Jennifer Williams
Pensacola,FL
Summary
Customer service representative with over 10 years experience in telephone and face-to-face customer service. Experience with troubleshooting, tech support, and customer care. Knowledgeable with major customer service software, Microsoft, handling customer complaints, and maintaining a positive and friendly disposition. Over 10 years experience successfully performing a number of data entry and clerical tasks. A proven track record of efficiency and accuracy in managing multiple functions, solving problems, maintaining confidentiality and producing quality work. Hoping to use my wealth of experience to attain employment in a customer service role.
Overview
18
18
years of professional experience
Work History
Customer Service Representative/Medicare Enrollment Specialist
Wipro Health Plan Services
Remote
01.2023 - Current
- Responds to customer inquiries in a courteous and professional manner
- Researches assistance requested and consistently provides accurate information to resolve internal and external member and provider inquiries via verbal and written communications through all channels including phone, email, web portal, and chat interactions
- Thoroughly and completely document all customer interactions
- Educates customers and dental professionals on eligibility, benefits, claims payment, and authorizations
- Provides direction on the usage and benefits of self-service tools
- Assist members on gaining access to care by locating a network dentist or assignment to a primary care dentist
- Appropriately routes inquiries to the necessary departments or individuals when resolution of the inquiry is beyond the span of control of this role
- Meets or exceeds individual, department, and client specific goals
- Understands and adheres to all of Wipro’s administrative and contractual policies and procedures
- Contributes to the success of the organization by suggesting ways to improve the service delivery processes
- Handle inbound calls from policyholders, healthcare providers, and other insurance companies
- Answer inquiries on policy coverage and dental claims
- Accurately document, research and resolve customer service issues
- Manage high call volume with tact and professionalism
- Translating insurance benefits to patients as well as answering their questions related to billing procedures, insurance coverage plans, and claim procedures
- Maintaining and improving quality results by adhering to established standards and guidelines and recommending improved procedures as well as providing reviews and remittance advice for payment errors, denials, and under payments.
School Bus Driver
Escambia County School District
Pensacola, FL
08.2022 - 12.2023
- Performed daily inspections of the vehicle
- Answered 2 way radio calls from drivers
- Kept record of passenger numbers and maintained a log books and safety records
- Providing a safe environment for my passengers
- Teaching safety procedures
- Maintaining a positive attitude and providing excellent customer service.
Mortgage Operation Support Assistant
Navy Federal Credit Union
Pensacola, FL
12.2021 - 05.2022
- To provide operational support for Management, Supervisory staff, Mortgage Loan Officers (MLOs), Processors and Closers in order to execute essential mortgage production tasks, minimizing the inherent risk Navy Federal and its members assume during the origination process
- Assist with new loan setup including indexing, member follow up, ordering and/or validating documents; updating mortgage lending systems while ensuring compliance with regulatory requirements
- Index loan documents received electronically via fax and e-mail from members, Processors, Closers and/or third parties
- Complete initial contact with the member appropriate information such as contact name, hours, contact numbers, etc to ensure member education and enhanced member service
- Maintain systematic, consistent and reliable notes and contact history information on each member interaction and actions taken on accounts
- Track and update action items in database(s)
- Interact with mortgage staff, government agencies, and vendors to resolve discrepancies
- Assist in member follow up, documenting mortgage status, and compiling outstanding documentation
- Review, prepare and submit production reports for tracking purposes
- Continually evaluate the effectiveness of current processes, make recommendations for efficiency improvement
- Serve as mentor/trainer and provide guidance and assistance to team members
- Review daily production reports and take action(s) as needed
- Understand and comply with federal and other regulations relating to financial products and services
- File, fax and copy documents
- Perform other duties as assigned.
CNA - Certified Nursing Assistant/ Inventory Technician
Select Specialty Hospital
Pensacola, FL
12.2020 - 10.2021
- Answers signal lights and bells to determine resident needs
- Assists residents with grooming, oral hygiene, bathing, hair and incontinence care
- Obtains food trays and assists residents with feeding
- Assists resident with range of motion exercises
- Provides for personal care and comfort
- Movement to wheelchair or activity areas
- Assists residents with ambulation for short distance in facility
- Takes and records temperature, blood pressure, pulse, and respiration rates, and food and fluid intake and output, as directed
- Provides direct and indirect resident care services
- Meets the communication needs of resident and family
- Communicates to nursing team changes in residents clinical condition
- Ability to react decisively and quickly in emergency situations
- Ability to communicate effectively with residents and their family members, and facility staff
- Performs other tasks as assigned
- Perform inventory of parts and equipment and maintain inventory records on hand-held device
- Responsible for picking up incoming stock
- Assist employees at the counter with order requests for spare and replacement parts, equipment and supplies
- Proficient use of AS/400 computer system.
Data Entry Clerk
Consumer Attorney Record Services
Pensacola, FL
02.2020 - 07.2020
- Compiled, sorted and verified the accuracy of data before it was entered
- Compared data with source documents, or re-entered data in verification format to detect errors
- Stored completed documents in appropriate locations
- Located and corrected data entry errors, or reported them to supervisors
- Gathering invoices, statements, reports, personal details, documents and information from employees, other departments and clients
- Scanning through information to identify pertinent information
- Correcting errors and organizing the information in a manner that will optimize swift and accurate capturing
- Creating accurate spreadsheets
- Entering and updating information into relevant databases
- Ensuring data is backed up
- Informing relevant parties regarding errors encountered
- Storing hard copies of data in an organized manner to optimize retrieval
- Handling additional duties from time to time
- Creating spreadsheet
- Data analysis
- Validating data
- Creating documents
- Preparing documents for print
- Proofreading.
