Cordeja Jenkins
Webster,TX
Summary
Dynamic customer service professional with a proven track record at American Express, excelling in CRM software and schedule management. Skilled in transforming customer inquiries into positive outcomes, evidenced by consistently maintaining high satisfaction levels. Expertise in payment processing and call center operations, adept at leveraging communication skills to foster client relationships and achieve resolution efficiency.
Overview
9
9
years of professional experience
Work History
Customer Service Advisor
Pearl Interactive Network
01.2023 - 09.2024
- Responded to customer needs through competent customer service and prompt problem-solving.
- Worked with customers by providing support to health plan members, providers and/or their representatives
- Manage customer contacts within Salesforce CRM and adhere to standard operating procedures for data capture.
- Assisted with updating general account maintenance such as updating customer records, and demographics.
- Conducted research and took inbound/outbound calls to provide answers for customers regarding general health care benefit and eligibility questions, enrollment status requests for new and existing members
- Assisted members with logging into and understanding functionality of their online health account, locating doctor and facility information.
- Managed department call volume of 50-100 calls per day and coordinated department schedules to maximize coverage during peak hours.
Customer Service Representative
American Express
02.2020 - 01.2023
- Processed recurring automated payments and credit card payments.
- Assisted with reconciliations and customer communications.
- Worked with customers to answer questions, resolve disputes and research discrepancies.
- Supported continued monitoring, auditing and reporting to drive compliance and optimize credit card processing.
- Assisted customers with questions and inquiries to provide information regarding credit card accounts.
- Maintained 50-100 calls daily
Customer Care Representative
Concentrix
02.2018 - 02.2020
- Responded to customer inquiries via telephone, email and live chat to provide updated information.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to inquiries regarding insurance availability, eligibility, coverages, policy changes, transfers, claim submissions, and billing clarification
- Identified issues, analyzed information and provided solutions to problems.
- Handled customer escalations professionally, upholding positive team reputation and maintaining satisfaction.
- Managed approximately 50 incoming calls per day from customers.
Customer Support Specialist
MD Anderson Cancer Center Mays Clinic
01.2016 - 02.2018
- Made average of 50-100 outbound and inbound calls per day.
- Set up appointments with patients according to schedule availability.
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
- Generated reports to track insurance verifications and claim progress.
- Posted payments to accounts and maintained records.
- Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.
Education
High School Diploma -
Westbury High School
Houston, TX05.2015
Skills
- CRM Software
- Schedule Management
- Payment Processing
- Live chat support
- Call center experience
Timeline
Customer Service Advisor
Pearl Interactive Network
01.2023 - 09.2024
Customer Service Representative
American Express
02.2020 - 01.2023
Customer Care Representative
Concentrix
02.2018 - 02.2020
Customer Support Specialist
MD Anderson Cancer Center Mays Clinic
01.2016 - 02.2018
High School Diploma -
Westbury High School
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