Alexis Ward
Willingboro,NJ
Summary
Results-driven client service professional with ample experience delivering exceptional service and support. Proven ability to handle complex inquiries, resolve issues, and manage customer expectations with efficiency and empathy. Dependable achiever committed to holding highest ethical standards and maintaining customer trust.
Overview
9
9
years of professional experience
Work History
Customer Service Professional
Prudential Life Insurance - OSGLI
04.2023 - Current
- Initiate death claims process, provide payment and status updates, and process claim invites with beneficiaries.
- Improve customer satisfaction by providing timely and accurate claim updates throughout the process.
- Answer account, product, policy, and service inquiries, identify trends, resolve issues and promote products and services through verbal and written responses.
- Process customer account changes using proprietary software.
- Collaborate with associates within the SOP review team to assess standard operating procedures and establish new procedures aligned with industry regulations.
Customer Support Representative
GPC Media
01.2020 - 01.2023
- Delivered consistent and high-quality customer support to more than 60 clients through telephone, email, and in-person interactions.
- Responded to product, account, policy, and service inquiries by providing prompt and accurate information.
- Successfully tackled complex customer problems by conducting thorough research using a variety of applications and tools.
- Accurately inputted customer information into computer systems with relevant notes for future reference.
- Achieved high customer satisfaction by resolving inquiries, offering suitable solutions, and addressing any issues effectively.
Customer Service Representative
Urgent.ly
03.2019 - 12.2019
- Managed high volume of inbound calls, focusing on customer acquisition, data retrieval, product information presentation, and service cancellation.
- Handled incoming and outgoing calls, ensuring verification of activity, efficient dispatching of authorities, and timely notification of service providers.
- Reviewed claim notes, statements, and loss reports while utilizing call recording systems to retrieve audio for transcription.
- Utilized multiple computer-based platforms with various applications using dual monitors to ensure efficient communication with customers.
- Ensured accurate and detailed documentation of customer information in computer system with accompanying dated notes.
Patient Service Representative
Rescare
08.2015 - 02.2018
- Coordinated patient appointments, streamlined administrative processes for check-in/check-out procedures, enhancing seamless communication between patients and multiple department teams.
- Ensured accuracy of billing and enrollment by reviewing members' enrollment or claims history.
- Assisted patients with the completion of medical documents while carefully reviewing insurance policies, demographics, and health histories to maintain current records.
- Maintained patient record confidentiality by following document protocols.
- Demonstrated proficiency in meeting established expectations for quality, productivity, and timeliness through effective research and resolution of service-related inquiries.
Education
Master of Science - Healthcare Administration
National University
San Diego, CA02.2025
Bachelor of Science - Healthcare Administration
National University
San Diego, CA11.2023
Associates of Arts - General Studies, Emphasis in Healthcare Administration
National University
San Diego, CA10.2021
Skills
- Quality Assurance
- Account Management
- Customer Data Confidentiality
- Customer Relations
- Conflict Resolution
- HIPAA Compliance
- Life Insurance
- Insurance Verification and Terminology
- Payment Handling
- Call Documentation
- Detail / Task / Result-Oriented
- Time Management
- Patience / Adaptability
- Data Analysis / Data Integrity
- Communication / Problem Solving
- Processing
- Project Management
- Microsoft Office
- Written Communication
- Analytical Thinking
- Application Review
- Healthcare / Medical Terminology
- Active Listening
- Insurance Claims Knowledge
- Strategic Planning
Timeline
Customer Service Professional
Prudential Life Insurance - OSGLI
04.2023 - Current
Customer Support Representative
GPC Media
01.2020 - 01.2023
Customer Service Representative
Urgent.ly
03.2019 - 12.2019
Patient Service Representative
Rescare
08.2015 - 02.2018
Master of Science - Healthcare Administration
National University
Bachelor of Science - Healthcare Administration
National University
Associates of Arts - General Studies, Emphasis in Healthcare Administration
National University
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