Anna Ardoin
Baton Rouge
Summary
Motivated and results-driven customer service professional with a proven track record of maintaining high customer satisfaction and contributing to company success. Seeking a supervisory position where I can leverage my expertise in customer service, leadership skills, and dedication to excellence to drive team performance and enhance customer experiences.
Overview
15
15
years of professional experience
Work History
Customer Care Partner
Blue Cross Blue Shield of Louisiana
04.2023 - Current
- Assisted repeat callers by providing tailored support and resolving ongoing issues to ensure customer satisfaction.
- Conducted Bridge to Care training and educated members by enhancing their understanding and engagement with the services offered.
- Worked with Customer Service Streak Measures to monitor and improve service quality and consistency.
- Responded to member survey follow-ups, addressing feedback and implementing necessary improvements.
- Handle escalated emails from managers and directors, resolving complex issues efficiently.
- Previously managed escalated and supervisor calls, delivering high-level support to address critical concerns.
- Lead the Survey Completion Project Assigned
- Worked as a Point of Contact for supervisors
- Performed live monitors and shadowing
- Worked on CMWD Project, Ilinks and Claims Special Project
Account Advisor III
Blue Cross Blue Shield of Louisiana
07.2020 - 04.2023
- Selected to collaborate on special projects, demonstrating expertise and contributing to key initiatives within the company.
- Worked closely with Client Services groups during the early stages of projects, ensuring smooth implementation and client satisfaction.
- Promoted to Customer Care Partner due to consistent performance and proven ability to handle complex tasks and responsibilities.
Account Advisor
Blue Cross Blue Shield of Louisiana
06.2012 - 07.2020
- Provide comprehensive support to members and providers regarding benefits and claims inquiries.
- Support management by handling escalated emails, ensuring timely and effective resolution.
- Facilitate plan renewals in sales, guiding members through the process to ensure smooth transitions.
- Assist the Correspondence team with ADF loading, contributing to efficient document management.
- Collaborate with the Claims Department on Run-In and 003 claims, ensuring accuracy and timely processing.
- Update and manage Medicare COB information, maintaining compliance and accuracy.
- Coordinate with Provider Correspondence to ensure clear and accurate communication.
- Contribute to special projects assigned by the Manager, delivering high-quality results on time.
Senior Service Representative
Staples
11.2010 - 06.2012
- Assisted management in monitoring customer service representatives' performance metrics, including call volume, after-call work, and average handle time, to ensure operational efficiency.
- Empowered to make critical decisions that balance customer satisfaction with business objectives.
- Acted as a liaison between customers, customer service representatives, and management, advocating for both customer needs and employee concerns.
- Addressed customer inquiries, resolved issues, and provided detailed product information, ensuring a positive customer experience.
- Maintained a thorough understanding of company policies, products, and services, staying current with business developments.
- Trained new employees, imparting essential knowledge about company protocols and customer service best practices.
- Conducted quality assurance and monitored customer service representatives, ensuring adherence to company standards.
- Provided coaching and development opportunities to designated representatives, enhancing team performance.
- Collaborated closely with management to implement and enforce company policies and procedures.
- Conducted assessments for new hires, ensuring they meet company standards and are prepared for their roles.
Education
Associates - Information Technology
Louisiana State University
Baton Rouge, LA05.2002
Skills
- Skills: Adaptability, Multi-Tasking, Fast Learner, Energetic Work Attitude, Organizational Skills, Communication Skills, Creative Problem Solving, Training and Development, Data Entry & 10-Key Proficiency, Telecommunication & Call Monitoring, & Multi-line Phone System Management
- Tools: AS400, Avaya Phone, Sunrise, Microsoft Word, Microsoft Excel, and Microsoft Power Point
Timeline
Customer Care Partner
Blue Cross Blue Shield of Louisiana
04.2023 - Current
Account Advisor III
Blue Cross Blue Shield of Louisiana
07.2020 - 04.2023
Account Advisor
Blue Cross Blue Shield of Louisiana
06.2012 - 07.2020
Senior Service Representative
Staples
11.2010 - 06.2012
Associates - Information Technology
Louisiana State University
Similar Profiles
Trevor SavoieTrevor Savoie
Lead Cybersecurity IAM Engineer at Blue Cross Blue Shield of LouisianaLead Cybersecurity IAM Engineer at Blue Cross Blue Shield of Louisiana
Denni PaxtonDenni Paxton
Human Resources Specialist at Blue Cross Blue Shield Of LouisianaHuman Resources Specialist at Blue Cross Blue Shield Of Louisiana
Derrick JudsonDerrick Judson
Intake Coordinator I at Blue Cross and Blue Shield of LouisianaIntake Coordinator I at Blue Cross and Blue Shield of Louisiana
Theresa BowieTheresa Bowie
Parts Sales Manager at AutoZoneParts Sales Manager at AutoZone
Javin LeeJavin Lee
Mail Carrier at Family BusinessMail Carrier at Family Business