Adina Jenkins
Broadpath
Pearl,MS
3
years of professional experience
Developed strong communication and problem-solving abilities in a fast-paced service environment. Proven track record of managing and resolving customer inquiries efficiently and effectively. Seeking to transition into a new field where these skills can be leveraged to enhance team performance and customer satisfaction.
Work History
Customer Service Representative
1 Year 11 Months- Resolved complex customer inquiries via phone, chat, and email, ensuring accurate account and service support to enhance customer satisfaction.
- Handled 60-80 inbound calls daily, achieving 95% quality scores and consistently meeting ACW targets.
- De-escalated sensitive complaints by applying policy knowledge and providing clear, solution-focused communication to restore customer trust.
Customer Support Specialist
1 Year 3 Months- Handled 60+ inbound calls daily, assisting members with benefits, eligibility, claims, and provider information to ensure clarity and satisfaction
- Verified insurance coverage and explained plan benefits in compliance with HIPAA regulations
- Logged all member interactions accurately in CRM and EHR systems to maintain comprehensive records and support service continuity,
Education
Diploma
Skills
Omnichannel support
CRM systems expertise
Insurance verification
HIPAA compliance
CRM and ticketing systems (Zendesk
Freshdesk
Salesforce Service Cloud)
Call Documentation
Data Entry
Call Center Metrics (AHT
FCR
QA)
De-escalation
Call center metrics
Claims & Billing Inquiries
Timeline
Customer Service Representative
Broadpath
03.2024 - 02.2026Read More
Customer Support Specialist
Molina Healthcare
01.2023 - 04.2024Read More
Pearl High School
Diploma
Read More