Jervonna Heyward
Jersey City,NJ
Summary
Customer service and operations professional with 15+ years supporting high-volume customer inquiries and resolving escalated issues across claims workflows. Skilled in provider network administration, claims-related information processing, and bill review. Experienced in workers' compensation and auto claims support, account management, and quality improvement.
Overview
19
19
years of professional experience
Work History
Network Customer Service Support
Enlyte
10.2022 - Current
- Provided customer service and network support for workers' compensation and auto claims.
- Communicated with internal teams and outside stakeholders to answer questions and support network operations.
- Facilitated claim adjusters access to participating healthcare providers in appropriate networks.
- Researched provider and claims information to help internal teams resolve issues quickly.
- Reviewed and processed billing details tied to workers' compensation and auto claims.
- Coordinated formal dispute submissions and ensured accurate routing of information for review.
- Administered sensitive customer, provider, and claims information while maintaining confidentiality and HIPAA compliance.
Lead Consumer Service Agent
Premiere Response
North Bergen, NJ
01.2018 - 01.2022
- Resolved difficult customer issues using sound judgment and creative problem-solving, enhancing customer retention.
- Provided floor support to customer service agents, addressing questions, troubleshooting, and managing escalated interactions.
- Enhanced team productivity by delivering real-time guidance and reinforcing quality expectations.
- Responded to customer questions and complaints by phone, email, social media, and live chat.
- Maintained detailed logs of customer interactions to ensure consistency. and kept records accurate and current.
- Used CRM software, ACD systems, knowledge bases, email, and web browsers at the same time while listening carefully and entering customer details accurately.
- Trained new customer service agents on client procedures, systems, and service standards.
Business Service Support Specialist
Barnes & Noble
Lyndhurst, NJ
01.2017 - 01.2018
- Resolved urgent and escalated customer and account issues promptly and efficiently.
- Managed high-volume inbound and outbound contacts across multiple service queues to ensure efficient service delivery.
- Collaborated with internal teams to research and resolve issues, providing accurate solutions to business customers to improve service outcomes.
- Supported retail stores with institutional accounts by delivering timely product, account, and service information to enhance customer satisfaction.
- Created and maintained accurate B2B customer records.
Administrative Assistant
Mack Trailer Repair
Jersey City, NJ
01.2011 - 01.2017
- Managed 40+ client accounts, overseeing daily administrative and financial operations to ensure smooth workflow.
- Supported management with account tracking and reporting, enhancing data entry processes and general office operations.
- Managed more than 30 accounts payable and accounts receivable accounts using Excel and QuickBooks.
- Recorded and reported weekly payroll information to ADP for 10 employees.
- Assisted the accountant with preparation and filing of quarterly tax documentation.
- Maintained accurate financial and administrative records, safeguarding sensitive business information.
Group Sales Agent
Statue Cruises
Jersey City, NJ
01.2008 - 01.2011
- Managed group reservations and customer requests, ensuring timely and accurate service delivery.
- Developed strong client relationships and provided responsive service to support sales and revenue goals.
- Coordinated event details with stakeholders to ensure seamless customer experiences.
- Coordinated cruise events to Ellis Island and the Statue of Liberty with tour and travel operators and hotel concierge partners.
- Directed visitors to vessels and boarding locations, enhancing overall guest experience.
Call Center System Manager
Circle Line Ferry
Jersey City, NJ
01.2008 - 01.2011
- Supervised a team of more than 20 employees in a high-volume call center environment.
- Monitored customer service performance and evaluated agents against established quality and performance metrics to ensure service excellence.
- Partnered with the Quality Assurance Team to review and evaluate customer service calls.
- Coached employees facing performance challenges and provided actionable recommendations to enhance performance outcomes.
- Developed and implemented performance improvement plans.
- Supported sales performance and exceeded monthly ticket sales quotas.
- Delivered ongoing guidance and leadership to elevate service quality, increase productivity, and enhance customer satisfaction.
Education
Associate of Science - Criminal Justice
New Jersey City University
Jersey City, NJSkills
- Network support
- Claims management
- Claims processing
- Claims administration
- Claims support
- Provider management
- Salesforce expertise
- Nice inContact proficiency
- MCPS knowledge
- Database support
- Data entry and documentation
- Microsoft Office and Excel proficiency
- Financial reporting
- Quality improvement initiatives
- Performance management
- Time management
- Customer retention
- Account management skills
- Conflict resolution
- Formal dispute processing
- Employee development
- Leadership and staff supervision
- Problem solving
- Active listening and empathy
- Claims management
Personal Information
Title: Customer Service & Operations Professional
Timeline
Network Customer Service Support
Enlyte
10.2022 - Current
Lead Consumer Service Agent
Premiere Response
01.2018 - 01.2022
Business Service Support Specialist
Barnes & Noble
01.2017 - 01.2018
Administrative Assistant
Mack Trailer Repair
01.2011 - 01.2017
Group Sales Agent
Statue Cruises
01.2008 - 01.2011
Call Center System Manager
Circle Line Ferry
01.2008 - 01.2011
Associate of Science - Criminal Justice
New Jersey City University