Lisa Ward
Philadelphia
Summary
With a proven track record at Independence Blue Cross, I excel in conflict resolution and critical thinking, significantly enhancing client retention and satisfaction. My expertise in de-escalation and problem-solving, coupled with effective teamwork, has led to a marked decrease in customer complaints and improved resolution efficiency.
Overview
15
15
years of professional experience
Work History
Senior Issue Resolution Specialist
Independence Blue Cross
05.2023 - Current
- Analyzed root causes of recurring issues to implement preventive measures, reducing the number of future complaints.
- Assisted colleagues in navigating challenging situations by sharing expertise and offering guidance when requested or needed.
- Maintained detailed records of all interactions and resolutions for future reference and analysis purposes, improving overall efficiency in handling similar cases down the road.
- Managed high volumes of customer inquiries for efficient resolution, enhancing overall client experience.
- Coordinated with internal departments as needed to gather information on each individual case, facilitating a more accurate and timely response.
- Implemented effective communication skills to deescalate high-tension situations, fostering positive relationships between customers and the company.
- Developed tailored strategies for dispute resolution, resulting in successful outcomes and increased client retention rates.
Issue Resolution Specialist
Independence Blue Cross
04.2020 - 05.2023
- Improved customer satisfaction by resolving complex issues promptly and professionally.
- Conducted thorough follow-ups with customers post-resolution to ensure satisfaction and identify any opportunities for further improvement in the service provided.
- Leveraged strong listening skills to fully understand the customer''s perspective, enabling tailored and empathetic responses during conflict resolution.
- Collaborated effectively with cross-functional teams to provide comprehensive solutions for clients'' concerns.
- Monitored trends in customer feedback to inform continuous improvement efforts within the department or product offerings.
Lead Customer Service Representative
Independence Blue Cross
04.2010 - 04.2020
- Managed a team of customer service representatives, consistently achieving performance targets and goals.
- Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Engaged clients in person and over phone to answer questions and address complaints.
- Ensured all customer complaints were addressed promptly, resulting in a significant reduction in escalations.
- Investigated and resolved customer inquiries and complaints quickly.
Education
Associate of Science - Allied Health
Community College of Philadelphia
Philadelphia, PA05-2023
Skills
- De-escalation techniques
- Assertiveness
- Conflict resolution skills
- Document preparation
- Information collection
- Teamwork and collaboration
- Problem-solving
- Critical thinking
- Excellent communication
Several Accommodations from my onsite client Law Enforcement Health Benefits
Onsite client sent letters to let employer know how satisfied they are with my services and how I go beyond to resolve issues
Timeline
Senior Issue Resolution Specialist
Independence Blue Cross
05.2023 - Current
Issue Resolution Specialist
Independence Blue Cross
04.2020 - 05.2023
Lead Customer Service Representative
Independence Blue Cross
04.2010 - 04.2020
Associate of Science - Allied Health
Community College of Philadelphia
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