Customer Service Administrative Assistant

LAVONDA COOKE **** Springhouse Farm Road • Winston-Salem, NC 27107 • H336-***-****

Objective : Seeking a challenging career opportunity that will utilize my education, communication, relationship building, and customer

service skills.

Education :

2009-Graduate Pfeiffer University, Charlotte, NC - Degree in Business Administration

Professional Experience :

2010 –Present Lincoln Financial Group, Greensboro, NC Long Term Care Examiner

• Demonstrate superior claim management to assure efficient and accurate approval and payment on complex claims.

• Educates insured, agents, and other parties on long term care provisions.

• Responsible for reviewing claim documentation, with approval limit up to $10,000, in which was paid in a timely

and accurate manner.

• Provide accurate information to the caller related to the long term care provisions, while possessing a customer

focus attitude.

2001-2010 Blue Cross Blue Shields of NC, Winston-Salem, NC Quality Analyst / HIPAA Privacy Coordinator

• Identify and capture questions or issues frequently raised and determine effective resolution.

• Provide subject matter expertise for privacy related questions.

• Provide coaching, feedback and development to customer service reps in the development of Medicare policies

and procedures for the call center.

• Facilitate calibrations sessions with Team Leads and Managers to secure quality is being met within the call center.

• Research and analyze customer service issues and assist in the developmental action plan to resolve.

• Assist in establishing and implementing policies and procedures for the customer service call center.

• Knowledge of call center technology (IVR, WFM, Witness, ACD).

• Responsible for auditing the complaint and appeals department.

• Point of contact for HIPAA issues or concerns.

1999-2000 MCIWorldCom, Greensboro, NC Training / QA Lead Specialist

• Point of contact for multiple products. Conduct Joint Monitoring sessions, Product

Meetings, Consistency Meetings, Round Table Discussions, New Product/Enhancement

Training to Management and Support Staff.

• Developed and implemented operations/productions activities.

• Facilitate training to management, trainers and operators. Communicate products and new policy procedures.

• Responsible for managing two quality analysts.

1996-1999 Consumer Credit Counseling, Winston-Salem, NC Administrative Assistant

• Responsible for collecting and analyzing complex data for monthly reporting.

• Organizing daily assigned tasks in a logical and efficient manner to be prioritize

appropriately.

• Providing confidential and clerical support to Credit Counselors.

• Plan, arrange and prepare for meetings, seminars, and appointments for credit counselors.

1994-1996 Integon Insurance, Winston-Salem, NC Customer Service Representative

• Set up claims daily. Addressed customers inquiries and concerns regarding policies and

claims.

• Assisted customers with account inquires and coverage questions.

• Analyzed customer information to determine eligibility/unsuitability.

License : NC Life and Health Insurance License.

- EXCELLENT PERSONAL & PROFESSIONAL REFERENCES AVAILABLE UPON REQUEST -

Contact this candidate