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Experience
Angela French3821 Sage Drive, Apartment A, Rockford IL 61114
Home: 815-520-1773 Cell: [email protected]
Inquiry Customer Advocate Specialist of HMO insurance product offering a record of successful job performance,proven problem-solving ability and experience developing and implementing innovative solutions.I have the ability towork with external customers as well as the ability to train internal staff. While currently employed in the healthinsurance industry, I have also worked in the retail and bookkeeping fields.
Employee relations specialistCall center management experienceDedicated to process improvementDevoted to data integrityStrong problem solving abilityTroubleshooting skillsTraining manual contributorHigh customer service standards
Meticulous attention to detailResults-orientedSelf-directedExcellent communication skillsComputer-savvyExcellent interpersonal and coaching skillsCritical thinkerInsurance processingHIPAA complianceTime management
Selected to participate as a Learning Coach/Mentor to new hires
Selected to participate in initial Appeals Project
Chosen employee representative, which entails special access
Regularly facilitates Customer Advocate huddles to present new materials, updates, and/or critical information
Selected to be a Developmental Customer Advocate Specialist for new hire classes
Development of a weekly feedback standard that became utilized by my peers
Mentor to less experienced peers
Selected as a Plan to Plan Guest Membership contact
May 2007 to CurrentBlue Cross Blue ShieldCustomer Advocate SpecialistRockford , IL
Promoted from a Customer Advocate II to a Customer Advocate Specialist August of 2013Daily phone interaction and assistance of Customer AdvocatesMediate escalated customer issues and develop an acceptable resolutionIdentify system discrepancies and recommend best practice resolutionsLiaison to HMO medical groups for assistanceLiaison for Guest membership claim assistanceMentor new hire/established staff to increase proficiency and reach recommended goalsCrosstrained to the PPO productSpearheaded internal staff training with the Blue Precision productAdjudicate complex claims dailyAuthorize exception procedures and implement on customer fileAnalyze monthly assist line usage, providing appropriate developmental feedback to increase knowledge baseand best practiceRegularly lead training/mentoring programs for internal staff
January 2007 to May 2007Kelly ServicesCustomer Advocate IRockford, ILInitially began as a temp to hire for Blue Cross Blue Shield of Illinois through Kelly Services
Collected customer feedback and made process changes to exceed customer satisfaction goals
Education
Demonstrated mastery of customer service call script within specified time framesAddressed customer service inquiries in a timely and accurate fashionMaintained superior quality
November 2006 to January 2007Cub FoodsAssistant Head Customer Service ManagerBeloit, WI
Developed, implemented and monitored programs to maximize customer satisfaction and manage on-sitecustomer service representativesResolved customer questions, issues and complaintsGenerated and distributed daily reports and order acknowledgments to upper managementEffectively communicated with team members to maintain clearly defined expectationsAnalyzed efficiency and recommended an action plan to further develop existing employee skill
June 1988 to November 2006Cub FoodsCashier/Customer Service Manager/Head BookkeeperLoves Park, IL
Cashier experiencePromoted to Customer Service Manager in less than one yearPromoted to Head Bookkeeper in 2000
Skills included:Customer interactionManaging the activities of multiple employeesImmediately addressing negative customer feedbackRecommended changes to existing methods to increase the accuracy, efficiency, and responsiveness of thecashiering/bookkeeping staffGenerated and distributed daily reports to upper managementDeveloped rapport with the customer base by handling difficult issues with professionalismAssisted with payroll preparationMentored team members to succeed and advance within the department and companyReceived, recorded and banked cash, checks and food stamps on a daily basisOversaw accounts receivable and conducted month-end balance sheet reviews and reconciled any variances.Provided performance feedback and coached employees with setting quarterly goalsDevelopment of proficiency/accuracy program to reduce internal error
Rockford UniversityEnglish LiteratureRockford , IL, United States
Coursework in English literatureMinor in German
