Priscilla Marie Reyes
Peoria
Summary
Dynamic Customer Care Advocate with proven expertise at BlueCross BlueShield of Arizona, specializing in conflict resolution and CRM Salesforce software proficiency. Elevated customer experience by identifying trends and executing strategic enhancements, cultivating strong relationships through effective communication and empathy. Celebrated for achieving first call resolution and facilitating team collaboration for superior service delivery.
Overview
1
1
year of professional experience
Work History
Customer Care Advocate
BlueCross BlueShield of Arizona
Phoenix
09.2024 - Current
- Maintained accurate records of customer interactions, transactions, comments, and complaints.
- Identified customer feedback trends and reported findings to management for investigation.
- Participated in team meetings to discuss initiatives that enhanced customer experience.
- Evaluated processes related to delivering exceptional customer service.
- Built positive relationships with customers through effective communication and problem-solving.
- Provided operational guidance and support to team members on issues encountered.
- Utilized Salesforce and other software applications to ensure accurate customer information records.
- De-escalated customer concerns using conflict resolution and problem-solving skills.
- Developed strategies for improving customer service operations, policies and procedures.
- Assist Medicare Supplement line of business while maintain Small group Commercial tasks.
- Handled billing inquiries accurately and efficiently according to company policy.
- Analyzed customer claims and determined coverage eligibility.
Education
Associate of Applied Science - Film And Video Production
Glendale Community College
Glendale, AZ05-2026
Skills
- Customer service
- Team collaboration
- Project management
- Conflict resolution
- Problem solving
- Assertiveness
- Call center experience
- Active learning
- Follow-up skills
- CRM software proficiency
- Escalation management
- Empathy display
- Data entry proficiency
- Time management
- First call resolution
- Policy adherence
- Time management abilities
Accomplishments
- Nominated Employee Allstar of Q1 2025.
- May 2025, received 74 customer surveys, 49 being World Class Calls.
- Collaborate with multiple departments on a project resolution to Monthly Health Statement errors.
- Acknowledgement by CEO Pam Kehaly for established errors with example of Monthly Health Statements.
- Launch a new Market Segment row into Salesforce with Strategy Ops team to prevent misrouted call and excel in first call resolution.
Timeline
Customer Care Advocate
BlueCross BlueShield of Arizona
09.2024 - Current
Associate of Applied Science - Film And Video Production
Glendale Community College
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