Experience

Anthem

• United States
• Insurance
• 700 & Above Employee

• Performance Quality Auditor

  • Sep 2013 - Present

  I review customer and provider calls to customer service to ensure the quality performance meets company standards. I review policies and procedures and assist in making suggestions for increased customer satisfaction. I review customer and provider calls to customer service to ensure the quality performance meets company standards. I review policies and procedures and assist in making suggestions for increased customer satisfaction.



The WellPoint Companies, Inc

• Customer Care Representative I

  • Apr 2012 - Sep 2013

  Answer incoming calls from members and providers to answer questions about their Medicareinsurance coverage.• Created training materials used daily to access various website tools and programs to assist withanswering calls• Selected to train peer-to-peer others on my team that are struggling with the job.• Chosen by my manager and supervisors as 1 of 6 co-workers for a selected team to handle moredifficult inquiries for our providers. Answer incoming calls from members and providers to answer questions about their Medicareinsurance coverage.• Created training materials used daily to access various website tools and programs to assist withanswering calls• Selected to train peer-to-peer others on my team that are struggling with the job.• Chosen by my manager and supervisors as 1 of 6 co-workers for a selected team to handle moredifficult inquiries for our providers.



Klipsch Group Inc

• Global Parts and Service Manager

  • Jul 2002 - Aug 2010

  Trained in and maintained excellent interpersonal and communication skills that complementedproven creative problem solving capabilities• Successfully pacified hostile or antagonistic callers and negotiated a mutually agreeable solution bypatiently providing alternatives to reconcile the customer's needs with the company's objectives• Provided superior customer service and work quality while demonstrating attention to detail, flexibilityand innovation in resolving problems.• Involved with all aspects of customer service and order entry including solving problems, answeringquestions, and working with customers to ensure fantastic service• Worked closely with the sales, service, engineering, and shipping departments to meet the needs ofthe customers



Town North Bank

• Customer Service Representative

  • Nov 1999 - Jun 2002

  Responded to inbound service calls in a fast-paced, high-volume call center• Consistently recognized as a Top 5 performer in the department• Responded to inbound customer inquiries regarding claim procedures• Researched new and followed up on existing disputes and problems• Handled large call volume while maintaining accuracy, efficiency, and a positive friendly attitude• Complete knowledge of federal credit card regulations Responded to inbound service calls in a fast-paced, high-volume call center• Consistently recognized as a Top 5 performer in the department• Responded to inbound customer inquiries regarding claim procedures• Researched new and followed up on existing disputes and problems• Handled large call volume while maintaining accuracy, efficiency, and a positive friendly attitude• Complete knowledge of federal credit card regulations



Sunglass Hut

• Assistant Manager, Watch Station (a div

  • May 1999 - Nov 1999



County Seat

• Store Manager

  • Jan 1999 - May 1999



Camelot Music

• Store Manager

  • Jun 1998 - Jan 1999