Jaia Whittlesey
Columbus,GA
Summary
Detail-oriented professional with extensive experience in customer service, claims processing, data entry, and technical support seeking a challenging position to utilize skills and contribute to the success of a dynamic organization. Also resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions.
Overview
6
6
years of professional experience
Work History
Offline Tech Specialist
Teleperformance
10.2022 - Current
- Delivered technical support for offline issues, ensuring seamless operation of systems and equipment
- Managed troubleshooting processes, reducing downtime by 20% through efficient problem-solving techniques
- Implemented SARS (Specific, Achievable, Relevant, and Time-bound) metrics, achieving 95% resolution rate within designated timeframes
- Conducted comprehensive root cause analysis, leading to identification and resolution of recurring issues.
- Followed all company policies and procedures to deliver quality work.
- Developed strong client relationships through consistent communication and attentive service.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
Health Insurance Representative
BcForward
02.2021 - 10.2022
- Provided expert assistance to customers regarding health insurance policies and claims processing
- Utilized SARS methodology to increase claims processing efficiency by 30%, resulting in improved customer satisfaction
- Successfully resolved complex insurance inquiries, maintaining customer satisfaction rate of over 90%.
- Assisted clients in understanding their coverage options, guiding them towards most suitable plans for their needs.
- Collaborated with healthcare providers to ensure accurate billing practices, reducing disputes and errors.
- Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
- Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
Data Entry Specialist
Alorica
07.2020 - 02.2021
- Maintained accuracy and efficiency in data entry tasks, processing over 500 records daily
- Implemented SARS techniques to reduce data entry errors by 25%, improving overall data integrity
- Collaborated with team members to streamline data entry processes, resulting in 15% increase in productivity.
- Completed data entry tasks with accuracy and efficiency.
- Maintained strict confidentiality of sensitive information, adhering to established guidelines and protocols.
- Compiled data and reviewed information for accuracy prior to input.
- Reduced errors in data records by conducting thorough quality checks and implementing corrective measures.
- Increased productivity through effective multitasking, prioritizing diverse workloads according to deadlines.
Claims Specialist
Alorica
11.2019 - 07.2020
- Processed insurance claims with precision and attention to detail, ensuring compliance with company policies and regulations
- Achieved 98% accuracy rate in claims processing through implementation of SARS methodology
- Resolved escalated customer issues promptly, resulting in 20% reduction in customer complaints.
- Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
- Managed high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
- Handled high-pressure situations with professionalism and composure, consistently achieving positive outcomes for both clients and organization.
- Collaborated with cross-functional teams to optimize claims handling procedures, resulting in improved productivity.
Customer Service Representative
Concentric
09.2018 - 11.2019
- Provided excellent customer service via phone and email, addressing inquiries and resolving issues in timely manner
- Utilized SARS techniques to increase customer satisfaction scores by 15% within six months
- Consistently met or exceeded performance targets, including call resolution times and customer satisfaction metrics.
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Answered constant flow of customer calls with minimal wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
High School Diploma -
Kendrick High School
Columbus, GA05.2018
Skills
- Proficient in customer service techniques and conflict resolution
- Strong data entry and database management skills
- Excellent problem-solving abilities
- Familiarity with health insurance policies and claims processing
- Technical troubleshooting expertise
- Detail-oriented with focus on accuracy and efficiency
- Quality Assurance
- Documentation Management
- Expert Problem Solving
- Customer Relations
- Proficient in Microsoft
- Quality Assessment
- Analytical Thinking
- Data Analysis
Timeline
Offline Tech Specialist
Teleperformance
10.2022 - Current
Health Insurance Representative
BcForward
02.2021 - 10.2022
Data Entry Specialist
Alorica
07.2020 - 02.2021
Claims Specialist
Alorica
11.2019 - 07.2020
Customer Service Representative
Concentric
09.2018 - 11.2019
High School Diploma -
Kendrick High School