Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Jada Wilson

Dallas

Summary

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

6
6
years of professional experience

Work History

Customer Service Representative

Childrens Pecialized Hospital
12.2024 - 05.2025
  • Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
  • Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
  • Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
  • Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Enhanced patient satisfaction by addressing inquiries and resolving issues related to medical appointments, billing, and insurance.
  • Used computer programs and registration systems to schedule patients for routine and complex procedures.
  • Directed incoming calls to internal personnel and departments, routing to best-qualified department.
  • Remained aware of provider schedules and scope of practice on evolving basis to organize and schedule appropriate care.
  • Stayed calm under pressure to and successfully dealt with difficult situations.

Customer Service Representative

American Income Life Insurance Company
03.2019 - 11.2024
  • Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
  • Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
  • Documented customer interactions and transactions for accurate, up-to-date records.
  • Assisted customers with completing insurance documents to avoid missed information.
  • Processed insurance policy cancellations and renewals quickly to meet call time targets.
  • Fielded customer complaints, escalating complex issues to management for resolution.
  • Reviewed and adjusted customer coverage levels to address, identify, and resolve customer conflicts.
  • Collaborated with underwriters to streamline the policy issuance process for improved efficiency.
  • Processed insurance claims to ensure timely support for customers in need.
  • Calculated adjustments, premiums and refunds.
  • Collected premiums and issued accurate receipts.
  • Posted payments to accounts and maintained records.
  • Notified insurance agents and accounting departments of policy cancellations and changes.

Education

High School Diploma -

Lamar High School
Arlington,TX
06-2019

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Problem resolution
  • Call center experience
  • Computer proficiency
  • Conflict resolution
  • Payment processing
  • Microsoft outlook
  • Scheduling
  • Paperwork processing
  • Appointment scheduling
  • Documentation

Languages

English
Full Professional

Timeline

Customer Service Representative

Childrens Pecialized Hospital
12.2024 - 05.2025

Customer Service Representative

American Income Life Insurance Company
03.2019 - 11.2024

High School Diploma -

Lamar High School

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Jada Wilson