Jasmyne Joseph
Customer Service Representative (CSL Human Resources)
Tampa,FL
1
Language
4
years of professional experience
Customer-centric professional with expertise in remote customer service and call center operations. Skilled in managing high-volume inbound calls, verifying account details, and accurately documenting interactions. Excels in communication, active listening, and problem-solving, while maintaining confidentiality and service accuracy. Aiming to leverage strengths in a role that values teamwork and operational success in customer service or healthcare support.
Work History
Customer Service Representative
2 Years 9 Months- Facilitated resolution of member issues by handling high-volume inbound calls with a focus on maintaining satisfaction.
- Answered high-volume inbound calls to resolve member issues while preserving positive experiences.
- Explained plan benefits to ensure member understanding of available resources.
- Resolved complex customer concerns, enhancing member satisfaction and loyalty.
- Coordinated case resolution by engaging with supervisors and team members through Microsoft Teams to enhance communication and efficiency.
- Resolved customer inquiries through phone, email, and chat support, ensuring timely responses.
- Processed product returns and exchanges while adhering to company policies and procedures.
Customer Service Representative
1 Year 6 Months- Answered high-volume inbound calls using multi-line systems and resolved billing questions with clear payment plans.
- Resolved billing disputes over phone using Zendesk, reducing repeat escalations and clarifying account balances.
- Verified insurance benefits over phone, clarifying coverage details to assist members in scheduling appointments.
- Managed high-volume inbound calls using multi-line systems, resolving billing inquiries and providing clear payment plans.
- Handled insurance benefit verifications over phone, clarifying coverage as members scheduled appointments.
- Developed standardized Zendesk call notes template, streamlining triage process and enhancing information consistency.
Customer Support Representative
6 Months- Answered high-volume inbound calls using scripts, resolved eligibility questions and closed cases within single call.
- Resolved inbound eligibility and coverage inquiries with compassionate service to retain callers and increase call efficiency.
- Handled high-volume inbound queues using call center software, reducing average queue abandonment rates by addressing issues promptly.
- Resolved complex eligibility cases on phone by researching benefits policies and escalating issues.
- Documented customer interactions in CRM with accurate, concise notes to preserve case continuity for follow-up.
- Handled high-volume inbound queues using call center software to promptly address issues and improve caller retention.
- Verified member insurance coverage by cross-checking plan IDs and documenting findings in CRM per policy.
- Addressed caller concerns about billing discrepancies and coordinated with billing team to ensure accurate account balances.
- Handled enrollment paperwork to ensure accurate patient information. in EHR with precise demographic updates to maintain accurate patient records, reviewing appeals and supporting documentation.
- Managed high-volume inbound calls to resolve patient inquiries and concerns efficiently.
- Coordinated with healthcare providers to schedule appointments and follow-up consultations for patients.
Education
Medical Technician
High School Diploma
Skills
Customer service
Call center operations
Issue resolution
Customer satisfaction
Client relations
Appointment scheduling
Microsoft office Excel
Outlook
and Word
Critical thinking
Time management
Scheduling
CRM software
Email management
Coachable
Reliable
Adaptable
Digital literacy
Data Entry
Active listening
Conflict resolution
Data entry
Problem resolution
Call center experience
Computer proficiency
Call management
Languages
English
Full Professional
Timeline
Customer Service Representative
Customer Service Representative (CSL Human Resources)
01.2020 - 10.2022Read More
Customer Support Representative
Customer Support Representative, Maximus
08.2019 - 02.2020Read More
Customer Service Representative
Customer Service Representative (CSL Policy Scout (Hybrid))
01.2019 - 07.2020Read More
Concord
Medical Technician
Read More
Brandon Highschool
High School Diploma
Read More