Customer Service Consultant

NATHALIE WHALEY

Lexington, South Carolina ***** 803-***-**** *****.****@*****.*** WWW: linkedin.com/in/nathalie-whaley-mba-638a1b114 Summary

Highly skilled and accomplished Senior Dedicated Service Consultant with over twenty-two years of hands-on experience in the healthcare segment. Successfully maintained and obtained contracts with high-touch Groups and Partner Plans, resulting in increased market shares and revenue boosts. Skills

Effective Organizational Skills

Data Analysis Proficiency

Interpersonal Communication Skills

Critical Issue Evaluation

High-Pressure Problem Solving

Proficient in Written Communication

Strong Presentation/Negotiation Techniques

Strong Customer Service Expertise

Strong Persuasion Skills

Proficient in Relationship Building

Strong Project Leadership

Experienced Project Coordination

Certifications

HIPAA Training Class Certificate, 01/2019, Present Notary Public, 2018, Present, Office of Secretary of State Mark Hammond Graduate Information Systems Management Professional, 09/2018, University of Phoenix Producer License for the State of South Carolina, 2009, Present, Mary Brewer Insurance School Experience

Senior Dedicated Service Consultant Feb 2002 to Current BlueCross BlueShield of South Carolina Columbia, South Carolina Successfully worked remotely for over 22 years.

Experienced claims processing, appeals, billing, or coding. Analyzes and articulates trends specific to denials, root cause, and A/R impact. Teamed up with executives to improve customer service by assessing and observing inquiry trends. Designs effective service strategies that augment team capabilities. Oversaw collaboration among various departments to address group problems efficiently. Deployed creative marketing techniques to secure new market segments. Optimized software tools to streamline communication during service procedures. Achieved greater than expected results by optimizing sales techniques and managing team efficiency. Business Development and Sales Executive May 2020 to May 2024 MBOC Columbia, South Carolina

Identified and secured strategic partnerships with vendors. Handled billing, bookkeeping and accounting processes for four years. Developed and implemented effective sales strategies to increase market share. Maintained a database of current and prospective clients for future contact purposes. Maintained accurate records of all sales activities using CRM software systems. Collaborated with marketing team to develop promotional materials. Negotiated contracts with clients to maximize profits. Created and presented proposals for new business opportunities. Implemented strategies to optimize revenue growth and profitability. Education

Doctor of Philosophy Student, Organizational Leadership Expected in Jul 2025 Columbia International University Columbia, South Carolina Master's Degree, Master of Business Administration Oct 2016 University of Phoenix Phoenix, Arizona

Bachelor's Degree, Bachelor of Science in Business Mar 2015 University of Phoenix Phoenix, Arizona

Associate's Degree, Associate of Arts Feb 2013

University of Phoenix Phoenix, Arizona

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