CHRISTINE LELAND
Littleton
Summary
Consumer Services Associate with extensive experience at Elevance Health, specializing in customer engagement and effective issue resolution. Consistently exceeded service goals while providing exceptional support. Proficient in multitasking and creative problem solving, fostering strong client relationships and ensuring accurate information delivery.
Overview
7
7
years of professional experience
Work History
Consumer Services Associate
Elevance Health, INC. (Formerly Anthem)
Denver
04.2021 - Current
- Answer as many as 50 calls, emails, and chats each day while providing white glove customer service to the DBGSC account supporting upwards of 100K New Jersey employees.
- Communicate accurate coverage & claims information to members.
- Educate members on how their plan and the healthcare system work.
- Advise members of additional benefits and programs that are offered to them through their plan coverage and employer EAP.
- Contact providers on behalf of members to address incorrect claim coding.
- Maintain current data and create reminders to ensure timely resolution.
- Keep accurate & detailed notes for each call.
- Submit tickets to process adjustments to claims, request Member ID cards and update Coordination of Benefits information.
- Check status of authorizations for services.
- Met and often surpassed goals of customer service, resolution, and volume by taking immediate action to de-escalate customer concerns, demonstrating a thorough understanding of the processes, and proposing optimal solutions.
- Recognized frequently on monthly 'Kudos' list based on positive feedback from members.
- Provided additional support to my Team by volunteering to work overtime during peak busy times of the year.
Customer Care Representative – Seasonal Contract (Aerotek Staffing)
DECKERS OUTDOOR BRANDS, USA
Broomfield
10.2020 - 01.2021
- Responded to a que of upwards of 50 calls each day, providing best-in-class customer service for Fashion Lifestyle brands of iconic craftsmanship and timeless styles and empowering customers to get active.
- Supported customers via emails and chats.
- Processed cancellations/refunds and tracked customer orders to completion.
- Submitted service requests for complex issue resolution.
- Responded swiftly during the recent pandemic, working with team and customers in coordinating vaccinations.
- Praised with the Deckers Incentive Award for achieving the highest quality assurance scores on a team of 25.
Office Manager
WHEELHOUSE COMMERCIAL, USA
Denver
08.2018 - 03.2020
- Company Overview: A high-profile company blending world-class commercial property management with the spirit of a truly entrepreneurial culture.
- Held dual roles as assistant property manager and tenant coordinator.
- Completed accounting and administrative functions for core team of 5.
- Distributed delinquency notices and lease abstractions.
- Prepared leases and vendor contracts.
- Contributed to purchasing, and issued building access cards and certificates of insurance.
- Scheduled preventative maintenance activities and repairs.
- Built rapport with large client base by responding to requests and resolving issues quickly.
- Saved money by taking action to negotiate a new waste disposal service contract.
- Reduced expenses for additional office supplies by compiling and presenting energy usage data for 10 buildings to Xcel Energy, resulting in savings for our clients.
- A high-profile company blending world-class commercial property management with the spirit of a truly entrepreneurial culture.
Property Assistant – Crossbrook Apartments
CAREER STRATEGIES INC., USA
San Leandro
02.2018 - 07.2018
- Assisted property management team for the Crossbrook apartments with 259 units by giving tours of apartments and the property for clients.
- Worked with prospective clients to coordinate tours, answer questions, and prepare documents.
- Performed credit and background checks.
- Drafted and posted content for recruitment.
- Tracked waitlist, created leases, and posted notices.
- Coordinated with maintenance.
- Contributed to growing the business by forming trust quickly with prospects, responding in a timely manner to all inquiries, and resolving issues.
Education
Some College (No Degree) - Budgeting & Accounting
BUILDING OWNERS & MANAGERS INSTITUE
San Francisco, CASkills
- Collaborative teamwork
- Product knowledge mastery
- Building relationships with clients
- Customer service excellence
- Research capabilities
- Organizational multitasking
- Engaging customer interactions
- Troubleshooting issues effectively
- Assisting with services provided
- Effective verbal and written communication
- Courteous professionalism in interactions
- Strong oral communication abilities
- Flexibility and adaptability in tasks
- Innovative problem-solving approaches
- Dependability and punctuality in duties
- Detail-oriented focus on tasks
- Strategies for client engagement
- Managing multiple priorities efficiently
- Data entry accuracy and speed
- Decisive decision-making processes
- Resolving conflicts effectively with clients
- Expertise in customer relationship management (CRM)
- Efficient time management practices
- Support for management initiatives
Affiliations
Dance
Jewelry Making
Camping & Hiking
Timeline
Consumer Services Associate
Elevance Health, INC. (Formerly Anthem)
04.2021 - Current
Customer Care Representative – Seasonal Contract (Aerotek Staffing)
DECKERS OUTDOOR BRANDS, USA
10.2020 - 01.2021
Office Manager
WHEELHOUSE COMMERCIAL, USA
08.2018 - 03.2020
Property Assistant – Crossbrook Apartments
CAREER STRATEGIES INC., USA
02.2018 - 07.2018
Some College (No Degree) - Budgeting & Accounting
BUILDING OWNERS & MANAGERS INSTITUE
Similar Profiles
Joana EspinozaJoana Espinoza
Medical Assistant at Caremore Health, Elevance/Anthem HealthMedical Assistant at Caremore Health, Elevance/Anthem Health
Lusia TogiaLusia Togia
Customer Care Representative II at Elevance Health- Anthem Total Health Total YouCustomer Care Representative II at Elevance Health- Anthem Total Health Total You
Jeffrey HansenJeffrey Hansen
Process Improvement Director at Elevance Health (Anthem Blue Cross/Blue Shield) Customer Experience OfficeProcess Improvement Director at Elevance Health (Anthem Blue Cross/Blue Shield) Customer Experience Office
Kelli LoganKelli Logan
Program Manager Operations at UCHealth University of Colorado HospitalProgram Manager Operations at UCHealth University of Colorado Hospital
Casey SullivanCasey Sullivan
Fire Direction Control Specialist at US Army National GuardFire Direction Control Specialist at US Army National Guard