Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Jasmine Lacey

Mobile,AL

Summary

Experienced Insurance Customer Service Representative with a track record of enhancing customer satisfaction and streamlining policy processes. Contributed to Fidelity Life Insurance by reviewing policies and resolving customer complaints, showcasing exceptional organizational skills and active listening abilities. Instrumental in driving improvements in efficiency and customer service quality, leveraging a deep understanding of insurance terminology and strong decision-making abilities.

Overview

7
7
years of professional experience

Work History

Insurance Customer Service Representative

Fidility Life Insurance
08.2021 - Current
  • Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
  • Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
  • Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
  • Responded to customer requests for products, services, and company information.
  • Assisted clients in filing claims, coordinating with adjusters to expedite the process and secure fair settlements.
  • Enhanced customer satisfaction by addressing and resolving insurance-related inquiries and concerns.
  • Documented customer interactions and transactions for accurate, up-to-date records.
  • Assisted customers with completing insurance documents to avoid missed information.
  • Reviewed and adjusted customer coverage levels to address, identify, and resolve customer conflicts.
  • Collaborated with underwriters to streamline the policy issuance process for improved efficiency.
  • Processed insurance claims to ensure timely support for customers in need.

Insurance Customer Service Representative

Alabama Medical Group
01.2018 - 06.2021
  • Reviewed and adjusted customer coverage levels to address, identify, and resolve customer conflicts.
  • Educated customers on available discounts, promoting loyalty and policy retention through tailored recommendations.
  • Maintained thorough knowledge of industry trends and product offerings to provide accurate information to clients at all times.
  • Played key role in successful migration of customer data to new database, ensuring no customer information was lost.
  • Responded to customer requests for products, services, and company information.
  • Handled sensitive customer information with discretion, adhering to strict data privacy regulations at all times.
  • Completed appeals of denied claims on patient bills.
  • Developed customized billing reports for internal stakeholders, supporting informed decision-making processes.

Education

Associate of Science -

Shelton State Community College
Tuscaloosa, AL
06-2017

Skills

  • Organization
  • Complaint Handling
  • Policy understanding
  • Insurance terminology
  • Policy Review
  • Active Listening
  • Attention to Detail
  • Decision-Making

Accomplishments

  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.

Timeline

Insurance Customer Service Representative

Fidility Life Insurance
08.2021 - Current

Insurance Customer Service Representative

Alabama Medical Group
01.2018 - 06.2021

Associate of Science -

Shelton State Community College
Jasmine Lacey