Jasmine Walker
Sacramento,CA
Summary
Solid background in analysis and problem-solving. Proven track record of identifying inefficiencies and implementing solutions that improve operational performance. Demonstrated ability to leverage data analytics and strong communication skills to drive strategic initiatives.
Overview
8
8
years of professional experience
Work History
Customer Service Rep
Robert Half
07.2024 - 08.2024
- Company Overview: Protiviti DDS Project
- Managed client inquiries and resolved issues efficiently, serving as a primary point of contact for the Protiviti DDS Project at Robert Half, ensuring outstanding customer satisfaction and maintaining high service standards.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Managed multiple incoming calls at once utilizing IVRS.
- Cross-trained and backed up other customer service managers.
- Responded proactively and positively to rapid change.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Quality Control Analyst
California Emergency Rental Assistance Program
06.2023 - 08.2023
- Conducted thorough quality control assessments, verifying applicant eligibility and adherence to established process and policy standards for compliance.
- Utilized critical thinking to resolve file completion issues, ensuring accurate and timely decision-making in alignment with control guidelines.
- Diligently reviewed and maintained documentation for submitted applications, ensuring organized records throughout the inspection operations.
- Conducted data review and followed standard practices to find solutions.
Fact Finder/Wages Agent
Maximus
01.2022 - 01.2023
- Company Overview: California UI Project
- Analyzed claim information and assessed eligibility against Unemployment Insurance regulations to ensure compliance with HIPAA and PCI standards
- Maintained comprehensive records of all claim activities, ensuring accuracy and meticulous attention to detail in documentation.
- Investigated potential fraud cases by conducting interviews to uncover unreported wages and false statements made during the benefits claims process
- Performed eligibility determinations through phone interviews, utilizing the Benefit Determination Guide, and contributed to Quality Assurance efforts.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- Placed and processed inbound/outbound calls, recorded messages including information extracted from databases via Interactive Voice Response Systems.
- Installed, maintained and supported IVR applications.
- Assisted in the development of comprehensive training programs, leading to increased proficiency amongst teams.
- Interpreted remotely through video conferencing or phone to facilitate communication between parties unable to meet in person.
Enrollment Specialist
Covered California
11.2016 - 02.2017
- Installed, maintained and supported IVR applications.
- Processed insurance enrollments, facilitated billing and payment transactions, and provided comprehensive support for health insurance program applications.
- Delivered customer service by resolving account access issues, answering inquiries, and clarifying requirements and procedures for obtaining health insurance coverage.
- Communicated effectively via telephone, email, and in person with prospective customers.
- Explained health plan options, including HMO, PPO, and EPO structures, and educated customers on the Affordable Care Act and associated financial assistance programs, coordinated with healthcare providers and government agencies to verify and resolve customer issues.
- Updated, entered, and reviewed customer data.
- Enhanced team productivity through effective time management and prioritization techniques during peak enrollment periods.
Education
Associate of Science - Criminal Justice/Law Enforcement
Solano Community College
Fairfield, CA05.2024
Skills
- Customer service
- Critical thinking
- Data entry
- Memory retention
- Telecommunications
- Analytical thinking
- Time management
- Attention to detail
- Documentation and reporting
- Root-cause analysis
- Decision-making
- Issue identification
Timeline
Customer Service Rep
Robert Half
07.2024 - 08.2024
Quality Control Analyst
California Emergency Rental Assistance Program
06.2023 - 08.2023
Fact Finder/Wages Agent
Maximus
01.2022 - 01.2023
Enrollment Specialist
Covered California
11.2016 - 02.2017
Associate of Science - Criminal Justice/Law Enforcement
Solano Community College
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