Jalia Ambrose
Summary
Professional in member care, consistently delivering exceptional service and efficient problem resolution. Proven ability to support and collaborate with team members to achieve common goals. Known for adaptability and reliability, excelling in dynamic and fast-paced environments.
Overview
7
7
years of professional experience
Work History
Member Care Specialist/Group Service Advocate
Blue Cross Blue Shield Florida (Remote)
07.2022 - 05.2025
- Assisting members with claims, benefits, enrollment, authorizations, and billing inquiries.
- Locating IN-Network physicians.
- Operating multiple systems to send tasks over to different departments.
- Assisting with pharmacy claims.
- Communication with member via chat, or telephone.
- Resolved customer inquiries and issues through effective communication and problem-solving techniques.
- Developed training materials to support ongoing staff development and ensure consistency in service delivery.
- Improved customer satisfaction by promptly addressing inquiries and resolving issues.
Credit Union Customer Service Representative
PSCU/VELERA (Remote)
05.2023 - 08.2024
- Actively receiving calls at high call volume.
- Assisting members with banking inquiries.
- Escalating inquiries with different Credit Unions.
- Providing balance checks, assisting with home banking accounts, transferring funds, collecting loan payments.
- Utilized CRM systems to manage customer interactions and document service requests.
- Improved cash flow for the company by efficiently managing accounts receivable collections.
- Monitored payment collections closely while maintaining strong working relationships with clients.
Chat/Inbound Customer Service Representative
SITEL (Remote)
01.2022 - 07.2022
- Increased efficiency of call handling by utilizing available resources such as scripts, FAQs, or knowledge base articles when assisting customers.
- Analyzed complex tax regulations to ensure compliance and optimize client strategies.
- Resolved customer inquiries via phone, email, and chat, ensuring high satisfaction rates.
- Retained valuable clients by providing empathetic support during challenging situations or escalations, leading to issue resolution.
- Collaborated with team members to share knowledge and best practices, improving overall team performance in customer service metrics.
- Prioritizing customer retention and offer cross-sales products to customers when applicable. Understanding live chat software.
Customer Service Representative
Conduit Global (Remote)
12.2020 - 01.2022
- Canceling, modifying, and going over transportation for all medical appointments.
- Arranging hospital discharge transportation.
- Data entry for all Dr. visits, details for members. Keeping record of customer interactions.
- Managing multiple systems to achieve company goals.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Elementary School Teacher
Shelby County Schools
08.2018 - 05.2020
- Created lesson plans to correlate with state curriculum standards and devised educational programs to meet educational objectives.
- Evaluated and assessed student progress regularly, providing constructive feedback and adapting teaching methods accordingly.
- Established open communication and positive relationships with students, parents, peers, and administrative staff.
- Communicated effectively with parents and guardians, maintaining open lines of communication regarding student progress and addressing concerns as needed.
Education
Diploma - Child Development
Germantown High School
05.2014
Associate of Science - undefined
Southwest Tennessee Community College
05.2020
Skills
- Design software
- Data Entry
- Great Communication
- Multitasking
- Impeccable Writing Skills
- Creative problem solving
- Timely Planning
- Customer support
- Complaint handling
- Banking
- Financial transactions
- Account management
Timeline
Credit Union Customer Service Representative
PSCU/VELERA (Remote)
05.2023 - 08.2024
Member Care Specialist/Group Service Advocate
Blue Cross Blue Shield Florida (Remote)
07.2022 - 05.2025
Chat/Inbound Customer Service Representative
SITEL (Remote)
01.2022 - 07.2022
Customer Service Representative
Conduit Global (Remote)
12.2020 - 01.2022
Elementary School Teacher
Shelby County Schools
08.2018 - 05.2020
Associate of Science - undefined
Southwest Tennessee Community College
Diploma - Child Development
Germantown High School
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