Jaelyn Jones
Houston,TX
Summary
Seasoned Customer Service Rep with 7 years of experience; adept at handling complex customer inquiries and providing solutions in fast-paced environments. Skilled in payment processing, account management, and maintaining compliance with HIPAA guidelines. Seeking to leverage expertise in a new Customer Service Rep role to enhance customer satisfaction and improve service delivery.
Overview
10
10
years of professional experience
Work History
BOS REPRESENTATIVE
Harris County Toll Road Authority
Houston, TX
07.2025 - Current
- Managed customer inquiries and resolved issues efficiently to enhance service satisfaction.
- Provided accurate information regarding toll rates and payment options to assist travelers.
- Developed training materials for new representatives to ensure consistent service delivery.
- Analyzed customer feedback to identify trends and recommend process improvements.
- Implemented operational procedures that streamlined workflow and reduced response times.
- Coordinated with cross-functional teams to optimize toll collection systems and technology integration.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
Customer Service Specialist
Alight Solutions
08.2023 - 03.2025
- Ensure compliance with medical necessity by obtaining required data, reviewing compliance systems, and securing necessary patient or guarantor signatures.
- Post customer payments accurately, including cash, checks, and credit card transactions, and resolve account discrepancies through thorough investigation.
- Maintain up-to-date receivables by tallying unpaid invoices and assist in hospital billing, collections, and claims processing, including the management of underpayments.
- Verify insurance eligibility and benefits, secure timely referrals and authorizations, and adhere to HIPAA guidelines and regulations in managing member accounts.
Customer Service Representative
National Global Solutions
02.2022 - 02.2023
- Addressed inbound technical support inquiries for services including internet, phone, and cable, delivering high-quality assistance to enhance customer satisfaction.
- Processed payments and managed customer accounts, ensuring timely and accurate handling of billing inquiries and package adjustments.
- Conducted meticulous reviews of customer data to verify adherence to account eligibility requirements, maintaining compliance with established protocols.
- Demonstrated adaptability by maintaining exceptional service standards in both call center and remote settings, consistently meeting or exceeding performance benchmarks.
Security Guard
Allied Universal
03.2022 - 11.2022
- Maintained a welcoming environment by courteously greeting visitors and providing directional assistance to tenants within a multi-story facility.
- Demonstrated strong communication and problem-solving skills, ensuring adherence to protocols and accountable for actions throughout the duration of shifts.
- Accurately recorded and reported detailed information pertaining to daily assignments, contributing to the efficiency of security operations.
Customer Service Specialist II
Aetna, a CVS Health Company
02.2020 - 02.2022
- Verified provider information using industry-standard databases, ensuring accuracy in Medicare details and National Provider Identifier (NPI) records.
- Achieved and consistently surpassed performance benchmarks in call speed, accuracy, and volume, demonstrating strong call management skills.
- Enhanced customer experience by educating clients on system navigation and service acquisition processes, contributing to increased client satisfaction.
- Supported billing efficiency by collaborating with sales, marketing, and coding teams, providing critical feedback to optimize accounting operations.
Customer Service Representative
Reliant Energy
01.2017 - 10.2020
- Managed a high volume of inbound calls, efficiently scheduling appointments and addressing customer inquiries.
- Facilitated customer bill payments and informed customers about available service plans, enhancing customer understanding and satisfaction.
- Consistently met and exceeded call duration targets through effective time management, while maintaining a high standard of service.
- Investigated and resolved account discrepancies, collaborating with cross-departmental teams to ensure accurate billing and updated customer account information.
Guest Advocate/Cashier/Inventory (Seasonal)
Target Corporation
04.2016 - 12.2019
- Provided exceptional customer service, ensuring complete guest satisfaction during checkout processes.
- Maintained accountability and consistently demonstrated reliability in team support and collaboration.
- Assessed and managed inventory effectively, coordinating timely placement of received goods.
Education
Some College - Nursing
Florida Career College
08.2022
High School Diploma - undefined
Texas Cann Academy
06.2020
Skills
- Communication Skills
- Surveillance
- Microsoft Office
- Typing
- Medical Scheduling
- Medical Billing
- Quality Assurance
- Medical Receptionist
- Customer Relations
- Phone Etiquette
- Insurance Verification
- Documentation Review
- Pci
- Leadership
- Customer support
- Data entry proficiency
- Cross-functional team development
- Performance improvement
Timeline
BOS REPRESENTATIVE
Harris County Toll Road Authority
07.2025 - Current
Customer Service Specialist
Alight Solutions
08.2023 - 03.2025
Security Guard
Allied Universal
03.2022 - 11.2022
Customer Service Representative
National Global Solutions
02.2022 - 02.2023
Customer Service Specialist II
Aetna, a CVS Health Company
02.2020 - 02.2022
Customer Service Representative
Reliant Energy
01.2017 - 10.2020
Guest Advocate/Cashier/Inventory (Seasonal)
Target Corporation
04.2016 - 12.2019
High School Diploma - undefined
Texas Cann Academy
Some College - Nursing
Florida Career College