Jessenia Williams
Cordova,TN
Summary
"Results-driven customer service professional with over 20 years of experience in a high-volume call center environment. Proven ability to de-escalate complex customer disputes, maintain a 98% satisfaction rating, Adept at active listening and efficient multi-channel support (phone, email, and live chat)."
Overview
16
16
years of professional experience
Work History
Customer Service
Ean Holdings
08.2017 - Current
- Answer inbound calls, reply to emails, and manage live chat messages promptly.
- Troubleshoot basic technical problems, process returns, and fix billing errors
- Log customer interactions and update details accurately inside a Customer Relationship Management software..
- Achieved recognition for outstanding customer service, setting benchmark for colleagues.
- Managed daily operations, ensuring smooth workflow and top-quality customer service.
Claims Processor
BlueCross BlueShield of Tennessee Inc.
03.2011 - 08.2017
- Processed claims accurately, verifying documentation, coverage details, and policy requirements before authorization.
- Reviewed complex claim files, identifying discrepancies and resolving issues through detailed analysis.
- Coordinated with adjusters, providers, and customers to gather missing information and expedite claim decisions.
Education
Associate of Science - Nursing
University of Memphis
Memphis, TN05.2017
Skills
- Exceptional customer service
- Data Entry
- Medical Billing and Coding
- Time Management
- Communication Skills
Timeline
Customer Service
Ean Holdings
08.2017 - Current
Claims Processor
BlueCross BlueShield of Tennessee Inc.
03.2011 - 08.2017
Associate of Science - Nursing
University of Memphis