Jana Earl
Customer Service & Claims
Marshall,TX
Summary
Hard-working professional with 3.5+ years of experience and a proven knowledge of conflict resolution, assisted living and customer service. Aiming to leverage my skills to successfully fill the Customer Service / CNA/ Customer Associate ETC... role at your company. Talented Claims Adjuster emphasizing effective time management, cost control and mediation. Self-motivated and customer-focused. Energetic and enthusiastic insurance professional motivated to succeed in fast-paced and deadline-driven professional environment. Comprehensive knowledge of claims adjustments with special knowledge of auto appraisals and CCC pathways estimations.3+ years experience in telephone (inbound) customer service , including sales , tech support and customer care. Possessing a positive attitude always and making sure I'm well prepared for any tasks at hand.I am aiming to use proven skills to effectively fill the role in each company worked for.
Overview
4
4
years of professional experience
4
4
years of post-secondary education
Work History
Claims Adjuster
Advanced Cell Technologies
Berwyn, PA
01.2021 - 11.2022
- Reverse on withdrawal and international fees on bank claims
- chargeback on claims , decide whether to pay or deny a claim.
- Provide preferred Banking Office and client support relating to ATM/Debit Cards
- Activating Debit Cards
- Manage disputes on fraud claims determining chargebacks being filed.
- Reversing fees such as withdrawal, international, balance inquiry , monthly maintenance fees etc...
CSR
Customer Contact Channels
Austin, TX
10.2020 - 12.2020
- Set up and activated customer accounts.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- enroll elderly into medicare benefits
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled customer inquiries and suggestions courteously and professionally.
Claims Specialist
Blue Cross and Blue Shield
Marshall, TX
02.2020 - 08.2020
- Researched and reviewed information to determine validity of insurance claims and contacted companies and customers about decisions.
- Maintained knowledge of policies and procedures and insurance coverage benefit levels, eligibility systems and verification processes.
- Communicated with other departments to establish action plans and manage open claims to closure.
- Processing medical claims deciding whether to pay or deny claims.
- Followed up with customers on unresolved issues.
- Reviewed new files to determine current status of injury claim and to develop plan of action.
- Understood requirements for disputes, gathered evidence to support claims and prepared customer cases to handle appeals.
- Performed administrative duties by verifying documentation, researching facts and contacting other parties involved to determine fault percentages and minimize potential losses.
CNA
OakWood House
Marshall, TX
01.2018 - 01.2019
- Turned and repositioned residents using proper body mechanics to prevent pressure ulcers.
- Fostered relationships with patients, caregivers and healthcare teams to achieve individual care plan targets.
- Maintained accurate, timely flow of information by completing thorough patient records and updating healthcare team on patient status.
- Answer patient signals , signal lights , bells , or intercom systems to determine patient needs.
- Assist nurses or physicians in the operation of medical equipment or provision of patient care.
- Clean and sanitize patient rooms , bathrooms, examination , rooms , or other patient areas.
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Participated in fun group activities with patients to boost mood, improve overall memory, and provide light entertainment.
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Oversaw and maintained patients' rooms, group living areas, and nurse stations.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
Customer Service Associate
Lowe’s
Longview, TX
02.2018 - 09.2018
- Responded to customer calls and emails to answer questions about products and services.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Informed customers about special promotions and provided detailed information for various products.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Provided product and service recommendations to guide customers on products to meet varying needs.
Customer Service Representative
Convergys, AT&T
Longview , Texas
11.2016 - 03.2017
- Provided primary customer support to internal and external customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered constant flow of customer calls with minimal wait times.
- add lines to customer accounts for commission
Education
Marshall High School
Marshall, TX 08.2009 -
Some College (No Degree) -
Tyler Junior College
Troup, TXSome College (No Degree) -
Remington College - Baton Rouge
Baton Rouge, LASkills
Xactimate SpecialistAsbestos ClaimsInsurance Fraud ExpertiseWorkers' Compensation ClaimsTeamworkCommunicationListeningMultitaskingTime ManagementReliableTime management
Verbal & Written Communication
Communication
Detail-Oriented
Problem Solving
Compassion
Empathy
Patience
Responsibilty
Timeline
Claims Adjuster
Advanced Cell Technologies
01.2021 - 11.2022
CSR
Customer Contact Channels
10.2020 - 12.2020
Claims Specialist
Blue Cross and Blue Shield
02.2020 - 08.2020
Customer Service Associate
Lowe’s
02.2018 - 09.2018
CNA
OakWood House
01.2018 - 01.2019
Customer Service Representative
Convergys, AT&T
11.2016 - 03.2017
Marshall High School
08.2009 -
Some College (No Degree) -
Tyler Junior College
Some College (No Degree) -
Remington College - Baton Rouge