JERISHA WILLIS
Dallas,TX
Summary
Account management professional with over a decade of experience in customer service and billing processes, known for resolving complex issues and maintaining high satisfaction scores. Proficient in CRM software, Excel, and Microsoft Office, with a strong foundation in account management and order entry. Committed to enhancing team collaboration and achieving business goals through effective communication and innovative problem-solving.
Overview
11
11
years of professional experience
Work History
Claims Adjuster
GEICO, Government Employees Insurance
11.2024 - 03.2026
- Evaluated claims to determine coverage and assess liability.
- Negotiated settlements with policyholders and third parties effectively.
- Analyzed documentation to ensure compliance with regulations and company policies.
- Collaborated with legal teams to facilitate dispute resolutions and litigation processes.
- Mentored junior adjusters on best practices and efficient claims handling techniques.
- Implemented process improvements that enhanced claim resolution timelines and accuracy.
- Negotiated favorable settlements with claimants, attorneys, and other insurance carriers to minimize financial risk for the company.
- Examined claims forms and other records to determine insurance coverage.
- Verified insurance claims and determined fair amount for settlement.
- Maintained compliance with state regulatory requirements through meticulous documentation and adherence to company policies.
- Conducted thorough investigations of complex insurance claims, gathering evidence and analyzing relevant documentation.
- Achieved cost savings through successful subrogation efforts, recovering funds from responsible parties in various claims scenarios.
- Reviewed police reports, medical treatment records, and physical property damage to determine extent of liability.
- Answered customer questions regarding deductibles.
- Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
Account Management
Spectrum
11.2023 - 10.2024
- Processed customer billing transactions with accuracy, including service upgrades, disconnects, and prorated charges, in compliance with Spectrum's billing policies.
- Investigated and resolved billing discrepancies by working closely with customer service, finance, and technical support teams.
- Delivered exceptional customer service by explaining billing statements, identifying and correcting errors, and offering solutions to reduce customer frustration.
- Utilized Spectrum's proprietary billing software and CRM tools to maintain up-to-date account information.
- Ensured timely payment collections by sending out invoices, processing payments, and assisting with payment plans or escalations.
- Maintained a high level of confidentiality and compliance with company standards and federal regulations.
- Consistently met or exceeded KPIs for billing accuracy, call resolution time, and customer satisfaction scores.
Supervisor Gate Agent
Spirit Airlines
03.2023 - 11.2023
- Supervise daily gate operations, ensuring timely and efficient flight schedules.
- Lead a team of gate agents, providing training and performance evaluations.
- Coordinate with flight crews, ground personnel, and operations staff to optimize boarding processes.
- Address and resolve passenger inquiries and complaints, maintaining high customer satisfaction.
- Monitor and enforce compliance with safety protocols and airline regulations.
Planner
Givaudan
11.2020 - 02.2023
- Develop and execute production plans for intermediates and finished goods, aligning with customer demand and production capacity.
- Utilize SAP and MRP systems to analyze production requirements and assess capacity, ensuring timely customer response and product availability.
- Collaborate with Customer Care, Production, Scheduling, Raw Material Planning, Logistics, Quality, Transport, and GBS Supply Planning teams to resolve supply issues and share best practices.
- Monitor and review customer orders for production and resale demands, including raw material resale, to optimize inventory levels and minimize write-offs.
- Support cost reduction projects and continuous improvement initiatives, contributing to enhanced operational efficiency.
- Ensure compliance with Givaudan's procedures and guidelines, including safety standards and best practices.
MCHD Ambassador
Macy's Headquarters
05.2018 - 10.2020
- Take incoming calling for furniture, mattresses, fine jewelry, clothing
- Place orders
- Assist customers if they had an issue with their furniture or mattress delivery
- Assist customers if their ups package didn't come or their online order cancelled out
- Filed complaints
- Assist customers if they need help finding an item in our store or online
- Do customer follow ups to check to see how did their furniture or mattress delivery go, was it a great experience
- Assist our store colleagues with any information they need
- Stop possible fraud
- Partner with warehouses and vendors to make sure customer merchandise is in route so we can schedule a delivery date
- Assist customers when there merchandise arrived damaged to their home
- Work in ICM system
Program Specialist III
Johnson & Johnson
08.2019 - 01.2020
- Place prescription orders
- Answer inbound calls
- Make outbound calls to health insurance companies/ Doctor offices
- Assist patients with applying for our medication program
- Process and approve/deny applications
- Work in CRM system
- Data Intake
Sales Associate
Gap, Inc.
02.2018 - 06.2018
- Provide great customer service
- Get customers to sign up for gap credit card
- Help assist customers
- Ring out customers
- Make sure the store is kept neat/organized
Sales Associate
Macy's
08.2017 - 12.2017
- Ring out customers
- Keep area neat/organized
- Provide great customer service
- Order clothing items for customers over the phone
- Get customers to apply to a Macy's credit card
Sales Consultant
CarMax
05.2017 - 08.2017
- Delivered a personalized and no-pressure car-buying experience, consistently achieving monthly sales quotas.
- Educated customers on vehicle features, warranties, and financing options while guiding them through CarMax's transparent sales process.
