Carmen Tolbert Email & Phone Number

Solon, Ohio, United States

Solon, Ohio, United States

Solon, Ohio, United States

Solon, Ohio

Raleigh-Durham, North Carolina Area

Led customer support team to handle email and inbound or outbound calls in compliance with customer service standards. Effectively managed development and maintenance of employees through recruitment, orientation, and training. Received promotion from Customer Success Specialist to Customer Success Manager within 10 months of employment.Increased the company NPS from -34 to +30 by reducing customer complaints and refund request.Analyzed departmental progress against key performance indicators and developed improvement strategies accordingly.Spearheaded multiple cross-team projects to promote operational efficiency and better customer experience.Evaluated the daily performance of operations specialist and organized valuable training sessions for skills improvement.Tackled customer issues and handled customer escalations for VP of Sales and Customer Success.

Durham, North Carolina

Durham, North Carolina

Determined patterns of inconsistent and inaccurate claims filing practices among customers and providers while educating customers and providers on acceptable BCBSNC practices and policies.Promoted to Knowledge Transfer Professional (KTP) for providing excellent customer service to internal/external customers. Reviewed authorization requests to determine member eligibility and benefits in the Prior Authorization Department.Efficiently resolved complex customer billing issues requiring an escalation or exception.

Columbus, Ohio

Began as Assistant Teacher and was promoted to Lead Teacher in June of 2013. Provided a safe and nurturing learning environment for preschoolers and developed age appropriate lesson plans to enrich social development.

Hilo, Hawaii

Strengthened relationships with customers and provided benefit and claims information in response to HMSA customer inquiries.Credited by management for exceeding all key performance result areas within first 6 months of employment.Achieved optimal customer satisfaction by identifying and anticipating customers’ unexpressed needs or concerns.

Cleveland/Akron, Ohio Area

Processed cancellations, reinstatements, and policy change requests in compliance with company policies and procedures.Applied proper telephone techniques and etiquette to promptly respond to inbound calls of agents form 48 states requiring assistance with underwriting guideline interpretation, payment/billing inquiries, and technical issues.Attained 100% average monthly quality assurance score and recognized as top performer three times.

Greater Nashville Area, Tn

Utilized in-depth knowledge of insurance policies to provide quotes to customers requesting changes to their existing policy. Combined financial and administrative skills to collect payments from customers and maintaining relevant records.Demonstrated competent performance by answering inbound calls of customers and agents from 17 States regarding general insurance policy information, billing inquiries, and state specific guidelines.Increased customer retention rate through prompt resolution of customers concerns or complaints.

Cleveland/Akron, Ohio Area

Delivered well-rounded support to risk management department in evaluating and managing insurance risk while analyzing and processing applications for independent and exclusive agents in the Southeast Region.Authorized exceptions to write not qualifying business in quoting systems complying with regulatory requirements.

Cleveland/Akron, Ohio Area

Cleveland/Akron, Ohio Area