedures and services to patients.

Offered simple explanations to help clients and families understand center policies and procedures.

Claims Specialist - Customer Service Representative - Humana

Cincinnati, OH - December 2008 - October 2011

Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.

Reviewed and adjusted customer coverage levels to address, identify, and resolve customer conflicts.

Responded to customer requests for products, services, and company information.

Provided primary customer support to internal and external customers.

Directed incoming calls to internal personnel and departments, routing them to the best-qualified department.

Shared knowledge and expertise with co-workers to foster awareness and increase staff productivity.

Maintained strong knowledge of basic medical terminology to better understand services and procedures.

Maintained confidentiality of patient finances, records, and health statuses.

Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt.

Acted as subject matter expert, answering internal and external questions and inquiries.

Assured timely verification of insurance benefits before patient procedures or appointments.

Followed up with customers on unresolved issues.

Checked level and type of coverage and evaluated contracts.

Communicated verification and authorization status updates with departments to facilitate decision-making for patient admissions and insurance coverage.

Spent ample time with each customer, verbally reviewing and explaining documents for client comprehension.

Built relationships with clients using active listening and issue resolution to provide excellent service.

Education Summary

University of Cincinnati

Healthcare Management Technology

Associate of Applied Business

May 2024 – Still Attending

Cincinnati State Technical and Community College

Medical Administrative Assistant

Cincinnati, OH Jan.2014 – Feb. 2015 – No Degree

Cincinnati State Technical and Community College

Web Design

Cincinnati, OH Nov. 2002 – Sept. 2004 – No Degree

Certificate - Southwestern College of Business

Microsoft Computer Information Specialist

Cincinnati, OH Oct 2001 - Sep 2002

President List Three Quarters

Dean's List on One Quarter

Graduated - Summa Cum Laude

William Henry Harrison High School

Harrison, OH

High School Diploma – graduated 1993

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