Jennice Brown
Antioch,CA
Summary
Compassionate and customer-focused Customer Service Representative with over 7 years of experience in healthcare and call center environments. Skilled in resolving customer concerns, educating members on benefits and claims, maintaining HIPAA compliance, and accurately documenting interactions. Recognized for strong communication, active listening, empathy, and problem-solving skills while consistently delivering exceptional customer service and building trust with every interaction.
Overview
8
8
years of professional experience
Work History
Customer Contact Representative III
Bay Alarm
Concord, California
02.2021 - 05.2026
- Delivered exceptional customer service by assisting customers over the phone and through email.
- Resolved customer concerns while documenting all interactions accurately.
- Listened carefully to customer needs and provided timely, effective solutions.
- Collaborated with multiple departments to resolve complex service issues.
- Educated customers on products, services, and account information.
- Maintained professionalism while handling high-volume calls and difficult situations.
- Trained new employees on customer service standards and company procedures.
- Consistently met quality and customer satisfaction expectations.
Customer Service Representative
Health Net
Sacramento, CA
10.2018 - 01.2021
- Assisted members with questions regarding health insurance benefits, billing, and claims.
- Educated members on healthcare services, coverage, and available resources.
- Resolved member concerns while providing compassionate and professional customer service.
- Verified insurance eligibility and explained coverage information.
- Coordinated appointments between patients and healthcare providers.
- Maintained confidential patient information in accordance with HIPAA regulations.
- Accurately documented customer interactions and updated electronic health records.
- Processed payments and maintained accurate account documentation.
Education
La Paloma High School
Brentwood, CASkills
- Customer Service
- Call Center Operations
- Customer Advocacy
- Active Listening
- Empathy
- Claims Support
- Benefits Education
- Healthcare Customer Service
- HIPAA Compliance
- Insurance Verification
- Issue Resolution
- Conflict Resolution
- Documentation
- Microsoft Office
- CRM Software
- Multi-line Phone Systems
- Time Management
- Problem Solving
- Communication
- Data Entry
- Email Support
Timeline
Customer Contact Representative III
Bay Alarm
02.2021 - 05.2026
Customer Service Representative
Health Net
10.2018 - 01.2021
La Paloma High School