Jameyah WARREN
Bear,Delaware
Summary
Efficient, dedicated knowledgeable specialist with 3+ years of experience in providing exceptional support across phone and digital channels. Skilled in problem-solving, Quick learner, adept at understanding and utilizing new technologies and systems to enhance service delivery. Proven ability to handle high-pressure situations with patience and professionalism. Solid team player with an outgoing, positive demeanor and proven skills in establishing client rapport. Specialize in quality, speed, and process optimization. Motivated to maintain customer satisfaction and contribute to company success.
Overview
4
4
years of professional experience
Work History
Customer Care Specialist
Blue Cross Blue Shield
01.2023 - Current
- Deliver unparalleled customer service by promptly addressing intricate inquiries, resolving complex issues, and ensuring utmost client satisfaction.
- Manage a substantial volume of inbound calls from policyholders, and healthcare providers, averaging 80 calls per day.
- Conduct comprehensive research and analysis to expedite theresolution of intricate customer concerns about coverage, claims, billing, and policy information, collaborating with internal departments and external vendors as needed.
- Articulate intricate insurance policies, procedures, and benefits to members, ensuring a comprehensive understanding of their coverage and assisting members in obtaining pre-authorization requirements, deductibles, and copayments.
- Foster seamless collaboration with internal departments, including claims and underwriting, to facilitate the expedited resolution of intricate customer issues, resulting in a 30% reduction in claim processing time.
- Identify opportunities for continuous process improvement and provide incisive feedback to management to enhance operational efficiency and customer experience, resulting in a 15% increase in customer satisfaction ratings.
Administrative Assistant
Urban Gentlemen LLC
01.2022 - 01.2023
- Liaised between clients and vendors and maintained effective lines of communication.
- Supported executive staff by scheduling meetings, coordinating travel arrangements, and preparing documents.
- Built and maintained excellent customer relationships through timely responses to inquiries and going above and beyond to accommodate unusual requests.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Received and sorted incoming mail and packages to record, dispatch, or distribute to the correct recipient.
- Processed customer orders accurately and within agreed timeframes to meet service standards.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Worked flexible hours across night, weekend, and holiday shifts.
- Paid attention to detail while completing assignments.
Customer Care Representative
The Guardian Life Insurance Company of America
01.2020 - 01.2022
- Responded to a high volume of customer inquiries via phone, email, and chat, providing accurate and detailed information about insurance policies, claims procedures, and account status
- Addressed policyholders' concerns and effectively resolved intricate issues related to premiums, coverage, claims, and policy changes, ensuring exceptional levels of customer satisfaction and retention
- Assisted policyholders in selecting suitable insurance products based on their unique needs and financial goals, providing thorough explanations of coverage options, policy benefits, and investment features
- Processed policy change requests promptly and accurately, ensuring strict adherence to company policies, regulatory requirements, and compliance standards
- Collaborated seamlessly with internal teams, including underwriters, claims adjusters, and sales representatives, to resolve complex customer issues and provide comprehensive and timely service
- Documented customer interactions and meticulously maintained accurate records in the CRM system, ensuring a comprehensive customer profile and efficient case management.
Education
High School Diploma -
Penn Foster High School
Scranton, PA01.2019
Skills
- Customer Service Excellence
- Complex Problem-Solving
- Positive Customer Experience
- Inbound and Outbound Calling
- Typing 50 WPM
- Quick Learner
- Verbal and Written Communication
- Research and Analysis
- Collaboration
- Insurance Policies and Procedures
- Claims Processing
- Billing and Policy Information
- Pre-Authorization Requirements
- Deductibles and Copayments
- Administrative Support
- Calendar Management
- Meeting Coordination
- Document Preparation and Editing
- MS Office Suite
- Travel Arrangements
- Communication Management
- Multitasking
- Medical Terminology
- Call Center
- Customer Focus
Timeline
Customer Care Specialist
Blue Cross Blue Shield
01.2023 - Current
Administrative Assistant
Urban Gentlemen LLC
01.2022 - 01.2023
Customer Care Representative
The Guardian Life Insurance Company of America
01.2020 - 01.2022
High School Diploma -
Penn Foster High School