Jana Malone
Phoenix,AZ
Summary
Sales Professional with analytical problem solver with excellent talents for team interaction as well as customer service aptitude and relationship-building skills. Proficient in decision making skills and sound judgement.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
Progress Residential
04.2023 - Current
- Set appointments for residents that needed repairs in their homes
- Conferred with Service Managers for immediate appointments throughout the United States
- Resolved escalated customer issues restoring confidence in company's excellence to top notch service
- Documented record to reflect what had been done on this account
Customer Service Representative
Blue Cross Blue Shield
09.2021 - 04.2023
- Researched benefits for providers and discussed coverage with customers; provided benefits scope and breakdown of annual plans
- Spoke with customers submitting appeals; updated claims records with health information, provider information, and copies of correspondence
- Filed and submitted payments for claims department and updated customers on account status
Customer Service Representative
Pearl Interactive
01.2021 - 08.2021
- Provided testing and location information to citizens requesting COVIDI 9 vaccine
- Coordinated transportation for persons needing accommodations to travel to the vaccine sites
- Maintained detailed records of customer interactions this contributing to a comprehensive database
Senior Business Representative
TTEC
08.2020 - 01.2021
- Contacted 10+ large healthcare companies to develop strategies for navigating customer service techniques
- Answered questions regarding merging to large healthcare organization; met with managers to develop reorganization
- Responded to phone and email correspondence and provided creative solutions to close gaps in information dissemination
Senior Retention Specialist
United Health Care
11.2018 - 03.2020
- Identified key issues through communications with customers and developed solutions that resulted in maintenance of customer’s account
- Educated customers on benefits and services and provided additional information on benefits based on individuals needs
- Reviewed customer feedback notes and developed customer service strategies that improved outcome
Senior Sales Consultant
Sound Images
07.2018 - 01.2019
- Consulted with Physicians to understand what their ultrasound needs were
- Demonstrated through ROI’s how them how much revenue they could expect from each scan
- Sold several different ultrasound systems to physicians ensuring that they had the correct system for their needs
National Ultrasound Sales Consultant
United Medical Instruments
01.2007 - 01.2018
- Sold ultrasounds to many different Physicians by phone
- Exceeded performance metrics metrics earning recognition year after year as top performer of the team
- Sold over 800,000 million dollars the year we carried used Sonosites
Education
Master of Arts -
Hospital/Clinical Administration and Counseling
Bachelor of Arts - Social Work/Nursing
University of Iowa
Iowa City, IA05-1974
Skills
- Microsoft PowerPoint
- Prioritization
- Building relationships with physicians
- Follow-up skills
- Product and service solutions
- Brand representation
- Escalation management
- Multitasking Abilities
- Customer service excellence
- Information Gathering
Keyattributions
Strong communication skills. Proficient in developing strong relationships with clients by developing trust and exhibiting credibility., Enjoy collaborating with colleagues, clients, and customers, as well as completing tasks independently. Eager to motivate and inspire others to deliver their best., Skilled in maintaining order. Able to seamlessly multi-task long and short-term priorities to generate desired results., Served in the military for 10 years. Received a Congressional appointment to 2LT.
Timeline
Customer Service Representative
Progress Residential
04.2023 - Current
Customer Service Representative
Blue Cross Blue Shield
09.2021 - 04.2023
Customer Service Representative
Pearl Interactive
01.2021 - 08.2021
Senior Business Representative
TTEC
08.2020 - 01.2021
Senior Retention Specialist
United Health Care
11.2018 - 03.2020
Senior Sales Consultant
Sound Images
07.2018 - 01.2019
National Ultrasound Sales Consultant
United Medical Instruments
01.2007 - 01.2018
Master of Arts -
Hospital/Clinical Administration and Counseling
Bachelor of Arts - Social Work/Nursing
University of Iowa
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