Customer Service Advocate

I am a dynamic Customer Service Advocate with over 18 years of experience in member support and customer education. I excel at managing complex inquiries with empathy and professionalism, ensuring that each customer interaction is handled with care and attention. Throughout my career, I have demonstrated a strong commitment to continuous improvement and training, fostering a knowledgeable and supportive team environment.

My experience includes working with Point32Health, where I contacted members and providers to respond to inquiries and notify them of claim investigation results and adjustments. I am skilled in documenting call information according to standard operating procedures and triaging incoming phone calls to identify the type of assistance required and the best personnel to handle each request. I also assist members in navigating company websites during support interactions and provide accurate information about Medicare Advantage products and services.

Previously, I worked as a Customer Service Representative at GC Services, where I answered customer inquiries via phone, email, and chat. I managed difficult customer situations with professionalism and empathy, participated in workshops and seminars to improve my skills, and trained new representatives on company policies and best practices. I was responsible for determining charges, collecting payments, arranging billing, and creating enrollment applications for new consumers in the company database.

I possess a professional telephone demeanor, knowledge of medical terminology, and strong creative problem-solving skills. My technical troubleshooting abilities and call center experience enable me to effectively handle claim investigations and provide excellent customer service.

I hold an Associate in Applied Science (AAS) degree from DeVry University in Pomona, California. I am eager to continue leveraging my skills and experience to contribute positively to a customer-focused organization.