Jakita Delco
Coppell,TX
Summary
Proactive Remote Customer Service Representative with extensive experience in resolving disputes and handling escalated calls. Skilled in claims analysis, data entry, and utilizing specialized software programs. Known for improving user experiences and customer satisfaction through empathetic communication and efficient problem-solving.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
8
8
years of professional experience
Work History
Remote Customer Service Representative
Carenet United Heathcare
12.2022 - 05.2024
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Participated in training programs to enhance product knowledge and customer service skills.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Sought ways to improve processes and services provided.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Remote Claims Specialist
Liberty Mutual Group
01.2018 - 11.2022
- 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.
- Settled complex claims fairly by applying critical thinking, negotiation skills, and detailed knowledge of insurance policies.
- Negotiated settlements with claimants and attorneys, achieving favorable outcomes for all parties involved.
- Communicated effectively with staff members of operations, finance and clinical departments.
- Notified insurance agents and accounting departments of policy cancellations and changes.
- Reviewed outstanding requests and redirected workloads to complete projects on time.
- Calculated adjustments, premiums and refunds.
- Modified, updated and processed existing policies.
- Prepared insurance claim forms or related documents and reviewed for completeness.
- Checked documentation for accuracy and validity on updated systems.
- Verified client information by analyzing existing evidence on file.
- Evaluated and settled complex insurance claims in strict timeframes.
- Reviewed insurance and claims documents to verify required information and secure any missing data for settlements.
- Improved claim processing efficiency by streamlining workflows and implementing time-saving strategies.
- Followed up with customers on unresolved issues.
- Handled high-pressure situations with professionalism and composure, consistently achieving positive outcomes for both clients and the organization.
Data Entry Representative
MCI Massmarket
10.2016 - 11.2018
- Demonstrated versatility by effectively working independently or collaboratively as part of a team on diverse assignments.
- Adapted quickly to various computer systems and software applications used for different projects or clients'' needs.
- Safeguarded database integrity by conducting regular backups and implementing security measures.
- Assisted in training new employees, sharing tips for efficient data entry techniques.
- Supported interdepartmental collaboration through accurate sharing of critical information across teams.
- Increased data accuracy by meticulously entering and updating information in company databases.
- Improved customer service by promptly addressing inquiries and resolving issues related to entered data.
- Utilized specialized software programs to efficiently enter, update, and maintain company records.
- Delivered high-quality work consistently by maintaining focus on detail-oriented tasks for long periods of time.
- Reduced errors with thorough review and verification of data before submission.
- Maintained confidentiality, ensuring secure storage of sensitive information and documents.
- Collaborated with team members to complete large-scale data entry projects on time.
- Scanned documents and saved in database to keep records of essential organizational information.
- Completed data entry tasks with accuracy and efficiency.
- Corrected data entry errors to prevent duplication or data degradation.
- Maintained files, records, and chronologies of entry activities.
- Verified data files prior to entry to maintain high data accuracy.
- Managed and organized documents for data entry tasks.
- Used computer software to store and retrieve data.
- Checked for accuracy by verifying data and records.
- Followed data entry protocols, rules and regulations.
- Updated and maintained customer information, documents and records.
- Analyzed current data records to provide detailed reports.
- Utilized techniques for increasing data entry speed.
- Assisted with developing data entry processes.
- Developed and implemented data entry operations.
- Compared transcribed data with source document to detect and correct errors.
- Compiled, verified accuracy, and sorted information to prepare source data for computer entry.
Education
High School Diploma -
Acadiana High School
Scott, LA05-2020
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Microsoft Office
- Claims analysis
- Microsoft Office Specialist
- Microsoft Excel and PowerPoint
- Technical Support
- Multi-tasking strength
- Listening Skills
- Zendesk experience
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Resolved product issue through consumer testing.
- Maintained a superior quality rating of 95% in file handling from 3 to present, exceeding the % department goal.
Languages
English
Full Professional
Timeline
Remote Customer Service Representative
Carenet United Heathcare
12.2022 - 05.2024
Remote Claims Specialist
Liberty Mutual Group
01.2018 - 11.2022
Data Entry Representative
MCI Massmarket
10.2016 - 11.2018
High School Diploma -
Acadiana High School
Similar Profiles
Wenter GivensWenter Givens
Customer Service Representative Team Lead US at United HeathcareCustomer Service Representative Team Lead US at United Heathcare
Hollis WalkerHollis Walker
Associate Systems Analyst at AbleTo (Optum, United Heathcare)Associate Systems Analyst at AbleTo (Optum, United Heathcare)
Brandi RawsonBrandi Rawson
Customer Representative at CarenetCustomer Representative at Carenet
Meenal GovindanMeenal Govindan
Senior Business System Analyst at Flagstar BankSenior Business System Analyst at Flagstar Bank
Geoffrey WilliamsGeoffrey Williams
Senior Airman (SrA) - Level 5 Dental Assistant at United States Air Force ReservesSenior Airman (SrA) - Level 5 Dental Assistant at United States Air Force Reserves