De'Lond Whitfield
Kinston
Summary
Empathetic customer service professional with a proven track record of effectively handling high-volume inquiries in retail, health insurance, and food service environments. Skilled in multitasking, de-escalating concerns, and learning complex systems quickly. Dedicated to advancing into healthcare support, leveraging strong communication, effective problem-solving, and proficiency in technology within virtual settings.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Blue Cross Blue Shield
Durham
04.2024 - 06.2025
- Responding to inquiries: Assisting members and providers via phone, email, or chat regarding their health insurance plans, benefits, claims, and billing.
- Problem resolution: Investigating and resolving customer concerns, including complex claim processing issues and appeals, according to BCBSND and internal standards.
- Information provision: Providing accurate and timely information on policies, coverage, eligibility, and network providers.
- Documentation and record keeping: Maintaining detailed records of customer interactions and actions taken in relevant systems.
- Collaboration: Working with other departments, such as claims and provider relations, to resolve issues effectively.
- Compliance: Ensuring adherence to company policies, procedures, and regulatory requirements like HIPAA.
- Maintaining customer satisfaction: Striving to deliver positive customer experiences through empathetic communication and efficient problem-solving
Assistant Manager
Arby’s
Kinston
08.2019 - 04.2024
- Supervised a fast-paced team while maintaining quality service standards.
- Handled high call volumes for takeout orders and resolved order discrepancies.
- Navigated POS and internal systems for order tracking and updates.
- Promoted team communication and rapid conflict resolution.
Cashier & Customer Service Associate
Walgreens
Kinston
01.2017 - 07.2019
- Responded to diverse customer inquiries and educated customers on store policies.
- Managed transactions and resolved issues quickly and efficiently.
- Maintained accuracy and attention to detail in fast-paced conditions.
Education
Associate of Arts -
Pitt Community College
Winterville, NCSkills
- Provider/client support
- Telephonic customer assistance
- High-volume setting
- Problem solving
- Problem source evaluation
- Multi-system navigation
- Data entry
- Conflict resolution
- Customer advocacy
- Microsoft Office
- Windows navigation
- Adaptability
- Time management
- HIPAA awareness
- Windows OS
- Microsoft Office Suite
- Web-based platforms
- Chat support tools
- Learning proprietary systems
- Telecommuting software
- Zoom
- Google Workspace
- Slack
Certification
- Introduction to Healthcare Customer Service – [Free Online Course]
- HIPAA Basics for Providers
Additional Highlights
- Available for 8-hour shifts between 9:35 AM – 6:05 PM EST
- Proven reliability in attendance and shift flexibility
- Strong interpersonal and written communication skills
- Fast learner, eager to grow in healthcare service
Timeline
Customer Service Representative
Blue Cross Blue Shield
04.2024 - 06.2025
Assistant Manager
Arby’s
08.2019 - 04.2024
Cashier & Customer Service Associate
Walgreens
01.2017 - 07.2019
Associate of Arts -
Pitt Community College
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