JERLESHA TRAVIS
Monroe,LA
Summary
Reliable and empathetic Remote Admissions & Customer Service Professional with over 5 years of experience in education, healthcare, and tech. Proven track record in enrollment guidance, claims processing, technical support, and client retention. Adept at handling sensitive data with HIPAA compliance, managing CRMs, and resolving complex service issues with compassion and efficiency. Seeking to support mission-driven teams with strong organizational skills and a calm, solutions-focused presence.
Overview
8
8
years of professional experience
Work History
Admissions Representative-Remote
Itex
12.2023 - 04.2025
- Supported prospective students with enrollment, financial aid questions, and application completion.
- Provided real-time assistance across phone and email channels, improving enrollment conversion by 25%.
- Documented all outreach and follow-ups using CRM tools with strict compliance to data protocols.
Client Retention Specialist-Remote
VXI
02.2022 - 12.2023
- Delivered empathetic support to retain customers and resolve technical and account issues.
- Resolved over 60 customer concerns weekly while maintaining 95%+ QA and customer satisfaction scores.
- Analyzed feedback trends to identify root causes of dissatisfaction and reported findings to supervisors.
Lead Healthcare Customer Service Rep-Remote
Everise
08.2020 - 01.2022
- Processed insurance verifications, managed denied claims, and coordinated care between providers and patients.
- Managed over 75 daily inquiries while maintaining HIPAA compliance and high accuracy.
- Mentored junior agents and led team quality reviews to uphold service standards.
Technical Support Representative-Remote
TTEC
05.2019 - 07.2020
- Resolved connectivity, software, and user access issues for clients using multiple internal systems.
- Maintained updated documentation and contributed to internal knowledge base.
Customer Service Representative -Remote
Alorica
01.2017 - 03.2019
- Handled high call volumes in billing, account management, and troubleshooting queues.
- Maintained 90%+ first-contact resolution through consistent product and policy knowledge.
Education
High School Diploma -
Neville High School
Monroe, LA05.2012
Skills
- Remote Admissions Support
- Healthcare Claims & Insurance
- CRM Tools
- Salesforce
- Zendesk
- RingCentral
- HIPAA Compliance
- Call De-escalation
- Ticketing Systems
- Technical Troubleshooting
- Escalation Management
- Multi-Channel Communication
- Patient & Student Guidance
- Data Entry & Accuracy
- Remote Collaboration
Key Achievement
Recognized for top-tier QA scores and client retention.
Tools And Tech Stack
- Salesforce
- Zendesk
- RingCentral
- Microsoft Teams
- Outlook
- Word
- Excel
- VPN Access
- Remote Desktop Tools
Timeline
Admissions Representative-Remote
Itex
12.2023 - 04.2025
Client Retention Specialist-Remote
VXI
02.2022 - 12.2023
Lead Healthcare Customer Service Rep-Remote
Everise
08.2020 - 01.2022
Technical Support Representative-Remote
TTEC
05.2019 - 07.2020
Customer Service Representative -Remote
Alorica
01.2017 - 03.2019
High School Diploma -
Neville High School