Jaclyn Kelly
Harford,PA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in health insurance industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
21
21
years of professional experience
Work History
Reporting Specialist
Kelly Services @ Cigna Healthcare
07.2002 - 11.2004
- Assignment working in Scranton for site Leads, Client Service Executives, Sales, and Service Operations
- Resolved associate, tool and service delivery issues revealed by statistical reports
- Information drove decreased costs for penalty payments on Performance Guarantee accounts, associated training opportunities for Customer Service Advocates, and improved Call Resolution times for overall Customer Satisfaction
- More importantly were essential in retention planning and development on High-Risk accounts
- In addition, served as Meeting Coordinator for Client and Sales creating PowerPoint presentations, designed Client Welcome boards, conference room scheduling and set-up, and led site readiness for Client visits requiring communication to vendors, Corporate Security, and on-site staff.
- Compiled, maintained, and verified data and distributed information through reports and queries to support operations.
- Completed basic ad hoc and recurring data and report requests to support program deliverables and milestones.
- Exported and converted raw data from various databases and applications to extrapolate data into usable reports.
- Synthesized and interpreted relevant data to generate comparisons of current and historical information.
- Supported cross-functional relationships to discuss and seek resolution to issues discovered during analysis of various reports and data.
- Worked across various platforms to create, generate, manage, and schedule systematic reports for multiple stakeholders.
- Built and established relationships with clientele to improve future business opportunities.
Customer Service Lead Representative
Cigna Healthcare
11.2004 - Current
- 20+ years knowledge of global benefit & health insurance industry.
- Member of distinguished Benefit Coverage team that aids Executive Office of Complaints in research and resolution of complex issues or discrepancy cases before reaching escalation. Experienced in medical and dental claims, provider contracting, member eligibility, benefit plan set-up, medical authorizations, and compliance matters.
- Spearheaded build and enhancements of Newborn benefit and eligibility call and claim SOPs with savings of 330K in first year
- Ideation & launch of “Battle Buddy Program” for military aligned ERG (SALUTE) with one-year milestone measuring 93% program success
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise. Led 12 new hires to 100% success in course testing and 94% in audits.
- Reviewed associate performance to identify training needs.
- Created and maintained detailed database to identify trends, resolution ownership, provide feedback, training opportunities, and increase stakeholder savings
- Responded proactively and positively to rapid change
- Implemented and developed customer service training processes. Established 4 team workflows in 3 years utilizing resources and networking relationships.
- Optimized customer support and team efficiency by establishing collaborative service environments through targeted operational initiatives and promoting best practices.
Education
No Degree - Psychology
Wagner College
Staten Island, NYHigh School Diploma -
Sayreville War Memorial High School
Parlin, NJ06.1996
Skills
- Microsoft Office Suite (Excel, Word, PowerPoint, OneNote, Publisher, Access, SharePoint)
- Leadership Skills
- Project Management
- Collaboration (cross-functional departments / external partners)
- Service Recovery & Customer Satisfaction
Volunteer / Charitable Experience
• United Way Community Clean Ups
The PineBrook Plan
Lackawanna Heritage Trail
• Achilles International – Race Marshal Hartford, CT
Quote
"What lies behind us, what lies before us, is nothing compared to what lies within us."
Henry Haskins
Certification
Management & Strategy Institute
- Program Management Essentials Certification # 123151391 / Date Issued: 05/21/2021
- Lean Six Sigma White Belt Certification # 96727816 / Date Issued: 09/17/2021
Coursera
- Foundations of Project Management
- Project Initiation - Starting a Successful Project
Timeline
Customer Service Lead Representative
Cigna Healthcare
11.2004 - Current
Reporting Specialist
Kelly Services @ Cigna Healthcare
07.2002 - 11.2004
No Degree - Psychology
Wagner College
High School Diploma -
Sayreville War Memorial High School
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