Denise Jones

• 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.
• Responded to customer requests for products, services, and company information.

Used BMW to access workflow • Used xPression to access SPD • Proofed SPD to ensure spelling and punctuation were correct • Proofed SPD to ensure language and benefits corresponded with BOL and the EA (Enrollment Agreement) • Used GEMS to verify riders, group status, tax ID, dependent age and customer service information listed • Keyed BXB into the system • Proofed BXB to ensure accurately keyed into the system • Worked with Benefit Analyst to ensure BOL reflected the group's benefits accurately

• Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
• Established strong rapport with customers, fostering long-term relationships and repeat business.
• Resolved customer service issues using company processes and policies and provided updates to customers.
• Inbound calls servicing senior citizens 65 older or disable on all insurance benefits claims, pharmacy, grievances and all medical benefits dealing with medicare take up to 40 to 50 inbound calls from medicare eligible team playercustomers assisting with finding a primary care doctor, taking complaints and being a valuable

Handle incoming calls from patient regarding prescription medication Place 100-200 calls per day to patient to ensure accurate mailing information Data entry and verification of patient information Knowledge of mail order process (shipping from manufacturer) Electronic inventory verification Experience with various systems applications regarding patient and medication shipping information Ensure HIPPA compliance guidelines are followed