MARCELLE MITCHELL
Columbia
Summary
Customer service and insurance claims specialist with over 10 years of experience in fast-paced environments, including remote work. Proficient in CMS, Active Directory, Microsoft Office, Citrix, Power BI, Cisco, Power School, and Mac OS. Demonstrated ability to lead teams of 12-25 employees, ensuring high levels of customer satisfaction. Recognized for effectively resolving escalated customer support issues and achieving business objectives.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Technical Support Representative
Combined Insurance
12.2024 - 05.2025
- Provided first-line technical support to policyholders, agents, and internal teams.
- Resolved issues related to system access, e-claims submissions, and mobile applications.
- Troubleshot browser, password, and app performance problems via phone, email, and remote sessions.
- Documented all resolutions to ensure quality assurance and performance tracking.
- Collaborated with IT and claims teams to escalate complex issues and ensure resolution.
- Conducted routine system tests and reported technical bugs for product improvement.
- Maintained knowledge of insurance products, claims processes, and compliance standards.
- Consistently exceeded metrics in customer satisfaction and case resolution.
Eligibility Case Worker
TEKsystems
Columbia
09.2023 - 11.2024
- Processed applications, renewals, and income/resource verifications.
- Provided call center support, assisting customers with the portal and documentation.
- Conducted follow-ups to obtain missing information and updated records.
- Supported large-scale data conversion and unwinding initiatives.
- Acted as team lead for 3–4 case workers, managing workloads and quality.
- Coordinated with program managers and state counterparts to optimize project execution.
Claims Customer Service Advocate
Blue Cross Blue Shield
Columbia
02.2023 - 08.2023
- Answered inbound calls regarding Medicare policies, billing, and eligibility.
- Delivered accurate guidance aligned with CMS and internal protocols.
- Resolved complex inquiries while documenting interactions precisely.
- Exceeded KPIs including first-call resolution and quality assurance scores.
- Participated in compliance and training initiatives to stay up to date on regulations.
Information Technology
Lexington School District One
Lexington
07.2022 - 02.2023
- Provided hands-on technical support to staff and students via multiple channels.
- Installed and configured Windows and Mac systems and essential software.
- Replaced network hardware (switches, access points); ran cabling as needed.
- Used the district’s ticketing system to track and complete technical issues.
Supervisor
Teleperformance
Columbia
01.2018 - 05.2022
- Managed 10–20 agents in-person and remotely, ensuring team readiness and productivity.
- Delivered performance coaching based on quality metrics and call reviews.
- Trained new hires through structured onboarding programs.
- Acted as technical liaison, assisting agents with system-related issues.
- Handled client communications regarding team operations and metrics.
Patient Care Advocate
Teleperformance
Columbia
05.2017 - 01.2018
- Responded to calls from members, providers, and physicians regarding pharmacy benefits.
- Resolved mail order and claims issues in collaboration with internal departments.
- Maintained detailed documentation and ensured timely issue resolution.
- Identified and escalated concerns requiring urgent or specialized attention.
Education
Some College (No Degree) -
Lehigh Carbon Community College
SchnecksvilleSome College (No Degree) - Business Administration
American InterContinental University
AtlantaSkills
- Technical troubleshooting
- Software support
- Microsoft office specialist (MOS) expert
- Ticket management
- System documentation
- Insurance & Claims Systems
- Customer Service & Call Center Operations
- Documentation & Case Management
- Team Leadership & Training
Certification
- Google IT Support Professional Certificate
- The Bits and Bytes of Computer Networking
Accomplishments
- Supervisor of the month
- Monthly bonuses
Timeline
Technical Support Representative
Combined Insurance
12.2024 - 05.2025
Eligibility Case Worker
TEKsystems
09.2023 - 11.2024
Claims Customer Service Advocate
Blue Cross Blue Shield
02.2023 - 08.2023
Information Technology
Lexington School District One
07.2022 - 02.2023
Supervisor
Teleperformance
01.2018 - 05.2022
Patient Care Advocate
Teleperformance
05.2017 - 01.2018
Some College (No Degree) -
Lehigh Carbon Community College
Some College (No Degree) - Business Administration
American InterContinental University
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