Liza Bruce
Phoenix
Summary
Experienced in customer service and staff management with a strong background in conflict management and policy enforcement. Proven ability to train and mentor teams, ensuring efficient workflow management and adherence to safety protocols. Seeking to leverage these skills as a Customer Specialist to enhance client satisfaction and team performance.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Fleet Care Supervisor
Keolis
2024.02 - Current
- Trained new employees on company policies, procedures and work ethics.
- Supervised and coordinated activities of staff to ensure compliance with established policies, procedures, and standards.
- Delegated tasks to team members according to individual strengths.
- Ensured that safety protocols were followed at all times by all staff members.
- Assessed staff performance on a regular basis, providing feedback and coaching as necessary to improve results.
- Conducted disciplinary action when needed in accordance with company policy.
Senior Advocate
United Health Group/Optum
2020.06 - 2023.12
- In this position I am an advocate for both members and provider's. This is an inbound call center and I assist members with questions in regards to medical claims, prior authorizations, referrals, benefit coverages and questions in regards to copays, deductibles and coinsurance.
- I assist providers with questions in regards to claims and dates received and and status of the claim. I answer questions as to why the claim was not paid and what needs to be sent in for this claim to be paid.
- I also sent claims for reconsideration or appeals.
CSR - Customer Service Representative
Best Western Global Operations Center
2019.02 - 2020.03
- Call center, book hotel stays globally assist with member questions in regards to points accumulated, and confirming point added to account and add points that may have not been added, assist with purchases with points, operate dual screens multiple apps.
Multi-Unit Manager
Estrella Insurance
2015.02 - 2018.10
- Responsibilities Manage multiple locations schedule interview, hire and train employees. Schedule hours , pull reports, closeouts Wright new business process endorsements and collect payments.
- Market new business, Hire new agents and train.
- Accomplishments Manage 3 offices in less then one year
- Skills Used excellent leadership
Office Manager
Ayala Insurance Services, LLC
2012.09 - 2015.02
- All manager duties, office reports, bank deposits, write new business maintain current client files, insure office up to date in all areas.
CSR/Insurance Agent
Ayala Insurance Services, LLC
2012.05 - 2012.09
- Write new business, maintain existing client files quote and rewrite policies, collect payments, process changes, answer multi-line phone.
CSR/ Insurance Agent
Fasula Kaplan Agency
2007.04 - 2012.09
- Provide customer service for an average of 60 calls per day, answer customer inquiries, problem resolution, providing new product information
- Collect data and apply to clients accurately quote for new business and existing clients.
- Answer multi line phone, assist clients with their policies, and endorse policies per policy & procedure.
- Interact with several insurance companies
CSR/ Receptionist /Teller
Canyon State Credit Union
2005.02 - 2008.04
- Answer multi line system, answer questions regarding store and product open and close account, problem solving.
Clerk Typist III
AHCCCS
1994.09 - 1999.06
- Answer multi line phone system, collect data from medical providers and their packet, verify all medical providers are in good standing with the Board Of Medical Examiners, enter data into system issue provider with provider number that enables them to provide for AHCCCS recipients.
Education
General Education Diploma -
Phoenix College
02.2004
Skills
- Customer service
- Sales
- Leadership
- Office management
- Data collection
- Typing
- Interviewing
- Conflict management
- Analysis skills
- Cash handling
- Team building
- Training and mentoring
- Attention to detail
- Staff management
- Processes and procedures
- Policy enforcement
- Workflow management
- Multitasking Abilities
Certification
Licensed Agent, 02/10 to 09/22, Casualty Producers, Property Producer, Life Producer, Accident/Health Producer, A valid P&C License
Additional Information - Summary Of Skills
- Computer Proficiency
- Customer Service
- Invoice Processing
- Conflict Resolution
- Data Entry
- Multi Line Phone System
- Creative Problem Solving
- Data Collection
- Strategic Sales
- Credit Card Processing
- Documentation
- Typing /10 key
- Manager Experience
- Quomation
- Hawksoft
Timeline
Fleet Care Supervisor
Keolis
2024.02 - Current
Senior Advocate
United Health Group/Optum
2020.06 - 2023.12
CSR - Customer Service Representative
Best Western Global Operations Center
2019.02 - 2020.03
Multi-Unit Manager
Estrella Insurance
2015.02 - 2018.10
Office Manager
Ayala Insurance Services, LLC
2012.09 - 2015.02
CSR/Insurance Agent
Ayala Insurance Services, LLC
2012.05 - 2012.09
CSR/ Insurance Agent
Fasula Kaplan Agency
2007.04 - 2012.09
CSR/ Receptionist /Teller
Canyon State Credit Union
2005.02 - 2008.04
Clerk Typist III
AHCCCS
1994.09 - 1999.06
General Education Diploma -
Phoenix College