Jakia Brown
Chicago,IL
Summary
Passionate and professional Representative leads outreach efforts, strategic direction and day-to-day function management. Proven talent at building relationships and influencing others to gain support and commitment. Excellent presentation and communication skills and comfort working in fast-paced environment. Analytical professional with technical knowledge and critical thinking skills to thrive in data-driven environments. Tackles challenges with positivity and drive to overcome. Works great alone or with others and consistently exceeds expectations. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
7
7
years of professional experience
Work History
Advocate4ME REP
United Healthcare
Minneapolis, MN
04.2022 - 02.2024
- Demonstrated strong problem solving skills when faced with challenging situations or complex inquiries from customers.
- Demonstrated exceptional service skills by going above and beyond to satisfy customers on phone.
- Provided customer service by answering inquiries, resolving complaints, and providing general information to clients regarding healthcare services.
- Verified patient demographic information in order to ensure accuracy of data entry.
- Maintained client confidentiality according to HIPAA regulations at all times.
- Educated members about their healthcare benefits and plan
- Assist members to maximize use of community resources, support programs, and resources available.
- Meet performance goals established for the position in efficiency, call quality, customer satisfaction, first call resolution, scheduled adherence and attendance.
- Completed medical verifications, welcome calls, medical assessments.
- Use multiple databases, and tools to refer and enroll members to appropriate internal specialists and programs, based on needs.
Independent Contractor
Liveops
Chicago, IL
10.2021 - 08.2023
- Managed quality control and maintained high level of customer satisfaction.
- Kept client satisfaction high by consulting closely at various stages and incorporating important feedback.
- Delivered high level of customer service and support by answering questions and returning phone calls quickly.
- Reviewed customer requests, resolved questions and defined specifications before completing orders.
- Resolved customer inquiries promptly via phone.
- Provided technical assistance to clients in using products or services.
- Maintained composure and productivity in high-pressure environments to facilitate client satisfaction.
- Worked independently and with other team members to decipher problems and create solutions.
- Identified needs of customers promptly and efficiently.
- Displayed strong telephone etiquette, effectively handling difficult calls.
Sr, Collector
Flagstar Bank
Chicago, IL
01.2021 - 10.2021
- Gather details surrounding a borrower's current financial situation and create detailed documentation
- Perform advanced skip tracing and daily loan maintenance
- Educate borrowers on payment options, explain delinquency ramifications, and solicit hardship programs.
- Negotiated payment arrangements with customers in order to ensure timely payments.
- Assisted customers experiencing financial hardship by providing resources that may help them manage their debts more effectively.
- Utilized various computer software programs for data entry, account research, and other related tasks.
- Maintained accurate records of all collections activities including payment arrangements, contact notes, and account statuses.
- Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
- Processed payments over phone and set up recurring drafts.
Assistant Account Manager
Fay Servicing
Chicago, IL
09.2016 - 01.2021
- Efficiently manage over 500 mortgagee accounts as a single point of contact
- Make analytical assessments of mortgagor's financial standing and identify solutions
- Keep current with market changes and regulations
- Processed customer payments
- Counted safe and store deposit
- Balanced register bags
- Counted inventory
- Maintained store appearance and stock shelves.
Education
High School Diploma -
Parkway North High School
05-2013
Some College (No Degree) - Health Administration
Purdue University - North Central
Westville, INSkills
- Problem Solving
- Microsoft Office Suite
- Collaborative Interpersonal Skills
- Excellent Verbal and Written Communication
- Skip Tracing
- Merchandising and Stocking
- Loss Prevention
- Emergency maintenance knowledge
- Medical emergency knowledge
- Customer Support
- Payment Processing
- Data Entry
- Customer Service
- Order Processing
- Inbound Customer Service
- Documentation and Reporting
- Complaint Handling
- Call Documentation
- Account Management
- De-Escalation Techniques
- Time Management Abilities
- Multi-Line Phone Systems
References
References available upon request.
Timeline
Advocate4ME REP
United Healthcare
04.2022 - 02.2024
Independent Contractor
Liveops
10.2021 - 08.2023
Sr, Collector
Flagstar Bank
01.2021 - 10.2021
Assistant Account Manager
Fay Servicing
09.2016 - 01.2021
High School Diploma -
Parkway North High School
Some College (No Degree) - Health Administration
Purdue University - North Central