Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Javonna Young

Jacksonville

Summary

Customer Care Supervisor with extensive experience in leading high-performing teams in fast-paced environments. Achieved a 20% increase in customer satisfaction scores through effective team leadership and performance analysis. Expertise in training development, conflict resolution, and performance monitoring to ensure exceptional service delivery. Proven ability to manage diverse teams and enhance customer experiences through strong communication and problem-solving skills.

Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.

Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Health Insurance Specialist Supervisor

Alorica Calling Center
01.2019 - 01.2025
  • Supervised team of 15+ customer service representatives across phone, email, and chat support channels.
  • Reduced claim processing time by 30% through efficient management and claim analysis
  • Implemented customer service training programs that increased customer satisfaction scores by 15%
  • Analyzed claims data to identify and reduce unnecessary medical costs, saving company $500,000 annually
  • Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.

Health Claims Analyst

Concentrix
08.2017 - 12.2019
  • Reviewed and processed over 150 claims per day, ensuring compliance with company standards and regulatory requirements
  • Collaborated with cross-functional teams to resolve complex claims, leading to 20% decrease in processing time
  • Developed and implemented quality control procedures that reduced claim errors by 25%
  • Maintained strict confidentiality with all personal data as per company guidelines.
  • Interacted with clients and employees, which helped cultivate positive working relationships.
  • Evaluated original investigation reports and documents to resolve secondary concerns.

Insurance Coordinator

OnBrand24
04.2014 - 07.2017
  • Prepared insurance claims for submission to clearinghouses or insurance companies.
  • Filed and tracked insurance claims and communicated claims status to patients.
  • Obtained data such as patient, insurance ID, insurance provider and medical codes to properly file insurance claims.
  • Obtained prior authorization and precertification for outpatient procedures.

Education

MBA, MASTER OF BUSINESS ADMINISTRATION -

Savannah State University
Savannah, GA
06.2013

Skills

  • Customer service
  • Communication skills
  • Time management
  • Microsoft Office proficiency
  • Client intake and case management
  • Problem solving
  • Data entry and record keeping
  • Confidentiality and data protection
  • Customer service excellence
  • Team collaboration
  • Time management strategies
  • Healthcare
  • HIPAA compliance
  • Insurance regulations
  • Policy analysis

Certification

  • Customer Service Excellence Certificate Leadership
  • Leadership and Supervision Training
  • CRM Platform Training (e.g., Zendesk/Salesforce Certified)

Languages

English

Timeline

Health Insurance Specialist Supervisor

Alorica Calling Center
01.2019 - 01.2025

Health Claims Analyst

Concentrix
08.2017 - 12.2019

Insurance Coordinator

OnBrand24
04.2014 - 07.2017

MBA, MASTER OF BUSINESS ADMINISTRATION -

Savannah State University

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