Toby Atkins
High Point
Summary
To secure a position as to where I can utilize my customer service, quality assurance, and organizational skills to enhance my professional development and positively contribute to the organization through increased satisfaction.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
BCBSNC
04.2024 - 01.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
A1A Advocate
A1A Advocate
12.2021 - 03.2024
- Company Overview: Aetna - High Point, NC
- Acts as a single-point-of-contact for the member
- Explains member plan of benefits, claim status information, benefit coverage, plan eligibility, dental, vision, pharmacy, HSA, provider details, care management, on-boarding, tool usage and available programs / resources
- Provides high-quality, customer-focused telephonic service using knowledge of procedures and systems to meet and / or exceed customer satisfaction
- Works with case managers for members requiring urgent or emergent service, or services rendered in a setting other than a practitioner's office
- Provides high-quality, customer-focused telephonic service using knowledge of procedures and systems to meet and / or exceed customer satisfaction
- Aetna - High Point, NC
Benefit Advocate
United HealthCare
01.2014 - 11.2021
- Company Overview: Greensboro, NC
- Intervene with care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling and/or resolve billing issues
- Proficient in internal systems such as: Behavioral Analytics, COSMOS, MIIM, ICUE
- Respond to and resolve on the first call, customer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence
- Meet the performance goals established for the position in the areas of: quality, customer satisfaction, first call resolution, Advocate4Me and attendance
- Greensboro, NC
Customer Service Representative
Aon Hewitt/Randstad
01.2013 - 01.2014
- Company Overview: Salem, NC
- Assisted incoming associate calls with assistance with Open enrollment, benefits and Spending accounts
- Process transactions, answer questions, resolve issues and respond to inquiries
- Assist customers with their HRA and YSA accounts
- Scheduled enrollment and education appointments for customers
- Salem, NC
Education
No Degree -
HIGH POINT CENTRAL
High Point, NC06-1978
Skills
- Documentation review
- Customer service
- Medical terminology
- Responding to customer situations with sensitivity
- Time-Management
- Detail Oriented
- Team work
- Data entry
- Communication skills
- Phone etiquette
- Active listening
Timeline
Customer Service Representative
BCBSNC
04.2024 - 01.2025
A1A Advocate
A1A Advocate
12.2021 - 03.2024
Benefit Advocate
United HealthCare
01.2014 - 11.2021
Customer Service Representative
Aon Hewitt/Randstad
01.2013 - 01.2014
No Degree -
HIGH POINT CENTRAL
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