Bus Driver
Escambia County School District
Pensacola, FL
08.2019 - 02.2020
- Performed daily inspections of the vehicle
- Answered 2 way radio calls from drivers
- Kept record of passenger numbers and maintained a log books and safety records
- Providing a safe environment for my passengers
- Teaching safety procedures
- Maintaining a positive attitude and providing excellent customer service.
Switchboard Operator
Sacred Heart Health Care System
Pensacola, FL
06.2016 - 02.2019
- Operate communication systems, such as telephone, switchboard, intercom, two-way radio, or public address
- Answer incoming calls, greeting callers, providing information, transferring calls and/or taking messages as necessary
- Place telephone calls or arrange conference calls as instructed
- Route emergency calls appropriately
- Page individuals to inform them of telephone calls, using paging and interoffice communication equipment
- Relay and route written and verbal messages
- Perform clerical duties, such as typing, proofreading, accepting orders, scheduling appointments, and sorting mail
- Monitor alarm systems in order to ensure that secure conditions are maintained
- Contact security staff members when necessary, using radio-telephones
- Keep records of calls placed and charges incurred
- Record messages, suggesting rewording for clarity and conciseness necessary.
Certified Nursing Assistant
Bayside Manor
Pensacola, FL
04.2011 - 01.2014
- Provides patients' personal hygiene by giving bedpans, urinals, baths, backrubs, shampoos, and shaves; assisting with travel to the bathroom; helping with showers and baths
- Provides for activities of daily living by assisting with serving meals, feeding patients as necessary; ambulating, turning, and positioning patients; providing fresh water and nourishment between meals
- Provides adjunct care by administering enemas, douches, nonsterile dressings, surgical preps, ice packs, heat treatments, sitz and therapeutic baths; applying restraints
- Maintains patient stability by checking vital signs and weight; testing urine; recording intake and output information
- Provides patient comfort by utilizing resources and materials; transporting patients; answering patients' call lights and requests; reporting observations of the patient to nursing supervisor
- Documents actions by completing forms, reports, logs, and records
- Maintains work operations by following policies and procedures
- Protects organization's value by keeping patient information confidential
- Serves and protects the hospital community by adhering to professional standards, hospital policies and procedures, federal, state, and local requirements, and JCAHO standards
- Updates job knowledge by participating in educational opportunities; reading professional publications; participating in professional organizations; maintaining licensure
- Enhances nursing department and hospital reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Customer Service Representative
West Corporation
Pensacola, FL
10.2008 - 03.2011
- Provides answers to clients by identifying problems; researching answers; guiding client through corrective steps
- Improves client references by writing and maintaining documentation
- Participates in development of client training programs by identifying learning issues; recommending instructional language
- Accommodates client disabilities by recommending devices and techniques
- Avoids legal challenges by monitoring compliance with service agreements
- Improves system performance by identifying problems; recommending changes
- Updates job knowledge by participating in educational opportunities; maintaining personal networks
- Accomplishes information systems and organization mission by completing related results as needed.
Certified Nursing Assistant
UNI Health Care
Milton, FL
01.2006 - 10.2008
jatoating, turning, and positioning patients; providing fresh water and nourishment between mealsProvides adjunct care by administering enemas, douches, nonsterile dressings, surgical preps, ice packs, heat treatments, sitz and therapeutic baths; applying restraints Maintains patient stability by checking vital signs and weight; testing urine; recording intake and output information Provides patient comfort by utilizing resources and materials; transporting patients; answering patients' call lights and requests; reporting observations of the patient to nursing supervisor Documents actions by completing forms, reports, logs, and records Maintains work operations by following policies and procedures Protects organization's value by keeping patient information confidential Serves and protects the hospital community by adhering to professional standards, hospital policies and procedures, federal, state, and local requirements, and jcaho standards Updates job knowledge by participating in educational opportunities; reading professional publications; participating in professional organizations; maintaining licensure Enhances nursing department and hospital reputation by accepting ownership for accomplishijatow and different requests; exploring opportunities to add value to job accomplishments.
Education
High school diploma in General Studies -
Santa Rosa High School
05.2007
Skills
- Certified Nursing Assistant (CNA)
- Medical Terminology
- Customer service
- Multi-line Phone Systems
- Medical Records
- Administrative Experience
- Clerical experience
- Documentation review
- Microsoft Outlook
- Call Center
- PBX
- Software Troubleshooting
- Commercial Driving
- Conflict management
- Medical terminology
- Technical Support
- Typing
- Nursing
- Proofreading
- Receptionist
- Communications
- Microsoft Office
Timeline
Customer Service Representative/Medicare Enrollment Specialist
Wipro Health Plan Services
01.2023 - Current
School Bus Driver
Escambia County School District
08.2022 - 12.2023
Mortgage Operation Support Assistant
Navy Federal Credit Union
12.2021 - 05.2022
CNA - Certified Nursing Assistant/ Inventory Technician
Select Specialty Hospital
12.2020 - 10.2021
Data Entry Clerk
Consumer Attorney Record Services
02.2020 - 07.2020
Bus Driver
Escambia County School District
08.2019 - 02.2020
Switchboard Operator
Sacred Heart Health Care System
06.2016 - 02.2019
Certified Nursing Assistant
Bayside Manor
04.2011 - 01.2014
Customer Service Representative
West Corporation
10.2008 - 03.2011
Certified Nursing Assistant
UNI Health Care
01.2006 - 10.2008
High school diploma in General Studies -
Santa Rosa High School
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