- Coordinated with service and finance departments to ensure timely vehicle delivery and customer satisfaction.
- Maintained customer relationships post-sale, leading to high referral and repeat business rates.
- Used CRM tools to follow up with prospects
Customer Service Assistant
Advocate Aurora Health
04.2015 - 08.2017
- Process an average of 100+ insurance claims daily across multiple payers.
- Verify patient insurance coverage and authorizations prior to treatment.
- Review EOBs and resolve claim denials through resubmissions and appeals.
- Coordinate with healthcare providers and insurance companies to ensure timely and accurate reimbursements.
- Post payments and adjustments to patient accounts, maintaining a 98% accuracy rate.
- Reviewed and adjudicated healthcare claims for accuracy, eligibility, and benefit coverage.
- Communicated with providers and policyholders to clarify coding, documentation, and billing issues.
Clerk Cashier
CVS Pharmacy
01.2017 - 05.2017
- Ring customers items out
- Assist customers with what they need
- Restock items in the store that's running low
- Provide great customer service
- Get customers to sign up for Extra Care card
Impact Associate
Hollister Co
10.2014 - 01.2015
- Make sure all clothing have every size on the floor
- In charge of stocking clothing
- Keep store flowing
- Make sure all clothing from the fitting room is put back properly
- Assist customers with what they need
- Provide great customer service
Education
Bachelor's Degree - Accounting
Southern Illinois University Carbondale
05.2020
High School - undefined
Curie Metropolitan High School
06.2015
Skills
- Achieved improved customer satisfaction by optimizing CRM software functionalities Enhanced data accuracy and accessibility, leading to more informed decision-making Increased team productivity by facilitating effective use of CRM tools
- Achieved improved workflow efficiency by leveraging Microsoft Office applications for project documentation and communication Enhanced team collaboration through the creation of visually engaging presentations and reports Contributed to successful project outcomes by maintaining organized data and schedules
- Achieved streamlined data analysis through effective use of Excel functionalities Enhanced reporting efficiency by developing user-friendly spreadsheets Improved data accuracy and accessibility, leading to informed decision-making
- Produced high-quality presentations that effectively communicated key messages to diverse audiences Enhanced visual storytelling through the use of graphics and animations Achieved positive feedback from stakeholders on presentation clarity and effectiveness
- Achieved significant improvements in project outcomes through effective data analysis and reporting Delivered actionable insights that informed key business strategies and enhanced team performance Drove initiatives that resulted in increased efficiency and reduced costs
- Processed customer orders efficiently, maintaining data integrity and supporting inventory management
- Achieved high customer satisfaction ratings through effective resolution of service issues Enhanced team performance by streamlining communication processes Fostered a customer-centric culture that prioritized client needs and expectations
- Managed data entry operations, maintaining high standards of accuracy and attention to detail
- Achieved compliance with HIPAA standards through effective management of training programs for staff Enhanced data protection protocols, resulting in improved safeguarding of patient information Developed comprehensive documentation to support ongoing compliance efforts
- Interpreted and implemented medical terminology to ensure precise understanding in healthcare settings
- Analyzed and addressed recurring problems to improve system reliability and user satisfaction
- Utilized active listening and communication skills to successfully de-escalate tense situations
- Developed and maintained strong client accounts through effective communication and tailored service solutions
- Executed billing procedures, including invoice generation and payment tracking, to enhance revenue collection efficiency
- Achieved significant sales increases through targeted customer outreach and relationship building Drove team performance by implementing best practices in sales techniques Cultivated a positive shopping experience that resulted in repeat business
- Implemented strategies for effective conflict resolution, promoting positive interpersonal relationships
- Analyzed customer feedback and behavior to identify opportunities for increasing retention
- Achieved improved employee performance through targeted training programs Enhanced team productivity by developing tailored training solutions Contributed to organizational success by implementing innovative training methodologies
- Guided team members in executing tasks to improve efficiency
- Conducted thorough assessments of processes to maintain regulatory compliance and safeguard organizational integrity
- Analyzed existing procedures and identified opportunities for improvement to elevate overall performance
- Analyzed current processes to identify opportunities for increasing operational efficiency and reducing waste
Timeline
Claims Adjuster
GEICO, Government Employees Insurance
11.2024 - 03.2026
Account Management
Spectrum
11.2023 - 10.2024
Supervisor Gate Agent
Spirit Airlines
03.2023 - 11.2023
Planner
Givaudan
11.2020 - 02.2023
Program Specialist III
Johnson & Johnson
08.2019 - 01.2020
MCHD Ambassador
Macy's Headquarters
05.2018 - 10.2020
Sales Associate
Gap, Inc.
02.2018 - 06.2018
Sales Associate
Macy's
08.2017 - 12.2017
Sales Consultant
CarMax
05.2017 - 08.2017
Clerk Cashier
CVS Pharmacy
01.2017 - 05.2017
Customer Service Assistant
Advocate Aurora Health
04.2015 - 08.2017
Impact Associate
Hollister Co
10.2014 - 01.2015
Bachelor's Degree - Accounting
Southern Illinois University Carbondale
High School - undefined
Curie Metropolitan High School