Glennzetta R. Moore
Shreveport
Summary
Results-driven professional with a strong focus on enhancing customer satisfaction and team performance. Expertise in monitoring call center efficiency and implementing training programs that promote operational excellence. Committed to fostering collaboration and achieving performance goals through effective coaching and conflict resolution.
Overview
25
25
years of professional experience
Work History
Customer Service Supervisor
LOUISIANA BLUE
10.2022 - Current
- Administers all HR functions, including but not limited to, hiring, terminating, conducting performance reviews, setting performance standards, approving work schedules, assigning, and directing workload, training, and developing staff, coaching, etc. to ensure team goals are met.
- Acted as the subject matter expert for assigned staff and maintained thorough knowledge of required business lines, recent laws and regulations, HCPCS coding, ICD-10 codes, medical terminology, computer systems, and customer service and claims policies to promote consistent delivery of excellent customer service.
- Managed staff turnover, schedule adherence, quality performance, and employee and member satisfaction to align with team and departmental goals.
- Monitored call center tools to optimize resource efficiency.
- Supported staff by providing answers to questions and technical assistance during daily operations.
- Monitors the aging process on all Action Requests entered from department to ensure compliance with MTM and Corporate guidelines which include assisting advisors in answering questions regarding adjustments, refunds, and edits to ensure completeness and accuracy when responding to customers.
- Reviews all MTM and Quality Management audits and responses and/or counsels accordingly to maintain quality and compliance standards.
- Identified and addressed system problems impacting quality and productivity by collaborating with personnel for corrections, documenting findings, and educating staff on system issues and changes to benefits and company policies for accurate resolutions.
- Additional Accountabilities and Essential Functions
Group Service Specialists
LOUISIANA BLUE
07.2017 - 10.2022
- Assists Account Managers and Account Executives in the group renewal process by preparing uncontested renewals of existing group business and completing necessary internal and external renewal documentation to attain the retention goals of the company.
- Assisted Account Managers and Account Executives in the group enrollment process. Conducted employee meetings and answered benefit questions to promote accurate group installation and renewal processes.
- Backed major service issues by liaising with brokers and group leaders to ensure timely resolutions.
- Provides on-site training to brokers and group leaders on the various electronic tools available through BCBSLA and/or Blue Benefit Services (BBS) to foster the adoption of these tools.
- Coordinated home office visits for prospective or renewing groups by arranging staff availability and assisting in developing group presentations to support company membership and retention goals.
- Documents and forwards employee requests for claims related issues, benefit questions or supply requests to be handled by the appropriate internal department.
- Maintained updated records of telephone conversations, notes, meetings, and documents in the corporate automated tracking system for easy retrieval.
- Handled payments from members by posting to the EBilling site or sending them to Accounts Receivable.
Account Advisor III
LOUISIANA BLUE
08.2014 - 09.2017
- Managed client accounts and ensured satisfaction with services provided.
- Developed and maintained strong relationships with key clients and stakeholders.
- Assisted clients in understanding product offerings and resolving inquiries effectively.
- Handled escalated calls, providing resolution and support to ensure satisfactory outcomes; assisted co-workers on the assist line with guidance and coaching on benefits, claims status, and caller concerns. Partnered with new hires to offer mentorship and support.
- Maintained up-to-date knowledge of business lines, company policies, laws, regulations, HCPCS coding, ICD-9 codes, and medical terminology to ensure accurate service to members and providers in the call center. Composed and proofread communication for customers, group leaders, brokers, and insurance companies.
Account Advisor I & II
LOUISIANA BLUE
05.2011 - 07.2014
- Answered member and provider calls, assisting with claim research and adjustment updates while advising on benefits coverage. Delivered excellent customer service by resolving product or service issues, clarifying complaints, determining causes, selecting solutions, expediting corrections, and maintaining accurate customer records.
- Guided clients through product selection and account management processes.
- Collaborated with teams to develop tailored solutions for customer needs.
- Analyzed client feedback to enhance service delivery and satisfaction.
- Assisted with new hire training, coaching and mentoring during call handling, and providing side-by-side observations. Worked in lobby office monthly to address member inquiries regarding coverage, claims, and payments, while supporting Sales and Marketing staff with customer service-related inquiries.
Rewards Clerk
DIAMONDJACKS CASINO
04.2008 - 03.2010
- Publicized special promotions, events, and concerts by informing patrons of promotion details and eligibility criteria, and registered them for incentives based on their play.
- Announced gaming promotion winners and advertised prizes while engaging with players on the casino floor to increase awareness of special promotions and ensure effective sign-up communication.
- Executed data entry of customer personal information and answered inquiries about the casino.
Admitting Clerk
NEW BRANCH OF ZION CHEMICAL DEPENDENCY CENTER
05.2001 - 09.2005
- Greeted patients and families, collected personal information, and entered it into company database. Updated patient files, verified insurance, and communicated with medical staff to address patient needs, ordered medical supplies for clinic, and assisted with additional requirements.
- Greeted patients upon arrival at chemical dependency center.
- Collected patient information to ensure accurate records.
- Handled phone inquiries regarding admission procedures and requirements, providing clear guidance to prospective patients.
Education
Bachelor of Science - Business, Business Analytics
University of Phoenix
Phoenix, AZ05-2027
Associate Degree - Occupational Studies, Surgical Technology
Career Technical College
01-2010
Certificate - Emergency Medical Technology
Southern University
01-2006
Skills
- Quality auditing
- Process Improvement
- Customer Retention
- Problem solving
- Team leadership
- Conflict resolution
- Employee training
- Conflict resolution
- Quality auditing
- Process Improvement
- Time management
- Problem solving
- Communication
- Call center operations
- Customer Retention
- Team building
- Client Relationship Management
References
Available Upon Request
Timeline
Customer Service Supervisor
LOUISIANA BLUE
10.2022 - Current
Group Service Specialists
LOUISIANA BLUE
07.2017 - 10.2022
Account Advisor III
LOUISIANA BLUE
08.2014 - 09.2017
Account Advisor I & II
LOUISIANA BLUE
05.2011 - 07.2014
Rewards Clerk
DIAMONDJACKS CASINO
04.2008 - 03.2010
Admitting Clerk
NEW BRANCH OF ZION CHEMICAL DEPENDENCY CENTER
05.2001 - 09.2005
Bachelor of Science - Business, Business Analytics
University of Phoenix
Associate Degree - Occupational Studies, Surgical Technology
Career Technical College
Certificate - Emergency Medical Technology
Southern University