Jackera Townsend
Florence,SC
Summary
Experienced Claims Representative with background in insurance, healthcare, and customer service. Strengths include strong analytical skills, ability to handle multiple tasks efficiently, and exceptional communication abilities. Previous work has involved investigating insurance claims, negotiating settlements, and providing superior service to policyholders. Have consistently improved efficiency and reduced claim processing timeframes in past roles, also Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service Associate
Conduent
Florence, SC
06.2023 - Current
- Customer service associate tier 3 help members with benefits information also including claims bills
- Developed relationships with key clients through regular contact and follow-up communication.
- Resolved customer inquiries in a timely manner.
- Responded to customer inquiries via phone, email and chat.
- Demonstrated active listening skills when responding to customer questions and complaints.
- Answered phone calls from customers promptly and courteously.
- Addressed inquiries, resolved customer issues, and managed customer relations.
- Supported customer service goals and enhanced relations through friendly, knowledgeable, and positive communication.
- Consulted with customers regarding needs and addressed concerns.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Promoted available products and services to customers during service, account management and order calls.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Eligibility Specialist
Conduent
Remote
04.2021 - Current
- Helping consumers with the EBB programs and the free cellphone services and the help with the internet and cable bill all remote working from home
- The consumers call and i fill out contact form and send the paper application and also fill out the app for them to or check the when the phone should arrive to there current address and address changes…
- Also work with billing and coding and claims research also help achieve providers in the network and help members with benefits information about the insurance policy and other perks of the insurance plan
- Attended regular training sessions to stay up-to-date on new rules and regulations.
- Assisted clients with completing forms required for processing applications.
- Verified applicant's identity and other relevant documents such as birth certificates or Social Security cards.
- Communicated regularly with clients regarding their application status or changes in policies or procedures that may affect them.
- Explained eligibility details and affordability options to patients with kindness and respect.
- Answered questions and responded to inquiries to deliver high level of service to patients.
- Proofread documents carefully to check accuracy and completeness of all paperwork.
Pre Enrollment Specialist
Willis Watson Towers
Remote
10.2021 - 12.2022
- Customer relations pre enrollment non license specialist helping Participants get checked in information and doctors updated and medicines and help with coverage check emails to get comparisons going on and advising them who and what is required
- Handled new enrollments by entering customers' data and reviewing information.
Wendy's Crew Member/Cashier
Wendy's
Florence, SC
05.2022 - 06.2022
- Completed opening and closing tasks such as setting up workstations, cleaning surfaces and restocking supplies.
- Monitored quality of food served to ensure it met company standards for presentation and temperature.
- Prepared beverages such as coffee drinks, smoothies and milkshakes according to company standards.
- Cleaned restaurant area by sweeping floors, wiping tables and emptying trash receptacles.
- Informed customers about daily specials in an engaging manner.
- Maintained organized storage areas for food products, beverages and restaurant supplies.
- Greeted customers upon arrival, provided menus and answered questions regarding menu items.
- Restocked kitchen supplies including food products and utensils.
- Maintained an organized work area to ensure efficient operations.
- Performed cashier duties such as taking orders, collecting payments and providing change.
Jewelry Returns
qvc
Florence, SC
11.2021 - 01.2022
- Packer jewelry and clothing and other products scan product pack and send down aisle to the truck
- Coordinated with other departments, such as sales or logistics, regarding any changes in return policies or procedures.
- Implemented strategies designed to reduce overall return rates while maintaining high levels of customer satisfaction.
- Managed communications with vendors regarding defective products being returned.
- Audited warehouse operations for adherence to established return processes.
- Performed quality checks on all returned items prior to restocking shelves.
- Resolved conflicts between customers and vendors concerning returned merchandise.
- Analyzed root causes of excessive return rates across different product categories.
- Identified potential issues related to customer returns and escalated them to appropriate parties for resolution.
- Maintained a clean work area according to safety standards set forth by the company.
- Checked packaging to verify good quality, no damage and acceptable appearance.
- Rotated through various departments to meet demands of business.
- Reported discrepancies or product damages to maintain accuracy and efficiency goals.
- Examined merchandise to determine problems and evaluate for possible solutions or repair.
- Cleaned and disposed of boxes and packing material to maintain general housekeeping.
- Worked with team members to facilitate efficient returns and provide outstanding customer service.
- Inspected returned items to identify damage or defects, documenting information in database.
Customer Service Representative
Alorica
Remote
11.2020 - 05.2021
- Ulta beauty supply make up and skin care and perfume
- Provided accurate information about products and services to customers.
- Answered customer inquiries and provided accurate information regarding products and services.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed positive relationships with customers through friendly interactions.
- Implemented innovative methods for streamlining the customer service process.
