JASMINE WILSON
Riverdale,GA
Summary
Dedicated worker with excellent communication, time management and computer skills
Knowledgeable customer service professional with extensive experience ,Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Scheduling associate
Hollis Cobb Associates
04.2023 - 10.2024
- Assisted in developing strategies to optimize resources and maximize efficiency of scheduling processes.
- Communicated regularly with team members regarding updates on current and pending scheduling matters.
- Worked closely with management staff to develop long-term strategies for optimizing resource utilization.
- Responded quickly and efficiently to urgent requests for schedule changes or modifications.
- Scheduled and confirmed appointments.
Member service representative
Kaiser
08.2022 - 02.2023
- Be available to handle member inquiries
- Represent Health Plan by answering and documenting all incoming contacts to determine their nature, and respond to complex calls related to specialized product lines or queues
- Respond with empathy to complaints and concerns from members concerning health plan benefits, account status, payment history, and medical services
- Initiate contact with the appropriate health plan, medical group and facility personnel to obtain information relevant to the concern or inquiry as needed
- Evaluate data to determine and implement the appropriate course of action to resolve the complaint and/or coordinate service recovery
- Document according to procedure
- Assist department in reaching call handling goals, first contact resolution goals, complaint resolution compliance, member retention and making return contact as warranted
- Complete required training (including, but not limited to, annual certifications) and understand how to use tools available to recall necessary information
- Effectively diffuse anger, tension, and hostility, within regulatory guidelines, of members expressing concerns about the organization
- Maintain awareness of the way performance and actions affect members and the organization's financial stewardship
- Be open and receptive to feedback, and change behavior to improve performance.
Intake Coordinator
Lincoln Financial Group
06.2019 - 01.2021
- Maintained accurate records of client intakes in electronic database system.
- Assisted in developing policies and procedures related to intake processes.
- Communicated effectively with supervisors regarding current caseloads and resource availability.
- Provided education about available services, benefits, rights, responsibilities, risks and benefits of treatment options.
- Adhered to confidentiality guidelines when handling sensitive information about clients.
- Assisted in determining appropriate referrals for clients to other community agencies or programs.
- Met regularly with clients to review progress towards established goals and objectives.
- Coordinated transportation arrangements for clients as needed.
- Coordinated the intake process for new clients, including scheduling initial assessments and providing necessary paperwork.
- Provided information and resources to individuals, families, and groups seeking assistance.
Chat Support Representative
OnTrac
10.2024 - Current
- Achieved high levels of customer satisfaction by consistently meeting or exceeding response time targets.
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Conducted thorough research to provide accurate information, ensuring prompt resolution of customer concerns.
Case Aide
Robert Half Recruiters & Employment Agency
12.2017 - 02.2018
- Facilitated communication between clients, family members, and service providers.
- Maintained accurate records of client interactions in the agency database system.
- Arranged meetings between caseworkers and clients as needed.
- Facilitated communication between clients, caseworkers, and other stakeholders involved in a case.
- Educated clients about legal rights and responsibilities pertaining to their cases.
- Gathered information from clients regarding their financial status and living arrangements.
- Provided administrative support to case managers, including filing and organizing documents.
- Created reports summarizing outcomes of cases handled by the agency.
- Monitored progress of cases to ensure that deadlines are met.
- Prepared written materials such as letters or memos related to specific cases.
Technical Support Technician
Wipro LLC
12.2014 - 05.2017
- Responded to end-user support requests and patiently guided people through basic troubleshooting tasks
- Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution
- Worked closely with [System] and [Software] users to provide solutions to operations issues via phone, email, live chat, and web teleconference
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions
- Examined departmental documents to determine how they should be distributed and filed
- Used test scripts, personal expertise, and probing questions to break down and evaluate user problems
- Interacted with customers and responded to their questions via email, phone, website live chat, and online forums
- Explained technical information to non-technical people in plain English to help them understand it better.
- Performed system upgrades when necessary in order to maintain compatibility with latest software versions.
- Installed and configured hardware components such as printers, scanners, modems, routers, and other peripheral devices.
- Diagnosed and troubleshot computer problems for customers by using remote access tools.
Education
High School Diploma -
Penn Foster Career School
Scranton, PAOffice Administration -
Atlanta Technical College
Atlanta, GA10.2013
Skills
- Microsoft Office Suite
- Relationship building
- Organized
- Time management
- Multi-Task Management
- Active listening
- Coordination
- Troubleshooting
- Front office administration
- Proofreading
- Medical Terminology
- Scheduling Processes
- Customer Service
- Patient Registration
- Data Entry
- Schedule Coordination
- Online Systems
- Patient Admission
- Administrative Procedures
- Telephone Management
- Insurance Verification
- Clerical Support
- Patient Scheduling
Certification
CAP - Certified Administrative Professional
Accomplishments
- Customer Service Professional Certificate property and casualty
Timeline
Chat Support Representative
OnTrac
10.2024 - Current
Scheduling associate
Hollis Cobb Associates
04.2023 - 10.2024
Member service representative
Kaiser
08.2022 - 02.2023
Intake Coordinator
Lincoln Financial Group
06.2019 - 01.2021
Case Aide
Robert Half Recruiters & Employment Agency
12.2017 - 02.2018
Technical Support Technician
Wipro LLC
12.2014 - 05.2017
Office Administration -
Atlanta Technical College
CAP - Certified Administrative Professional
High School Diploma -
Penn Foster Career School
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