Maurisha Mcnair
Plymouth
Summary
Dedicated customer advocate with extensive experience guiding members through health insurance needs, including plan education, eligibility inquiries, and effective issue resolution. Currently contributing to the Federal Employee Program (FEP) at Florida Blue, delivering exceptional service through comprehensive phone support, meticulous documentation, and prompt follow-up. Recognized for professionalism and strong communication skills, with a proven ability to thrive in fast-paced environments while maintaining a focus on member satisfaction. Committed to enhancing the customer experience by leveraging industry knowledge and a solutions-oriented approach.
Overview
15
15
years of professional experience
Work History
Customer Service Advocate
Blue Cross Blue Sheild Florida Blue
05.2023 - Current
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Facilitated claims processing by coordinating with internal departments for accurate information retrieval.
- Educated members on healthcare plans, benefits, and eligibility criteria to enhance understanding.
- Managed escalated issues with professionalism, ensuring timely resolutions and high customer satisfaction.
- ·Documented member interactions accurately in the system, ensuring proper follow-up and resolution
Technical Support Representative
Asurion
02.2019 - 08.2022
- Coordinated with Level 1 technical support specialists to take over calls outside their level of support.
- Assisted customers with more difficult technical issues requiring a greater level of personalized care and in greater length.
- Escalated support desk tickets to Level 3 in the most crucial circumstances and after considerable time had been spent on a single ticket.
- Solved 99.2% of Level 2 tech support tickets without needing to escalate to Level 3 tech support engineers.
Technical Support Representative
Kelly Services
11.2015 - 01.2019
- Identified, researched, and resolved problems of customers over phone, email, and internet chat for electronic devices.
- Tracked open tickets and monitored the ticket progress and closed ticket items when problems are resolved.
- Maintained and managed IT inventory, monitored WAN and LAN connectivity, and updated the company's website.
- Completed detailed reports, developed detailed technical guides, and performed other duties as assigned by managers.
- Enhanced help desk ticket system, reducing solution time by 45%.
Collection Representative
Regional Acceptance Corporation
12.2010 - 09.2015
- Researched and solved customer questions and disputes relating to their account.
- Updated and maintained account information also negotiated repayment plan on past due the customer accounts.
- Completed phone calls to meet required performance standards; required to multi-task, meet deadlines while exceeding assigned goals and expectations.
- Used skip tracing resources and updated information in the company system to locate debtors.
Education
High School Diploma -
Plymouth High School
Plymouth, NC06-2006
Associate of Applied Science - Nursing
Beaufort Community College
Washington, NC06-2028
Skills
- 75 WPM and 18750 KPH (9 years)
- Customer Service & Member Support
- Federal Employee Program (FEP) Experience
- Insurance Benefits & Coverage Support
- Call Handling & Documentation
- Precertification / Intake Support (Exposure)
- Data Entry & Accuracy
- HIPAA & Confidentiality Awareness
- Microsoft Outlook, Word, Excel
- Multitasking & Time Management
- Escalations & Issue Resolution
- Communications
- Call Center
- Receptionist
- Technical Support
- Troubleshooting
- Accounts receivable
- Windows
- Data entry
Timeline
Customer Service Advocate
Blue Cross Blue Sheild Florida Blue
05.2023 - Current
Technical Support Representative
Asurion
02.2019 - 08.2022
Technical Support Representative
Kelly Services
11.2015 - 01.2019
Collection Representative
Regional Acceptance Corporation
12.2010 - 09.2015
High School Diploma -
Plymouth High School
Associate of Applied Science - Nursing
Beaufort Community College
Assessments
- Verbal Communication — Proficient
- October 2019
- Speaking clearly, correctly, and concisely
- Full results: Proficient
- Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Additional Information
- SKILLS & ABILITIES
- Proficient in numerous computer applications and software, including MS Word, Power Point, Excel, and several others.
- Solid foundation on customer care and relations, with vast experience in the field.
- Highly motivated and driven to achieve set goals and targets.
- Superb ability to multitask, able to handle multiple duties and responsibilities without sacrificing quality of work.