LeAnn Williams
Stafford,VA
Summary
With a proven track record at Highmark Northeastern New York, I excel in customer support and complaint resolution, enhancing client satisfaction and loyalty. My expertise includes staff training and cross-functional collaboration, significantly exceeding performance targets. Known for maintaining professionalism under pressure, I consistently deliver top-tier service, contributing to team success and operational excellence.
Enthusiastic Senior Customer Service Representative with more than 3 years of customer service and order management experience adds value to business by providing outstanding customer service, engaging customers and building relationships with buyers. Exhibits strong command of company's customer service policies and remains well-trained in product knowledge to offer quick and accurate assistance to customers. Operates at high level to consistently meet or exceed business quality and productivity standards.
Overview
4
4
years of professional experience
Work History
Senior Customer Service Representative
Highmark Northeastern New York
06.2023 - Current
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Mentored junior team members, contributing to their professional development and overall team success.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
- Escalated issues to proper supervisors when standard processes were not effective.
- Trained new personnel regarding company operations, policies and services.
- Trained staff on operating procedures and company services.
- Cross-trained and provided backup support for organizational leadership.
- Top 3 company-wide performer in quality as a Senior CSR for Northeastern NY commercial operations. Managed all communication channels (email, SharePoint, ZIX) and provided expert support to CSRs via assist lines, chat, and coaching, resolving escalated calls, call backs, and social media inquiries. Proactively maintained low inventory levels, ensuring timely follow-up and updates. Developed expertise in Medicare Part D coverage, claims processing, spending accounts, prior authorizations, and benefits. Successfully conducted provider outreach HW334 forms, SNOW, ARROW and SARAH access and doing PBE with call reviewing, collaborating effectively with PIM, Sales, and Client Managers. Consistently exceeded expectations with excellent performance scores.
- Met and work close with Client Managers on complex cases helping resolve current and future group issues.
- Lead the team with the major medical crossover issue on members not receiving there payments . Collected information and worked with claims and management to get claims processed.
- Coaching and pulling calls for reviewing
- Also taught the CARE training
Customer Service Advocate
Highmark Blue Cross Blue Shield
04.2022 - 06.2023
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Highly efficient customer service advisor proficient in handling inbound and outbound calls, emails, and multiple systems concurrently. Expert in troubleshooting and resolving customer complaints (individuals, groups, providers, and brokers) while adhering to strict service standards and quality metrics. Proven ability to navigate complex issues, communicate technical information clearly, and maintain composure in a fast-paced environment. Responsibilities included timely processing of inquiries, preparing service adjustments, and escalating issues appropriately. Maintained accurate records and consistently met production and adherence standards.
- Highly versatile customer service representative supporting a wide range of member needs across multiple platforms (CSD, Alegeus, CMS, Blue Square, Express Scripts, 4UM, Predictal, SVA). Responsibilities include managing member portal inquiries, handling escalated member issues, coordinating with inventory teams, and providing comprehensive support for Commercial, Non-PG, and PG group calls encompassing claims, spending, RX, prior authorizations, and benefits. Expertise extends to all aspects of spending account management (HRA, HSA, FSA, Wellness/Fitness), including claim processing, provider communication, payment reconciliation, and vendor support (including New York vendors transitioning to spending account management). Proficient in reviewing intake forms, explaining account functionality to members, and providing real-time support via chat. Maintain meticulous records and proactively manage workload via an updated work list.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.
- Participated in regular performance evaluations, consistently exceeding expectations in key metrics such as first-call resolution rate.
- Developed comprehensive knowledge of company products and services to provide accurate information to customers.
- Collaborated with cross-functional teams to address complex customer issues and improve overall experience.
Customer Service Representative
Blue Shield of CA
11.2020 - 04.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Customer-focused service advisor with excellent written and verbal communication skills, adept at simplifying complex information for diverse audiences (individuals, groups, providers, and brokers). Proficient in handling high volumes of inbound and outbound calls and emails, resolving customer complaints efficiently and effectively while consistently meeting quality and adherence standards. Responsibilities included troubleshooting technical issues, preparing service adjustments, and escalating complex problems as needed. Maintained accurate records and consistently exceeded expectations in a fast-paced environment.
Education
High School Diploma -
North Stafford High School
Stafford, VA06-1999
Skills
- Customer support
- Complaint resolution
- Quality assurance
- Payment processing
- Call control
- Database management
- Account management
- Staff training
- Credit card processing
- Documentation review
- Escalation management
- Cross-functional collaboration
- Service recommendations
- Call center experience
- De-escalation techniques
- Representative training
- Team monitoring
- Email management
- Call auditing
- Customer service
- Customer relations
- Calm and professional under pressure
- Remote office availability
- Product knowledge
- Call documentation
- Recordkeeping strengths
- Call center operations
- Administrative and office support
SQM World Class Certified
QM Group is widely considered a leading expert in call center First Call Resolution (FCR), specializing in measuring, benchmarking, and improving a company's ability to resolve customer inquiries on the first contact through their customer experience analysis tools and research practices; essentially, they are recognized as the go-to company for call center FCR expertise.
Timeline
Senior Customer Service Representative
Highmark Northeastern New York
06.2023 - Current
Customer Service Advocate
Highmark Blue Cross Blue Shield
04.2022 - 06.2023
Customer Service Representative
Blue Shield of CA
11.2020 - 04.2022
High School Diploma -
North Stafford High School
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