Jaia Whittlesey
Columbus,GA
Summary
Customer-focused Technical Support Specialist with expertise in troubleshooting complex issues, SQL applications, and Windows platforms. Highly skilled in providing responsive support, resolving customer concerns, and maintaining accurate documentation. Possesses strong problem-solving, adaptability, and communication skills that align with company values of customer commitment and continuous learning. Demonstrated ability to analyze technical issues and deliver clear solutions to enhance the customer experience.
Overview
6
6
years of professional experience
Work History
Claims Technician
Teleperformance USA
10.2023 - 01.2025
- Utilized SQL applications to run basic queries, expediting claim investigations by 20%
- Acted as the primary contact for technical support, handling an average of 50+ support tickets daily
- Diagnosed and resolved technical issues efficiently, reducing ticket resolution time by 30%
- Documented support activities meticulously, ensuring accurate historical data for future reference
- Collaborated with senior team members to escalate and resolve complex customer incidents
- Maintained knowledge of current industry trends and best practices, participating in ongoing professional development opportunities.
Health Insurance Specialist
BCforward
02.2022 - 10.2023
- Delivered customer-centric support, responding to policy and claim inquiries with 95% customer satisfaction
- Assisted members in optimizing their plans, increasing plan enhancements by 15%
- Maintained precise policy documentation, ensuring compliance with industry regulations
- Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
- Performed needs analysis to obtain information required to make appropriate health insurance product recommendations.
Data Entry Clerk
Alorica
06.2021 - 02.2022
- Ensured 100% accuracy in data entry for insurance claims, improving processing efficiency
- Managed and updated databases, streamlining information retrieval for team use
- Verified data by cross-checking with original documents.
- Reviewed documents for accuracy before inputting information.
- Prioritized tasks effectively to ensure timely completion of all assigned projects without sacrificing attention to detail.
Claims Specialist
Alorica
11.2020 - 07.2021
- Investigated and processed claims, ensuring timely and accurate resolutions
- Collaborated cross-functionally to expedite issue resolution, improving claim turnaround time by 25%
- Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
- Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
- Developed strong working relationships with external partners such as adjusters, legal counsel, and medical professionals to facilitate efficient claim resolution processes.
Customer Service Representative
Concentrix
09.2018 - 11.2020
- Provided exceptional customer service, resolving inquiries with an 85% first-call resolution rate
- Assisted customers with technical support, billing, and troubleshooting, enhancing customer experience
- Utilized approved scripts to de-escalate complaints, improving retention by 10%
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Education
High School Diploma -
Kendrick High School
Columbus, GA05.2018
Skills
- SQL applications & queries
- Windows platform troubleshooting
- Incident resolution & ticket documentation
- Customer service & technical support
- Process improvement & efficiency
- Team collaboration & knowledge sharing
- Time management & responsiveness
- Data analysis & reporting
- Claims analysis
- Claims processing
- Microsoft office
- Liability determination
Additionalinformation
up to 10%, Flexible availability for early/late shifts and on-call support, Strong commitment to company values and continuous skill development
Timeline
Claims Technician
Teleperformance USA
10.2023 - 01.2025
Health Insurance Specialist
BCforward
02.2022 - 10.2023
Data Entry Clerk
Alorica
06.2021 - 02.2022
Claims Specialist
Alorica
11.2020 - 07.2021
Customer Service Representative
Concentrix
09.2018 - 11.2020
High School Diploma -
Kendrick High School
Similar Profiles
Shatangela WelchShatangela Welch
Call Center Representative at Teleperformance USACall Center Representative at Teleperformance USA
Flarrisha BerthierFlarrisha Berthier
Customer Service Representative at Teleperformance USACustomer Service Representative at Teleperformance USA
K'Niyah St.LouisK'Niyah St.Louis
Licensed Insurance Agent at Teleperformance USALicensed Insurance Agent at Teleperformance USA