NICE
JASMINE WOODS
Phenix City,AL
Summary
Knowledgeable Workforce Analyst successful gathering, reviewing and modeling information to make proactive adjustments to schedules and strategies. Highly organized and skilled with excellent critical thinking, problem-solving and planning abilities. Over 3+ years of experience in workforce assessment. Focused on maintaining optimal coverage and service levels. Effective at training new employees on regulations, monitoring patterns and handling schedule requests. Writes reports, updates spreadsheets, and produces forecasts.
Overview
15
15
years of professional experience
6
6
years of post-secondary education
Work History
WFM Analyst Intern
Elevance Health
05.2023 - Current
- Performs real-time analysis duties to ensure service levels are met utilizing NICE
- Monitors call volume demand in real time and flexes workforce accordingly
- Ensures that best possible call center service levels are achieved to maximize utilization
- Monitors call volume and average speed of answer (ASA) in real time & adjusts schedules to ensure consistent service is maintained for various lines of business
- Designs and manages efficient staff scheduling system for short-term future needs which includes development of shift requirements and paid time off (PTO) planning
- Determines how to best distribute staff to meet projected call volumes
- Analyzes historical patterns to determine nature, variance, and seasonality of call arrival patterns
- Utilizes shift schedule templates to determine shifts
- Creates shift schedules in NICE system
- Develops set of priority rules that will govern how shifts are assigned
- Establish set of scheduling resources and monitoring systems to manage schedule administration, communication and to track performance.
Customer Service Rep II
Elevance Health
09.2022 - Current
- Managed customer calls effectively and efficiently in complex, fast-paced and challenging call center environment
- Accurately documented, researched and resolved customer service issues
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders
- Reviewed and adjusted customer coverage levels to address, identify, and resolve customer conflicts
- Responded to customer requests for products, services, and company information
- Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly
- Addressed and resolved customer product complaints empathetically and professionally
- Mastery of customer service management systems and databases.
Claims Analyst
Aspirion
05.2021 - 09.2022
- Investigate and coordinate insurance benefits for insurance claims across multiple service lines
- Obtain claim status via the telephone, internet, and/or fax
- Review and understand eligibility of benefits
- Resolve accounts as quickly and accurately as possible, obtaining maximum reimbursement, and perform investigative and follow up activities in a fast-paced environment
- Conduct research, contact patients, and the local affiliates to include VA, Hospitals, and insurance carriers
- Handle incoming and outgoing mail, scanning, and indexing documents and handling any other tasks that are assigned
- Research and verify insurance billing adjustment identification to ensure proper account resolution and act when necessary
- Identify contractual and administrative adjustments
- Work independently or as a member of a team to accomplish goals.
Emergency Medical Dispatcher
EMS Care Ambulance LLC
04.2019 - 05.2021
- Operate a multi-line telephone console system, alerting system, and TDD system for the deaf and hearing-impaired
- Translate information to the appropriate codes
- Determine and assign the level of priority of the call and enter the data into a computer-aided dispatch system for radio dispatch purposes
- Perform emergency medical dispatch and crisis intervention services
- Ask vital questions and provide pre-arrival instructions for emergency medical calls
- Monitor and operate a radio console and computer equipment
- Receive and respond to a variety of emergency and non-emergency services and complaints
- Ask questions to interpret, analyze and anticipate the caller’s situation as to resolve problems, provide information, dispatch emergency services, or refer callers to other agencies
- Dispatch and coordinate the responses of public safety agencies
- Identify appropriate number and type of equipment or apparatus to dispatch
- Enters and modifies information into local, state and national computer databases
- Monitor and respond to a variety of technical systems and alarms.
