Crystal Jeffries
Pittsboro,IN
Summary
Dynamic and detail-oriented Member Advocate with a proven track record at Centene, adept in problem-solving and office administration. Excelled in enhancing member satisfaction and loyalty through effective communication and meticulous record-keeping. Skilled in Microsoft Office Suite and demonstrating exceptional professionalism, I significantly contributed to improving operational efficiency and member service quality.
Experienced with member advocacy, focusing on resolving member concerns and enhancing satisfaction. Utilizes strong communication and problem-solving skills to navigate complex situations effectively. Track record of building meaningful relationships and fostering teamwork to achieve successful outcomes.
Overview
12
12
years of professional experience
Work History
Member Advocate
Centene
07.2016 - Current
- Contributed to a positive work environment by cooperating with colleagues and maintaining open lines of communication across departments.
- Maintained up-to-date knowledge of industry trends and best practices, adapting processes as needed to deliver exceptional support services for all members.
- Maintained detailed records of all interactions, allowing for easy reference and improved follow-up on outstanding matters.
- Leveraged strong problem-solving skills to address complex member issues efficiently and effectively.
- Developed strong relationships with members, fostering trust and loyalty to the organization.
- Conducted thorough research on member issues, ensuring accurate information was provided for optimal resolution.
- Educated members on available resources and services, increasing their engagement with the organization.
- Enhanced member satisfaction by promptly addressing concerns and providing timely resolutions.
- Demonstrated empathy and understanding when dealing with difficult or sensitive situations involving members.
- Participated in regular team meetings, sharing insights gained from daily interactions with members to benefit overall operations.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Answered telephone calls from members approximately anywhere from 20-50 calls per day.
Customer Service Representative
Indiana Medicaid Office
01.2013 - 06.2016
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Was responsible to answer between 30-60 calls a day to help individuals with applying to understanding there health benefits and food benefits.
Education
Associate of Applied Science - Accounting
Indiana Institute of Technology
Fort Wayne, INBachelor of Science - Business Administration
Indiana Institute of Technology
Fort Wayne, INSkills
- Complaint processing
- Problem-solving abilities
- Multitasking
- Reliability
- Detail Oriented
- Professionalism
- Time management abilities
- Answer telephones
- Confidentiality
Timeline
Member Advocate
Centene
07.2016 - Current
Customer Service Representative
Indiana Medicaid Office
01.2013 - 06.2016
Associate of Applied Science - Accounting
Indiana Institute of Technology
Bachelor of Science - Business Administration
Indiana Institute of Technology
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