Jermanique Washington
Jacksonville,FL
Summary
Customer Service Professional experienced in supporting customers and resolving inquiries across healthcare, government, financial, and insurance environments. Achieved operational efficiency through effective account maintenance and claims processing while ensuring compliance with state and federal guidelines. Focused on enhancing customer satisfaction by managing multi-line phone systems and utilizing CRM systems for accurate data entry and documentation.
Overview
10
10
years of professional experience
Work History
Customer Service Representative I
City of Jacksonville
Jacksonville, FL
11.2024 - Current
- Assisted Jacksonville residents with service requests, billing questions, and account updates, ensuring timely responses to their inquiries.
- Handled incoming calls, provided benefit and eligibility information, researched concerns, and documented resolutions to enhance customer understanding.
- Maintained accurate records and scheduled appointments while managing multi-line phones and handling confidential information to support seamless operations.
Eligibility Specialist
Department of Children and Families
03.2024 - 07.2024
- Ensured applicant information met eligibility criteria and supporting documents to determine eligibility in accordance with state and federal guidelines.
- Managed electronic data input for cases and maintained accurate records.
- Determined client eligibility for public assistance programs within Department of Children and Families.
- Reviewed case files for income, residency, and household information accuracy.
- Interviewed applicants to gather details for benefit program review.
Customer Support Associate
Internal Revenue Service, IRS
08.2023 - 03.2024
- Resolved taxpayer inquiries on tax procedures, payments, refunds, extensions, and amendments to enhance customer understanding.
- Delivered accurate guidance promptly to support customer satisfaction.
- Assisted taxpayers with IRS account questions and payment arrangements.
- Resolved customer inquiries using IRS systems and case notes.
- Explained tax forms, notices, and refund status to callers.
Customer Service Representative
Primerica
12.2022 - 05.2023
- Processed fund withdrawals and transfers, clarifying account statements and tax documents for clients.
- Answered inbound calls from financial services clients about policies and accounts.
- Resolved customer questions using company scripts and account records.
- Updated client information in customer service databases and tracking systems.
Customer Service Representative
Ally Financial
10.2021 - 10.2022
- Handled multiple customer chats, resolving account and technical issues to ensure customer satisfaction.
- Resolved customer concerns by phone, email, and live chat with clear guidance.
- Assisted Primerica financial services clients with policy, billing, and account questions.
Customer Support Specialist
Citi Bank
12.2019 - 06.2020
- Managed high-volume calls and processed client enrollment, deposits, transfers, payments, and credit card inquiries.
- Resolved Citi banking inquiries through phone, chat, and email support.
- Processed account updates and service requests in CRM systems.
- Investigated cardholder disputes and billing concerns with attention to policy.
Claim Processor II
Formativ Health
07.2019 - 12.2019
- Processed patient and insurance claims, ensuring timely updates, corrections, and adjustments to maintain accurate coverage records.
- Followed up on denied and outstanding claims, resolving discrepancies and correcting missing information to facilitate prompt reimbursement.
- Managed account maintenance, registration updates, corrections, adjustments, and denial follow-up in accordance with payer guidelines.
- Escalated unresolved claims and stayed current with payer requirements and procedures.
Customer Service/Sales Representative
ADT Security Services
09.2016 - 07.2019
- Retained customers by explaining products and services, supporting new employees during onboarding, and identifying sales opportunities.
- Managed inbound customer calls for ADT Security Services sales and support needs.
- Explained ADT alarm packages, pricing, and service options to prospective customers.
- Processed new security orders and updated customer records in CRM systems.
Education
High School Diploma - General Education
Oakleaf High School
Orange Park, FLSkills
- Claims processing
- Account Maintenance
- Benefits verification
- Claims management
- Case Management
- Data Entry
- Documentation
- Case documentation
- CRM systems
- Accuracy
- Attention to Detail
- Multi-Tasking
- Time Management
- Problem Solving
- Communication
- Collaboration
- Healthcare Knowledge
Timeline
Customer Service Representative I
City of Jacksonville
11.2024 - Current
Eligibility Specialist
Department of Children and Families
03.2024 - 07.2024
Customer Support Associate
Internal Revenue Service, IRS
08.2023 - 03.2024
Customer Service Representative
Primerica
12.2022 - 05.2023
Customer Service Representative
Ally Financial
10.2021 - 10.2022
Customer Support Specialist
Citi Bank
12.2019 - 06.2020
Claim Processor II
Formativ Health
07.2019 - 12.2019
Customer Service/Sales Representative
ADT Security Services
09.2016 - 07.2019
High School Diploma - General Education
Oakleaf High School