Misty Staats
White Hall
Summary
Dynamic customer care advocate with over 11 years of experience in resolving inquiries and enhancing satisfaction. Proven ability to mentor new hires and streamline processes for improved efficiency.
I have a desire to help people in their difficult times and ensure they understand their benefits.
I am ready and willing to learn new things so I can grow within the comapny,
Overview
20
20
years of professional experience
Work History
Customer Care Advocate
Health Care Service Corporation
Jacksonville, IL
10.2014 - Current
- From October 2014 to September 2017 I worked as a telephone customer advocate. My day consisted of helping members with inquiries regarding claims, benefits, and locating providers within their networks.
- While in this position I also became a learning coach and assisted new hires with preparing for their roles with the company.
- Starting in September 2017 I became a correspondent advocate. In this role I did many of the same functions as I did on telephones except it was all via messaging system on the Blue Access for Members portal. Inquiries consisted of benefit questions, claim questions, appeals, and other inquiries involving health care needs.
- With this role, I also became trained on prescription drug inquiries and was given access to work inquiries for employees of the company.
- I also became highly proficient in coordination of benefits inquiries and loved working these inquiries and assisting my peers when they get these inquiries.
- Resolved customer inquiries and concerns through effective communication and problem-solving techniques.
- Educated members on health plan benefits, enhancing understanding and satisfaction with services provided.
- Collaborated with cross-functional teams to streamline processes, improving customer service efficiency.
- Worked closely with other departments when necessary to address interrelated concerns affecting customer experience.
- Used effective time management strategies to handle fluctuating workloads without sacrificing quality or accuracy.
- Mentored new hires by sharing knowledge and providing guidance, contributing to a more competent and cohesive team overall.
- Maintained detailed records of each interaction, ensuring accurate documentation for future reference or follow-up purposes.
- Navigated multiple computer systems and applications to find information.
- Investigated and resolved customer inquiries and complaints quickly.
Customer Service Representative
Computer Science Corporation, CSC
Jacksonville, IL
06.2012 - 09.2014
- Resolved customer inquiries efficiently through multiple communication channels, enhancing overall satisfaction.
- Managed and maintained customer accounts, ensuring accurate information and timely updates.
- Assisted in troubleshooting technical issues, providing clear guidance to customers for resolution.
- Developed training materials for new staff, improving onboarding process and knowledge retention.
- While in this position, I was a call center representative assisting individuals with their life insurance policies.
- When I left the company, they decided my notes were so thorough they retained them to utilize as training material for future classes.
Cashier
Farm and Home Supply
Jacksonville, IL
03.2012 - 10.2012
- Processed customer transactions efficiently using point-of-sale systems.
- Maintained accurate cash drawer balance and reconciled discrepancies promptly.
- Assisted customers with product selection and inquiries to enhance satisfaction.
- Collaborated with team members to improve checkout procedures and reduce wait times.
Bank Teller
Premier Bank
White Hall, IL
07.2007 - 01.2012
- Processed customer transactions efficiently, ensuring accuracy and compliance with banking regulations.
- Assisted customers with account inquiries and resolved issues, enhancing overall customer satisfaction.
- Maintained cash drawer integrity, balancing daily transactions to prevent discrepancies.
- Trained new staff on operational procedures and customer service standards to promote team effectiveness.
Office Worker
Stix Envelope
Roodhouse, IL
10.2006 - 07.2007
- Assisted with filing print templates that were used to create the envelope images.
- Assisted with entering bookkeeping information.
Cook
Main Street
White Hall, IL
07.2006 - 07.2007
- Prepared and cooked meals in accordance with menu specifications.
- Maintained cleanliness and organization of kitchen workstations to ensure compliance with health standards.
- Collaborated with team members to streamline food preparation processes, enhancing efficiency during peak hours.
- Trained new staff on cooking techniques, safety protocols, and proper equipment usage.
Education
Unable To Complete Due To School Ending Program - Medical Billing And Coding
Lewis And Clark Community College
Alton, ILHigh School Diploma -
North Greene High School
White Hall05-2008
Skills
- Active learning
- Call center experience
- Data entry proficiency
- Complaint handling
- Empathy display
- Customer service
- Time management
- Multitasking and organization
- Inbound customer service
- Active listening
- Adaptability and flexibility
- Verbal and written communication
Timeline
Customer Care Advocate
Health Care Service Corporation
10.2014 - Current
Customer Service Representative
Computer Science Corporation, CSC
06.2012 - 09.2014
Cashier
Farm and Home Supply
03.2012 - 10.2012
Bank Teller
Premier Bank
07.2007 - 01.2012
Office Worker
Stix Envelope
10.2006 - 07.2007
Cook
Main Street
07.2006 - 07.2007
Unable To Complete Due To School Ending Program - Medical Billing And Coding
Lewis And Clark Community College
High School Diploma -
North Greene High School