Jennifer Dedie
Greenville
Summary
My name is Jennifer Dedie, I am currently working as a Horizon Escalation Agent, assisting with health guides and patients affiliated with Blue Cross Blue Shield. My current professional goal is to move forward in this same field; I've managed to gather a lot of experience in this environment and the tools to be successful. My broad and helpful set of skills could be the next best thing your company needs!
Overview
4
4
years of professional experience
Work History
Horizon Escalation Agent
Horizon Blue Cross Blue Shield of NJ
11.2024 - Current
- Resolved complex customer issues through effective communication and problem-solving techniques.
- Collaborated with cross-functional teams to enhance service delivery and improve client satisfaction.
- Analyzed escalated cases to identify trends and recommend process improvements for efficiency.
- Documented case histories accurately to ensure continuity in customer support interactions.
- Trained new team members on escalation protocols and best practices for handling customer inquiries.
- Facilitated resolution of disputes by mediating conversations between customers and internal departments.
- Developed and maintained comprehensive knowledge base for quick reference during escalations.
- Monitored case progress to ensure timely resolutions and adherence to company policies and procedures.
- Reduced customer complaints by efficiently managing and resolving escalated issues.
- Established rapport with disgruntled customers through active listening, demonstrating empathy, and offering tailored solutions.
- Improved customer satisfaction ratings through effective communication and problem-solving skills.
Horizon Help Desk Agent
Horizon Blue Cross Blue Shield of NJ
11.2021 - 11.2024
- Provided technical support to clients via phone and email, resolving issues efficiently.
- Documented troubleshooting steps and solutions in ticketing system for future reference.
- Assisted in onboarding new employees, training them on help desk procedures and tools.
- Collaborated with IT teams to escalate unresolved issues and ensure timely resolution.
- Conducted regular follow-ups with clients to ensure satisfaction with solutions provided.
- Compiled and accurately entered data for each customer encounter to record in system.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Documented support interactions for future reference.
- Managed high levels of call flow and responded to technical support needs.
Education
Associates - Medical Administratiojn
Florida Technical College
Deland, FL06-2003
Associates - Business
Florida Technical College
Deland, Florida06-2003
Skills
- Call center experience
- Complaint handling
- De-escalation techniques
- Assertiveness
- NASCO
- NCompass
- RCOE
- Vall
- TPX
- Complaint investigation
- Record preparation
- Reporting and documentation
- Teamwork and collaboration
- Problem-solving skills
- Multitasking Abilities
- Calm and professional under pressure
Timeline
Horizon Escalation Agent
Horizon Blue Cross Blue Shield of NJ
11.2024 - Current
Horizon Help Desk Agent
Horizon Blue Cross Blue Shield of NJ
11.2021 - 11.2024
Associates - Medical Administratiojn
Florida Technical College
Associates - Business
Florida Technical College