Jackie Young-Moore has over 10 years of experience in leadership roles in call center environments. She currently works as a Team Leader at Blue Cross Blue Shield of North Carolina, where she manages a claims processing team and ensures customer satisfaction. Previously she held various customer service and program management roles at Blue Cross Blue Shield, Kelly Services, and International Business Machines.

1. JACQUELINE YOUNG-MOORE
Jackie.young-moore@bcbsnc.com
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SUMMARY:
Over ten years experience working in diverse call center environments where my leadership,
business controls, organizational, and interpersonal skills have been used to meet various company
objectives. Vast experience in management, process auditing, program implementation, Microsoft
Office products and related experiences.
EXPERIENCE:
Blue Cross & Blue Shield of NC
Team Leader - Federal Employee Program, Claims
(June 2012-current)
 Manage a team of Claim Professionals on day-to-day responsibilities to meet departmental
goals
 Coach employees on performance measurements (ex. Claims Processed, Coding Accuracy,
Payment Accuracy, Individual Development Plans, etc.)
 Create and implement processes that will ensure continued customer satisfaction ratings.
 Contact customers directly for feedback and dissatisfaction trends.
Customer Service Professional
(November 2004-JUNE2012)
 On the SHP Empowered Team and ensure tram and individual goals are met and exceeded.
 Track team’s inventory to ensure timely resolution.
 Provide excellent customer service for both inbound and outbound cells.
 Subject matter expert on benefits and claims for SHP line of business
 A working knowledge of Individual and Group.
 Assist training instructor as Subject Matter Expert to provide new hires accurate, complete
information for all lines of business as well as coaching them to exceed Stakeholders
expectations.
 Act as a self managed employee to mentor team members.
Customer Satisfaction Team Intern
(February 1, 2010-August 23, 2010)
 Handled escalated calls for CEO, VP and Executive Leadership Team to ensure resolution
within 3 business days.
 Researched and analyzed data for impact to members and reported trends to Management.
 Determined root cause analysis on escalated calls.
 Attended bi-weekly Risk Assessment Reviews to provide input from the CSP perspective.
Kelly Services (BCBSNC)
2003-2004
Underwriting Intake Specialist
 Conducted telephone interviews to obtain detailed medical information, verified the integrity
of obtained data with the customer
 Reviewed applications for enrollment

2. International Business Machines
2002-1996
Program Manager
 Performed and identified both international and domestic audit and compliance readiness
for 6 teams (by conducting on site audits, providing feedback and tracking non compliance
issue to resolution)
 Created internal process compliance audit schedules
 Identified audit readiness through compliance guidelines and quality standards
 Maintained corporate and departmental databases to house records to ensure record
retention guideline were met
 Conducted asset management reviews at department level by viewing individual company
assets to control cost
 Headed weekly cross-team meeting to identify and resolve audit issues
 Performed detailed analysesof key business process end-to-end
 Headed global conference with remote locations to determine root cause analysis of audit
issues
 Managed warranty terms and conditions publication for consumer readiness
Call Center Team Leader
1993-1996
 Managed team of 12-15 employees in call center environment on day-to-day responsibilities
to meet departmental goals
 Created staffing models to support forecasted call volume
 Coached employees on performance measurements (ex. Average speed of answer, talk time,
customer satisfaction, etc.)
 Researched customer satisfaction data and identified problem resolution for the department
 Monitored customer dissatisfaction trends for tracking and resolution
EDUCATION:
North Carolina Central University, Durham, NC
Major: English Literature