Courtney Tucker
Lugoff
Summary
Experienced Customer Service Advocate with background in resolving complex customer inquiries. Skills include problem-solving, communication, and maintaining high levels of customer satisfaction. Previous roles involved improving operational processes to enhance customer experience and reduce resolution times. Committed to providing exceptional service through every interaction.
Overview
8
8
years of professional experience
2004
2004
years of post-secondary education
Work History
FCMB Claims Customer Service Advocate II
Blue Cross Blue Shield of SC
Columbia
03.2025 - Current
- Assisted customers with inquiries about health insurance plans and services.
- Resolved customer complaints through effective communication and problem-solving techniques.
- Processed claims and verified eligibility for various health insurance benefits.
- Maintained accurate records of customer interactions in the company database system.
- Collaborated with team members to improve customer service processes and workflows.
- Educated members on policy details, coverage options, and enrollment procedures.
- Provided timely responses to customer emails and phone calls regarding account issues.
- Worked closely with other departments to ensure quality customer service delivery.
- Managed incoming calls from customers in a professional manner.
- Handled escalated calls for front-line associates to address complex issues and restore customer satisfaction.
- Data entry
- Mentored new employees on procedures and policies to maximize team performance.
Assistant Manager, Customer Service
Food Lion
Columbia
07.2024 - 02.2025
- Assisted customers with inquiries and resolved complaints effectively.
- Coordinated staff schedules to ensure adequate coverage during peak hours.
- Collaborated with management to implement new service initiatives.
- Streamlined checkout processes for improved efficiency during busy periods.
- Developed strategies to increase customer loyalty and retention rates.
- Identified areas where operational efficiencies could be improved upon.
- Provided customer service and assistance to customers in resolving issues and concerns.
- Trained and supervised customer service staff on policies, procedures, and best practices.
Store Manager
Farmers Home Furniture
Camden
12.2017 - 02.2023
- Managed daily operations and ensured smooth store functionality.
- Trained and mentored staff to enhance customer service skills.
- Oversaw inventory management and maintained stock levels efficiently.
- Conducted staff meetings to communicate goals and updates effectively.
- Developed promotional displays to attract customer attention and interest.
- Handled customer inquiries and resolved issues promptly and professionally.
- Monitored sales performance and adjusted strategies as needed for improvement.
- Ensured compliance with company policies and safety regulations consistently.
- Recruited, trained and supervised new employees.
- Managed inventory tracking and physical inventory counts to minimize loss.
- Resolved customer complaints in a timely manner.
- Administrative duties
Education
Lugoff Elgin High School
Lugoff, SCSkills
- Claims processing
- Customer relationship management
- Data Entry
- Customer Service
- Clerical
- Typing
- Record keeping
- Professional telephone demeanor
- Call center experience
Timeline
FCMB Claims Customer Service Advocate II
Blue Cross Blue Shield of SC
03.2025 - Current
Assistant Manager, Customer Service
Food Lion
07.2024 - 02.2025
Store Manager
Farmers Home Furniture
12.2017 - 02.2023
Lugoff Elgin High School