Management, Human Resources, Administrative

PROFILE

Highly articulate and performance-driven professional with key talents in resolving customer issues with discretion and discernment. Vast experience working with diverse clientele and communicating information on various company products and services. Successful in developing and streamlining customary business practices to boost organizational efficiency. Possess excellent relationship and team-building capabilities complemented with solid organizational and time management skills. Additional key strengths include:

- Leadership and Supervision

- Organizational Development / Process Improvement

- First-Rate Customer Service / Relationship Building

- Team-Building / Staff Coaching and Mentoring

- Multitasking and Workload Prioritization

- Business Application Programs Proficiency

- High-level Communication and Interpersonal Skills

- Independent Decision-making

PROFESSIONAL EXPERIENCE

Health Care Service Corporation (Blue Cross Blue Shield) - Springfield, IL

CUSTOMER ADVOCATE 2008-Present

- Interact with clients to address inquiries on company services, and define its benefits and claims through phone and electronic communication

- Work closely with clients throughout the process to ensure they will receive the maximum benefit package

- Establish a customer-based approach to increase membership accounts and capture new business opportunities

- Maintain compliance with the Health Insurance Portability and Accountability Act rules and regulations in handling Personal Health Information

- Manage the processing of claims and Medicare finances to ensure its accuracy and consistency with company database

AIG American General - Springfield, IL

CASE COORDINATOR 2000-2006

- Interviewed new applicants and recommended suitable candidates to upper-level management

- Built and streamlined existing training programs to refine the knowledge of new personnel and serve as reference for current employees

- Played an integral role in the development of an advanced graphical user interface to increase organizational efficiency

- Coached and mentored peers as well as new employees in navigating various business applications and systems utilized throughout the department

- Effectively resolved employee-relation issues with tact and ease

- Optimized productivity level of internal staff by reorganizing existing business practices

- Liaised between clients and internal agents to resolve issues in agile fashion

- Reviewed and evaluated application information and communicated with other departments to verify its accuracy

EDUCATION

Bachelor of Arts in Business Management (2008)

University of Illinois, Springfield, IL

Associate of Applied Science in Business Management (2000)

Lincoln Land Community College, Springfield, IL

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