Jennifer Hughes
Louisville,MS
Summary
Experienced customer service and claims professional with over 10 years in high-volume contact center and financial environments. Skilled in STD/LTD claims processing, benefits evaluation, and policy interpretation. Proven ability to collaborate with internal and external partners including claimants, employers, and healthcare providers. Strong decision-making, empathy, and documentation skills with a solid background in remote work, compliance, and case management
Overview
8
8
years of professional experience
Work History
Contact Center Rep I
PSCU/Velera
06.2024 - Current
- Engage in detailed account discussions and resolve financial inquiries for customers.
- Use CRM and multiple systems to ensure proper documentation and case handling.
- Coordinate with cross-functional departments to ensure claim accuracy and policy compliance.
CSR
Ttec (TeleTech)
09.2023 - 04.2024
- Educated clients on health and financial benefit programs, including eligibility and claims.
- Audited claim files with 98% accuracy and ensured all information aligned with policy guidelines.
- Provided clear, empathetic communication with claimants, reducing repeat call volume.
Temp Technical Support Representative
Teleperformance USA
07.2023 - 09.2023
- Delivered technical assistance and resolved issues related to benefit management systems.
- Maintained comprehensive records of interactions and documented support actions.
Collections Manager
Community Choice Financial Inc.
Louisville, MS
07.2017 - 07.2023
- Engage in detailed account discussions and resolve financial inquiries for customers.
- Use CRM and multiple systems to ensure proper documentation and case handling.
- Coordinate with cross-functional departments to ensure claim accuracy and policy compliance.
Education
High School Diploma - Diploma
Starkville High School
Starkville, MSSkills
- Short-Term/Long-Term Disability Claims
- Workplace Solutions Benefit Experience
- Claim Documentation & Case Evaluation
- Medical & Financial Claim Review
- Verbal & Written Customer Service
- Claims Life Cycle Communication
- Multisystem Navigation & CRM Tools
- Salary & Offset Benefit Calculation
- Microsoft Office Suite Proficiency
- Empathetic Communication & Collaboration
Timeline
Contact Center Rep I
PSCU/Velera
06.2024 - Current
CSR
Ttec (TeleTech)
09.2023 - 04.2024
Temp Technical Support Representative
Teleperformance USA
07.2023 - 09.2023
Collections Manager
Community Choice Financial Inc.
07.2017 - 07.2023
High School Diploma - Diploma
Starkville High School