Jennifer Bell
Little Rock,AR
Summary
To obtain employment with a company that offers a positive atmosphere to learn, and implement new skills, and technologies for betterment of the organization. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
22
22
years of professional experience
1
1
Certification
Work History
CUSTOMER SERVICE SPECIALIST II
General Dynamic Information Technology
Little Rock, AR
07.2020 - 02.2023
- Manage large amounts of inbound and outbound calls promptly
- Learn and understand health mandates and clearly explain information to callers.
- Documenting details of calls for additional follow up when needed
- Maintain confidentiality information and data by established protocols.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintain written and electronic logs for record keeping.
- Track customer service cases and updated service software with customer information.
- Use a web-based data management platform to call all contacts of anyone diagnosed with COVID-19.
- Managing confidential health records.
- Answer general questions related to COVID-19 by CDC policies and guidance.
- Ensures cases and contacts have all necessary information forms and letters.
- Collecting and recording accurate information using Customer Relationship Management (CRM) software.
- Handled over 100 cases or more per day
- Conducts phone interviews with person that has been diagnosis with COVID-19 and/or their personal contacts.
- Maintain ongoing virtual communication to monitor symptoms
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
HEATHCARE CUSTOMER SERVICE REPRESENTATIVE
Teletech Communications
Englewood, CO
10.2018 - 05.2020
- Handle inbound calls from customers with inquiries and questions regarding their health insurances, wellness programs, prescription plans and help provide the best solutions for the customer health and financial well-being.
- Cancel member's plans upon request or due to recurrent non-payment
- Work knowledge of protected health information (PHI) HIPAA
- Utilized knowledge of healthcare field by explaining insurance coverage
- Provide exceptional customer service to internal and external customers
- Granting pre-authorizations for medical treatment, if covered.
- Processed customer account changes with proprietary software.
- Manage and prioritize multiple concerns
- Provide extant and prospective members with details of network provides
- Process one-time checking and credit card payment by phone
- Furnish members and health care practitioners with details regarding members' benefits.
- Maintained composure and patience in the face of difficult customer situations, applying de-escalation techniques and positive customer support
- Respond to customers via email, live chat, or by phone
- Walk customers through the problem-solving process utilize excellent customers service skills and exceed customers' exceptions
- Assist customer in setting up an online account, and reset the password.
- Create detailed tickets to track and resolve the issue
TEACHER
Child Development Ctr
Little Rock, AR
10.2006 - 02.2018
- Held conferences with parents to address questions, discuss academic progress and encourage learning goals
- Used videos, lectures, and moderated discussions to engage students during class
- Created and enforced a child-based, hands-on curriculum to promote student interest and receptive learning
- Meet with parents to discuss students' progress and review areas requiring improvement
- Participated in workshops, training, and conferences to improve educational skills
- Received recognition for contributions to innovative concepts in classroom instruction
- Encouraged student critical thinking and discussion using a variety of teaching techniques
- Performed student background reviews to ascertain learning deficiencies and strengths to develop tailored lessons based on student needs
- Prepared and maintained classroom environments appropriate for student learning and physical, social, and emotional development
- Utilized behavior management skills to foster an environment conducive to student learning
- Designed individualized curricula for academically underachieving students.
STUDENT ADVISOR/ADMINISTRATIVE ASSISTANT
Philander Smith College
Little Rock, AR
12.2000 - 01.2006
- Maintained direct contact with over 250 students to continuously develop action plan for academic success.
- Created monthly actives for academic advice sessions.
- Supported a group of 50 students within the GPS program.
- Answered phone calls and emails to provide information, resulting in effective business correspondence
- Discussing career and educational goals with students
- Assist students with enrollment
- Monitor progress toward educational goals, and keep accurate up-to-date records of academic progress
- Demonstrate a strong understanding of institutional policies
- Review student's grade reports each semester to determine probation or suspension level based on academic regulations of university/collage.
- Reinstating students into class after being place on academic probation.
- Maintaining updated reports on students' progress.
- Refer students who may need assistance solving academic or personal problems.
- Provide relevant, current academic information.
- Identify and access campus resources and co-curricular opportunities to help reach educational, career, and life goals.
- Maintained contact with prospective students through phone calls and email.
- Help students in their academic journey,from enrollment to graduation.
Education
BBA - Business Administration/Accounting
Philander Smith College
Little Rock, AR05.2002
Skills
- Oral and written communication skills
- Critical thinking and problem solving
- Team Building
- Active listening
- Cybersecurity
- Time Management
- Leadership
- Microsoft Office
- Microsoft Excel
- Powerpoint
- Spreadsheet
- RAM
- Salesforce
- Google doc
Certification
TEFL-TESOL Certifications .
Timeline
CUSTOMER SERVICE SPECIALIST II
General Dynamic Information Technology
07.2020 - 02.2023
HEATHCARE CUSTOMER SERVICE REPRESENTATIVE
Teletech Communications
10.2018 - 05.2020
TEACHER
Child Development Ctr
10.2006 - 02.2018
STUDENT ADVISOR/ADMINISTRATIVE ASSISTANT
Philander Smith College
12.2000 - 01.2006
BBA - Business Administration/Accounting
Philander Smith College