Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Generic

Jessica Barbara

Deer Park

Summary

Dynamic professional with extensive experience at Premera BCBS, excelling in customer support and project management. Proven track record in problem-solving and team leadership, successfully reducing pend numbers and enhancing operational efficiency. Adept at training development and maintaining data confidentiality, driving team collaboration to achieve outstanding results.

Overview

10
10
years of professional experience

Work History

CSR II

Premera BCBS
Spokane
09.2023 - Current
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Adhered to company's established protocols for handling confidential data.
  • Demonstrated excellent verbal communication skills when interacting with customers. Also, being one of the best reps, Metrix-wise, and most willing to do side projects and extra work.
  • On top of my daily duties, I also help with side projects. Such as helping close 20-30 of other reps' pends to keep our pend numbers under 10 days.
  • I help with stop pay reissue call-outs for checks so that we can get the correct person paid.
  • On top of that, I help with the CORR spreadsheet with inputs, and I am also a pod lead who assists with SDS manual claim submission.

Technical Lead

Bay Alarm Medical
09.2020 - 09.2023
  • Created detailed project plans with timelines, deliverables, and resources needed.
  • Analyzed system performance metrics to identify areas of improvement.
  • I took a supervisor call, deescalated, and solved problems to satisfy the member.
  • Worked with the member directly to help them with their tech issues and help them understand their equipment.
  • Researching member accounts to fix any foreseen problems that may occur in the future.

Team Lead /Trainer

Best Buy
Spokane
09.2015 - 09.2019
  • Resolved conflicts among team members through effective communication techniques.
  • Stayed up to date on requirements of all team positions to optimize training.
  • Coordinated with management to identify training needs and opportunities.
  • Delivered group and individual needs-based training to personnel.
  • Used role-playing, lectures, and simulations to present information in variety of instructional techniques and formats.
  • Collaborated with other departments within the organization to create cohesive teams.
  • Instructed new team members on correct procedures for operations.
  • Monitored employee progress, offering constructive feedback for improvement.
  • Provided coaching sessions for employees who needed extra assistance in completing tasks.

Education

Associate's in Science

Spokane Community College
Spokane, WA
06-2012

Pharmacy Technician

Spokane Community College
Spokane, WA
06-2012

Skills

  • Time management
  • Problem solving
  • Conflict resolution
  • Team leadership
  • Training development
  • Data confidentiality
  • Project management
  • Process improvement
  • Communication skills
  • Team collaboration

Affiliations

  • Gardening
  • Reading
  • advetures

Timeline

CSR II

Premera BCBS
09.2023 - Current

Technical Lead

Bay Alarm Medical
09.2020 - 09.2023

Team Lead /Trainer

Best Buy
09.2015 - 09.2019

Associate's in Science

Spokane Community College

Pharmacy Technician

Spokane Community College

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