JennAsia Wheeler
Richmond,VA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
13
13
years of professional experience
Work History
Travel Claims Rep
Allianz
08.2022 - Current
- Serve as a Claims Associate handling travel insurance claims and credit card travel claims, ensuring accurate evaluation and timely resolution of customer cases.
- Take inbound calls from credit card holders and travelers, answering questions about travel benefits, coverage, and required documentation.
- Initiate and manage the claims process by sending claim forms, collecting supporting documents, and updating all information in PeopleSoft.
- Ensure compliance with company policies, privacy requirements, and quality standards while delivering professional and empathic customer service.
Communications Officer
City of Richmond, Virginia
02.2021 - 09.2021
- Receives calls, dispatches emergency vehicles to emergency locations as necessary, advises callers on the best course of action while on the line, prioritizes emergency situations as needed, and transfers any non-emergency calls as necessary. Essential Duties and Responsibilities of a 911 Dispatcher
Customer Service Representative
T-Mobile
06.2014 - 01.2021
- Provide customer experience and own customer issues with tools, knowledge and support to resolve Managing incoming calls and customer service inquiries Generating sales leads that develop into new customers Identifying and assessing customers needs to achieve satisfaction Assisting other reps with calls when needed.
- Diagnosed and resolved hardware and software issues to ensure optimal system performance.
- Provided technical support for end-users, enhancing user satisfaction and productivity.
- Processed incoming payments and reconciled discrepancies to ensure accurate account balances.
Prior Authorization Specialist
Minacs
06.2012 - 01.2014
- Reviewed and processed prior authorization requests to ensure compliance with insurance guidelines.
- Collaborated with healthcare providers to gather necessary documentation for timely approvals.
- Trained new team members on workflows and best practices in prior authorization processes.
- Analyzed denial trends and implemented strategies to minimize future rejections.
Education
High School Diploma -
Franklin Military Academy
Richmond, VA06.2011
Skills
- Account management
- Conflict management
- Customer service
- Leadership
- Management
- Sales scheduling
- Technical support
- Troubleshooting
Timeline
Travel Claims Rep
Allianz
08.2022 - Current
Communications Officer
City of Richmond, Virginia
02.2021 - 09.2021
Customer Service Representative
T-Mobile
06.2014 - 01.2021
Prior Authorization Specialist
Minacs
06.2012 - 01.2014
High School Diploma -
Franklin Military Academy