Alexis Ward
Willingboro,NJ
Summary
Client service professional with a proven track record of delivering exceptional support and resolving complex inquiries. Known for managing customer expectations with efficiency and empathy, fostering trust and loyalty. Upholding the highest ethical standards and committed to achieving outstanding service outcomes.
Overview
10
10
years of professional experience
Work History
Customer Service Professional
Prudential Group Life Insurance - OSGLI
Willingboro, NJ
04.2023 - Current
- Initiate claims process, provide payment and status updates, and process claim invites with beneficiaries.
- Answer account, product, policy, and service inquiries, identify trends, resolve issues and promote products and services through verbal and written responses.
- Create comprehensive and tailored recommendations that reflect both business objectives and customer requirements, integrating guidance from senior management.
- Process customer account changes using proprietary software after.
- Improve customer satisfaction by providing timely and accurate claim updates to claimants and other interested parties throughout the life of a claim.
- Gather essential claim information and documentation from a range of sources, including beneficiaries, attorneys and funeral homes.
- Create an efficient, accurate and seamless experience for all policyholders.
Customer Support Representative
GPC Media
San Diego, CA
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.
Claims Examiner
Urgent.ly
San Diego, CA
11.2018 - 12.2019
- Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
- Reviewed claim notes, statements, and loss reports while utilizing call recording systems to retrieve audio for transcription.
- Ensured accurate and detailed documentation of customer information in computer system with accompanying dated notes.
- Identified knowledge gaps though review of claim reports.
- Determined liability outlined in coverage and assessed documentation such from police and healthcare providers to understand damages incurred.
Patient Services - Billing Specialist
Rescare
San Diego, CA
08.2015 - 02.2018
- Identified, researched, and resolved billing discrepancies to enable accurate billing, maintain system accuracy, and ensure proper billing.
- Assisted patients with the completion of medical documents while carefully reviewing insurance policies, demographics, and health histories to maintain current records.
- Ensured accuracy of billing and enrollment by reviewing members' enrollment or claims history.
- Reviewed settlements to determine if they were a deductible source of income under the policy.
- 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
- Conflict Resolution
- Insurance
- Customer Service
- Claims Examination
- Payment Handling
- Time Management
- Annuities
- Project Management
- Microsoft Office
- Analytical Thinking
- Active Listening
- Application Review
Timeline
Customer Service Professional
Prudential Group Life Insurance - OSGLI
04.2023 - Current
Customer Support Representative
GPC Media
01.2020 - 01.2023
Claims Examiner
Urgent.ly
11.2018 - 12.2019
Patient Services - Billing Specialist
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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