Marjorie Dean-King
Piedmont
Summary
Highly-motivated individual with desire to take on new challenges where I can help the team to achieve corporate goals.
Overview
19
19
years of professional experience
Work History
Membership Analyst
Blue Cross Blue Shield of SC
Columbia, SC
10.2021 - Current
- Documentation of production, including research of group files.
- Customization of benefit language.
- Editing/corrections of benefit books.
- Coordinate with marketing representatives when needed.
- Ensures the distribution of books are accessed in an accurate and timely manner which includes imaging and web migration of the documents.
Account Advocate
Blue Cross Blue Shield of SC
Columbia, SC
10.2019 - 10.2021
- Assisted agents in resolving billing disputes and discrepancies.
- Provided customer service to internal and external agents via phone and email.
- Answer phones and provided internal and external agents with clients policy information once verified with HIPPA.
- Accurately entered clients data in our systems via fax, email or telephone.
- Identified root cause of agents issues and escalated when needed.
- Conducted searches to find needed information per agents request.
- Assisted work flow of other departments when needed.
- Responded promptly to all incoming calls, emails, from agents.
- Assisted agents with client payments.
Customer Service Representative
Blue Cross Blue Shield of SC
Columbia, SC
07.2014 - 10.2019
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed strong relationships with customers by providing personalized assistance and support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered inbound calls to facilitate customer service.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Assisted members with making payments via IVR.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Made outbound calls to obtain account information.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
Inside Sales Representative
Beemer Precision
Fort Washington, PA
08.2007 - 07.2013
- Answer calls and provide necessary information on their orders.
- Expedited customer orders for quick delivery and to promote satisfaction.
- Liaised between outside sales representatives and accounts to optimize customer service.
- Managed customer inquiries through phone and email communication.
Education
High School Diploma - General Studies
Upper Dublin Senior High School
Fort Washington, PASkills
- Task Prioritization
- Multitasking
- Interpersonal Communication
- Attention to Detail
- Microsoft Word
- Computer Skills
- Strong organizational
- Time management
- Positive attitude
- Attentive listening
- Excellent phone etiquette
- Ability to work independently or within a team
- Written and oral communication
Timeline
Membership Analyst
Blue Cross Blue Shield of SC
10.2021 - Current
Account Advocate
Blue Cross Blue Shield of SC
10.2019 - 10.2021
Customer Service Representative
Blue Cross Blue Shield of SC
07.2014 - 10.2019
Inside Sales Representative
Beemer Precision
08.2007 - 07.2013
High School Diploma - General Studies
Upper Dublin Senior High School