Torrie Broy
Greenville,NC
Summary
Hardworking customer service representative assessed charges for services requested or collected deposits and payments. Contacted customers regarding status updates or adjustments. Trained customers on new policies or procedures and responded to emails or messages in timely manner.
Overview
5
5
years of professional experience
Work History
Claims Customer Service Representative
Cigna Healthcare
06.2022 - 07.2024
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Reduced errors in claim submissions by providing clear guidance to policyholders on required documentation and information needed for processing.
- Demonstrated adaptability in managing a diverse range of claim types across multiple insurance products while maintaining high-quality standards throughout the process.
Advisor I
Nelnet Student Loan Services
10.2020 - 05.2022
- Planned, developed, and implemented strategies to convey information with key decision makers.
- Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times.
- Assisted in the development of training materials for new advisors, improving overall team performance.
- Developed long-lasting relationships with clients to ensure consistent retention and loyalty.
- Utilized advanced CRM tools to track client interactions efficiently while maintaining detailed records of their individual goals, preferences, and concerns.
Customer Support Specialist
Maximum Healthcare
05.2019 - 10.2020
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Monitored performance metrics regularly, identifying trends that indicated opportunities for process improvements or additional training needs within the team.
Education
Associate of Arts - Paralegal
Pitt Community College
Winterville, NC2025
High School Diploma -
Granby High School
Norfolk, VA06.2021
Skills
- Data entry proficiency
- Compliance Awareness
- Call Management
- Customer Education
- Complaint Handling
- Compliance requirements
- Student Development
- CRM Software
- Quality Assurance
- Live chat support
- Technical Troubleshooting
- Payment Processing
- Collaborative Team Player
Timeline
Claims Customer Service Representative
Cigna Healthcare
06.2022 - 07.2024
Advisor I
Nelnet Student Loan Services
10.2020 - 05.2022
Customer Support Specialist
Maximum Healthcare
05.2019 - 10.2020
Associate of Arts - Paralegal
Pitt Community College
High School Diploma -
Granby High School
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