- Resolved customer complaints promptly and efficiently.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Identified opportunities for upselling additional products or services based on customer needs.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Provided exceptional customer service to ensure customer satisfaction.
- Developed strong relationships with customers by providing personalized assistance and support.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Maintained a high level of professionalism when dealing with difficult customers.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Developed strong customer relationships to encourage repeat business.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
Customer Service Representative
Blue Cross Blue Shield
Florence, SC
04.2019 - 08.2020
- Remote customer service representative file unemployment insurance claims help callers improve their claims and help assist them with resetting password or accounts
- Identified potential fraud cases involving false or misleading information submitted by applicants.
- Prepared and filed appeals on behalf of clients in response to denials of unemployment insurance claims.
- Provided guidance and assistance to individuals applying for unemployment insurance benefits.
- Analyzed financial statements and other records to verify accuracy of information provided by claimants.
- Responded promptly to inquiries from claimants regarding their applications or appeals status.
- Maintained detailed records regarding all activities related to the processing of unemployment insurance applications and appeals.
- Assisted claimants with the filing process, including gathering necessary documents and information.
- Developed strategies to improve processes related to the application, determination, and appeal of unemployment insurance claims.
- Investigated discrepancies between documents submitted by applicants and actual income or employment status.
Rotating Machine Operator
Mann+Hummel
Dillon, SC
07.2012 - 10.2019
- Carry out production , inspection, packaging and machine operation duties
- Set up machinery and ensure all materials are readily available
- Effectively monitor production equipment
- Assist the shop technicians and materials clerk as necessary
- Perform appropriate duties as assigned by management
- Maintain a safe and clean work space
- Follow established safety rules and regulations.
Scanner Operator
Citi Trends
Darlington, SC
11.2018 - 01.2019
- Scanner operator on materials going out to different Citi trends retail stores
- Maintained quality control standards for all scanned materials.
- Verified accuracy of scanned information by comparing it with original document.
- Reported any malfunctions immediately to supervisor or IT personnel for prompt resolution.
- Operated equipment such as box cutters, hand jacks, tape guns and scanners in alignment with company guidelines.
Education
Associate in Science (AS) in Medical Office and Billing Specialist Associate of Science -
Ultimate Medical Academy-Clearwater
Florida12.2023
High school diploma in General Studies -
Dillon High School
Dillon, SC05.2012
Skills
- Analysis skills
- Help desk
- PowerShell
- DHCP
- Linux
- Laundry
- Medical records
- SQL
- LAN
- Computer networking
- Machining
- Windows
- Microsoft Exchange
- Research
- Software troubleshooting
- Sales
- Heavy lifting
- English
- Communication skills
- Microsoft Excel
- Assembly
- Medical coding
- Remote access software
- Typing
- Medicare
- Troubleshooting
- Microsoft Windows Server
- Microsoft Office
- HVAC
- Active Directory
- System Administration
- Desktop support
- Technical support
- Data entry
- UNIX
- Citrix
- Computer operation
- Documentation review
- Operating systems
- Medical terminology
- Healthcare
- Manufacturing
- Load Balancing
- TCP/IP
- DocuSign
- Warehouse experience
- Data collection
- Computer skills
- WAN
- VPN
- Home health
- DNS
- Customer service
- Network support
- Packaging
- HIPAA (1 year)
- Medical office experience
- Phone etiquette
- Time management
- ICD-9
- ICD-10
- Front desk
- Microsoft Access
- Google Docs
- Inbound and Outbound Calling
- Customer Support
- Customer Relationship Management (CRM)
- Customer Service
- Quality Assurance
Certification
- Health Science Medical Office & Billing associate, 08/01/22, Present
- Medical Billing Certification, 06/01/22, Present
Custom
Florence, SC
Custom
- Customer focus & orientation, 06/01/21, Completed
- Call center customer service, 06/01/21, Completed
- Customer service, 08/01/20, Proficient
Timeline
Customer Service Associate
Conduent
06.2023 - Current
Wendy's Crew Member/Cashier
Wendy's
05.2022 - 06.2022
Jewelry Returns
qvc
11.2021 - 01.2022
Pre Enrollment Specialist
Willis Watson Towers
10.2021 - 12.2022
Eligibility Specialist
Conduent
04.2021 - Current
Customer Service Representative
Alorica
11.2020 - 05.2021
Customer Service Representative
Blue Cross Blue Shield
04.2019 - 08.2020
Scanner Operator
Citi Trends
11.2018 - 01.2019
Rotating Machine Operator
Mann+Hummel
07.2012 - 10.2019
Associate in Science (AS) in Medical Office and Billing Specialist Associate of Science -
Ultimate Medical Academy-Clearwater
High school diploma in General Studies -
Dillon High School