Janesa Peebles
Villa Rica,GA
Summary
Dedicated and personable customer service professional with over 10 years of experience in call centers, client relations, and remote support environments. Proven ability to manage escalations, resolve complex issues, and lead teams to deliver high-quality service. Tech-savvy, organized, and driven to provide exceptional customer experiences in both B2B and B2C settings. Seeking a fully remote role that leverages my communication skills, problem-solving abilities, and experience with support tools.
Overview
14
14
years of professional experience
Work History
Client Support Specialist- Remote
Ford Motor Company
2024.07 - Current
- - Provide high level service support to in-house and outside clients of FORD.
- - Correspond with dispatch for part delivery
- - Take calls and emails and resolve within a timely manner
- -Adhere to service levels set based on priority
Client Services Manager
Mr. & Mrs. Events
2014.03 - Current
- - Managed all aspects of client communication, booking, and event planning remotely
- - Responded to leads via phone, email, social media, and website to secure new bookings
- - Oversaw staffing and logistics for events across two venues
- - Handled inventory tracking, vendor coordination, and customer satisfaction follow-up
Financial Recovery Escalations Analyst
Humana
2016.09 - 2018.02
- - Resolved escalated provider billing and coding disputes via phone, chat, and email
- - Reprocessed claims, validated overpayments, and communicated audit findings
- - Handled complex Medicare and CMS guidelines and financial recovery cases
Patient Financial Advocate - Team Lead
MedAssist
2015.06 - 2016.06
- - Led a remote/hybrid team of agents, auditing calls and training new hires
- - Managed billing inquiries, insurance claims, charity screening, and payment disputes
- - Ensured HIPAA compliance and quality control across multiple support tools
Senior Technical Analyst
CoreLogic
2011.05 - 2015.11
- - Delivered IT support for internal teams, resolved system issues, and maintained networks
- - Managed SharePoint, Remedy tickets, SolarWinds, and provided remote desktop support
Customer Service Associate II- REMOTE
JP Morgan Chase
2014.01 - 2014.09
- - Achieved top call efficiency metrics while resolving banking and billing issues
- - Processed customer requests, complaints, and payments in a fast-paced call center
Education
Computer Engineering
University of Louisville
01.2009
High School Diploma - undefined
Moore Traditional High School
01.2006
Skills
- - Remote Support Tools (LiveVox, Zendesk, Epic, SharePoint, Remedy)
- - Conflict Resolution & Escalation Management
- - Team Leadership & Shift Coordination
- - Technical Troubleshooting & Software Support
- - HIPAA Compliance & Medical Billing
- - CRM & Data Management
- - B2B & B2C Communication
- - Microsoft Office Suite CiscoWorks VPN DHCP Active Directory
Previous Roles
- Business Customer Service Rep III - Insight Business
- Provisioning Analyst - Insight Business
- Tier 2 Technical Support - AT&T
Timeline
Client Support Specialist- Remote
Ford Motor Company
2024.07 - Current
Financial Recovery Escalations Analyst
Humana
2016.09 - 2018.02
Patient Financial Advocate - Team Lead
MedAssist
2015.06 - 2016.06
Client Services Manager
Mr. & Mrs. Events
2014.03 - Current
Customer Service Associate II- REMOTE
JP Morgan Chase
2014.01 - 2014.09
Senior Technical Analyst
CoreLogic
2011.05 - 2015.11
Computer Engineering
University of Louisville
High School Diploma - undefined
Moore Traditional High School