Emergency Medical Dispatcher
CARE Ambulance
05.2016 - 04.2019
- Operate a multi-line telephone console system, alerting system, and TDD system for the deaf and hearing-impaired
- Translate information to the appropriate codes
- Determine and assign the level of priority of the call and enter the data into a computer-aided dispatch system for radio dispatch purposes
- Perform emergency medical dispatch and crisis intervention services
- Ask vital questions and provide pre-arrival instructions for emergency medical calls
- Monitor and operate a radio console and computer equipment
- Receive and respond to a variety of emergency and non-emergency services and complaints
- Ask questions to interpret, analyze and anticipate the caller’s situation as to resolve problems, provide information, dispatch emergency services, or refer callers to other agencies
- Dispatch and coordinate the responses of public safety agencies
- Identify appropriate number and type of equipment or apparatus to dispatch
- Enters and modifies information into local, state and national computer databases
- Monitor and respond to a variety of technical systems and alarms.
Claims Specialist
Asurion Wireless Insurance
05.2015 - 05.2016
- Authorizing claim payments
- Setting reserves on payment
- Ensuring timely disbursement of funds to clients
- Conducting investigations on insurance claims.
Benefit Investigation Specialist
The Lash Group
11.2013 - 01.2014
- Work with public and private payers, handle benefit insurance inquiries at assigned facility
- Interface appropriately with insurance administrators, physician’s offices, patients and internal personnel
- Develop and maintain close interface with all components of the benefits process.
Claims Support Staff
Pitney Bowes
06.2012 - 04.2013
- Expertise in typing, filing, answering telephones, faxing, scheduling, and maintaining a calendar using Microsoft Outlook
- Conducted Workers compensation Verifications between various insurance companies and physicians clinics.
Fraud Claims Specialist
Wells Fargo
10.2010 - 09.2011
- Responsible for developing and maintaining best practices to guard against and reduce financial fraud and crimes against the organization, its customers/members and employees
- This includes credit and debit card fraud, check fraud, loan fraud, ATM,fraud, identity theft, and check kiting
- Resolves fraud related issues in compliance with local, state and federal laws and regulations
- Assists with preparation of monthly reports
- Responds to questions and/or provides information upon request from staff and members
- Processes requests/transactions, as appropriate.
Loss Mitigation Specialist
Neighborhood Assistance Corporation of America
11.2008 - 10.2010
- Monitored queues for target dates and goals
- Monitored daily phone reports and address potential increases
- Assist Specialist with their questions
- Identify training and development needs through observation, monitoring, QC and performance metrics
- Oversee daily activities and productivity of Special Servicing Specialists
- Keep up to date on government changes and regulations
- Adapt to change as needed
- Excellent communication skills
- Manage relationships
- Process delinquency reporting
- Account resolution
- Make outbound collection calls
- Servicing of loans.
Education
Psychology and Criminal Justice -
University of North Carolina At Charlotte
Charlotte, NC 08.2006 - 05.2010
Psychology and Criminal Justice -
Mercy College
Dobbs Ferry, NY 08.2004 - 05.2006
Skills
Staffing Requirements
undefinedSoftware
Office 365
Mac IOS
Genesys
Avaya
Timeline
WFM Analyst Intern
Elevance Health
05.2023 - Current
Customer Service Rep II
Elevance Health
09.2022 - Current
Claims Analyst
Aspirion
05.2021 - 09.2022
Emergency Medical Dispatcher
EMS Care Ambulance LLC
04.2019 - 05.2021
Emergency Medical Dispatcher
CARE Ambulance
05.2016 - 04.2019
Claims Specialist
Asurion Wireless Insurance
05.2015 - 05.2016
Benefit Investigation Specialist
The Lash Group
11.2013 - 01.2014
Claims Support Staff
Pitney Bowes
06.2012 - 04.2013
Fraud Claims Specialist
Wells Fargo
10.2010 - 09.2011
Loss Mitigation Specialist
Neighborhood Assistance Corporation of America
11.2008 - 10.2010
Psychology and Criminal Justice -
University of North Carolina At Charlotte
08.2006 - 05.2010
Psychology and Criminal Justice -
Mercy College
08.2004 - 05.2006