JACQUELYN D. HOYE
Chicago,Illinois
Summary
- Dedicated professional possessing a wealth of expertise in Client Relations, Account Management, and Administrative Operations seeks to aid in driving key goals within a progressive organization.
- Client Relations Highly experienced in assessing clients' true needs and expectations, and building lasting professional relationships. Ensure accurate and timely resolution of emergent issues, leading to positive client opinions and exceptional retention.
- Process Implementation Possess a proven ability to anticipate unique requirements or potential roadblocks in all situations. Continually develop back-up plans to minimize downtime and deliver exceptional results; streamline communication and implementation channels to quickly/effectively meet client and organizational needs.
- Team Management Able to adapt to all emergent situations, directing resources where required to meet goals. Maintain well organized teams, cross training all staff to be the most effective. Cultivate awareness and self-actualization of personnel, building increased investment in operations by all staff.
Overview
39
39
years of professional experience
Work History
Member Service Retention Agent
GOHEALTH INC
11.2019 - Current
- Deliver high quality customer service and work with members to find the appropriate solutions
- Responsible for providing information to members in regard to benefits, policies and procedures
- Work closely with manager to help investigate and resolve member complaints and escalations
- Sell and cross-sell products and services in order to meet members needs
- Have thorough knowledge of products and services that GoHealth offers
- Make outbound retention calls to GoHealth customers
- Work simultaneously with multiple computers, applications and databases
- Ensure that customers are happy with their purchases and answer any questions they may have to help them better understand their purchase
- Escalating calls: Determining when to escalate calls to a supervisor
- Following scripts: Adhering to scripts and talking points
Customer Service Representative
CHICAGO TITLE LAND TRUST CO.
11.2000 - 08.2017
- Oversee management/reconciliation for high volumes of customer accounts
- Responsible for opening/closing all land trust accounts for major clients
- Resolve billing issues and update account histories to correspond with transaction records
- Prepare mortgage documentation and property deeds for clients
- Supervise the assignment of beneficial interests for newly established trust funds; authorize the release of collateral corresponding to trust fund development plans
Modular Developer
RAILROAD RETIREMENT BOARD
05.1985 - 08.1998
- Organized and implemented payment plans to reconcile outstanding balances relegated to spouses of deceased account holders
- Monitored collection procedures, ensuring that all client issues were resolved in positive/professional manner
- Developed notifications and deadline documentation to inform clients regarding their current account status
- Received swift promotions from Claims Clerk to Supervising Clerk and subsequently Modular Developer, based upon outstanding service and performance
- Supervised development and balancing of client accounts, providing accurate data to clients regarding relevant payment schedules and deadlines
- Pursued claims filed by the Railroad Retirement Board examined client histories, developing reports detailing current financial status of open accounts
Education
Bachelor Of Liberal Arts Degree - Liberal Arts
Saint Xavier University
Chicago, Illinois01.2007
Skills
- MS Word
- Excel
- PowerPoint
- Access
- Proprietary Software
- Customer Relations
- Problem-solving abilities
- Multitasking Abilities
- Excellent Communication
- Active Listening
- Professionalism
Summary
Highly experienced in assessing clients' true needs and expectations, and building lasting professional relationships. Ensure accurate and timely resolution of emergent issues, leading to positive client opinions and exceptional retention., Possess a proven ability to anticipate unique requirements or potential roadblocks in all situations. Continually develop back-up plans to minimize downtime and deliver exceptional results; streamline communication and implementation channels to quickly/effectively meet client and organizational needs., Able to adapt to all emergent situations, directing resources where required to meet goals. Maintain well organized teams, cross training all staff to be the most effective. Cultivate awareness and self-actualization of personnel, building increased investment in operations by all staff.
Timeline
Member Service Retention Agent
GOHEALTH INC
11.2019 - Current
Customer Service Representative
CHICAGO TITLE LAND TRUST CO.
11.2000 - 08.2017
Modular Developer
RAILROAD RETIREMENT BOARD
05.1985 - 08.1998
Bachelor Of Liberal Arts Degree - Liberal Arts
Saint Xavier University