JACLYN HADAWAY
Denton,TX
Summary
Detail-oriented Customer Service and Insurance Professional with 5+ years of experience providing high-volume customer support in a remote call center environment. Experienced in researching accounts, explaining insurance policies and coverage information, resolving billing and claims-related questions, documenting interactions, and navigating multiple computer systems while maintaining accuracy and professionalism. Strong problem-solver with a proven ability to de-escalate complex situations, achieve first-call resolution, meet quality and productivity standards, and communicate clearly with customers. Prepared to leverage insurance knowledge and customer-service expertise in a Provider Customer Service Call & Chat Representative position.
Overview
1
1
Certification
5
5
years of professional experience
Work History
Customer Experience Specialist - Remote
Teleperformance USA
10.2021 - Current
- Provide high-volume inbound customer service for insurance-related inquiries, including policy information, billing concerns, claims-related questions, and coverage options.
- Handle a high volume of customer contacts while balancing speed, accuracy, documentation requirements, and customer experience.
- Resolved customer concerns with high accuracy and professionalism, ensuring empathetic support during interactions.
- Worked toward strong first-call resolution by identifying root causes of customer concerns and delivering effective solutions.
- De-escalate challenging customer interactions by actively listening, demonstrating patience, and communicating solutions in a calm and solution-focused manner.
- Research customer accounts and insurance information across multiple systems to identify issues, provide accurate information, and determine appropriate resolutions.
- Explain complex insurance policies, coverage details, billing information, and procedures in a clear and professional manner.
- Built customer trust through clear explanations and setting appropriate expectations on policies, billing, claims, and coverage.
- Recognized for professionalism, strong communication, problem-solving abilities, and maintaining composure during high-pressure interactions.
Education
High School / Equivalent -
Parkview High School
Houston, TXSkills
- Microsoft Excel
- Microsoft Word
- Microsoft Outlook
- Microsoft PowerPoint
- CRM Software
- Data Entry
- Research
- Billing Systems
- Case Management
- Productivity Software
- Remote Work Tools
- Typing
- Computer Navigation
- Customer Service
- Provider/Member Support
- Phone Communication
- Professional Communication
- Administrative Support
- Scheduling
- Documentation
- Attention to Detail
- Organizational Skills
- Problem Solving
- Insurance Knowledge
- Claims Support
- Billing Support
Certification
- Property & Casualty Insurance License
- Valid Driver's License
Timeline
Customer Experience Specialist - Remote
Teleperformance USA
10.2021 - Current
High School / Equivalent -
Parkview High School