Jessica Brewer

• Answered high volumes of inbound calls across the United States
• Followed up with clients to make sure consumers signed up for The Affordable Health Care Act
• Managed multiple screens simultaneously
• Troubleshoot computer when necessary
• Dual agent for two lines of business
• Medicare Customer Service Rep and Marketplace Customer Service Rep
• Assisted callers with their healthcare concerns
• Filed and maintained patient records in accordance with HIPAA regulations.
• Verified insurance eligibility and coverage for patients.
• Provided exceptional customer service to patients, answering questions and addressing concerns.
• Maintained designated portfolio of customer accounts by contacting customers behind on payment obligations.
• Identified, analyzed and researched systemic issues and made recommendations for resolution.
• Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
• Entered patient demographic and insurance data into electronic medical record system.
• Applied administrative knowledge and courtesy to explain procedures and services to patients.
• Investigated insurance claims denials and appeals.
• Supported accounts receivable operations within assigned functions.

Handled Multiple Chat interactions at once
• Answered High Volume of Calls
• Running and Maintain multiple system programs
• Provided solutions for each clients issues
• Conversed in professional manner
• Processed Data Entry for each interaction
• Identified client's issues with online orders and other issues

Managed 50 or more calls per day

Assisted call-in customers with questions and orders.

Communicated with clients regarding account services, statements, and balances.

Maintained and managed customer files and databases.

Leveraged sales expertise to promote products and capitalize on upsell opportunities.

Worked closely with each customer to carefully resolve issues within timely fashion.

Assisted customers with order placement, product returns and order tracking.

Resolved customer complaints by identifying problems, suggesting solutions and implementing corrective action.

Assisted department with email-based and phone support when call center was busy or short-staffed.

Asked open-ended questions to determine which products or services would be best fit for customer's needs.

Developed exemplary writing skills through continued correspondence with upwards of 40+ customers per day.

• Answering Inbound Calls from across America
  Working multiple Contracts
  Multiple Systems
  Reserving Campgrounds
  Verifying Customer Accounts
  Making Reservations of Different types for Reserve America. Com
• Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
• Handled billing information over phone.
• Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
• Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
• Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
• Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
• Provided follow through on all calls with confirmations and dissemination of requested information.
• Established and cultivated relationships with travel partners, providing clients with smooth ticketing processes.
• Maintained awareness of types of rooms available in different resort locations.
• Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.

• Answered all questions from customers regarding various types of insurance
• Followed up with clients to make sure consumers were signed up for The Affordable Health Care Act during open enrollment
• Managed multiple screens simultaneously
• Troubleshoot computer when necessary
• Dual agent for two lines of business
• Medicare Customer service Rep and Marketplace Customer service Rep
• Assisted callers with their healthcare concerns
• Compared and enrolled members in plans
• Managed over 100 consumer and beneficiary calls per day
• Researched claims
• Handled customer inquiries and suggestions courteously and professionally.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Answered constant flow of customer calls with minimal wait times.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Updated account information to maintain customer records.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Responded to customer requests for products, services, and company information.
• Processed customer service orders promptly to increase customer satisfaction.
• Utilized customer service software to manage interactions and track customer satisfaction.
• Tracked customer service cases and updated service software with customer information.
• Met customer call guidelines for service levels, handle time and productivity.
• Followed up with customers about resolved issues to maintain high standards of customer service.

• Placed outbound calls when necessary
• Provide prompt customer support with quality
• Skilled in multitasking, answering calls, navigating several open windows, and data entry
• Managed 80+ calls per day
• Maintained average handle time within performance standards
• Worked multiple applications and programs in order to research, validate and provide necessary customer support
• Worked on FMCSA/DOT contract
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Answered constant flow of customer calls with minimal wait times.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Updated account information to maintain customer records.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

• Managed 80+ calls per day
• Maintained average handle time within performance standards
• Placed orders, returns, and refunds for each customer
• Attended to customer complaints and processed product return or replacement requests.
• Fulfilled customers' special requests for merchandise and delivery times.
• Assisted customers in making informed purchase choices and selecting products.
• Upsold and cross-sold customers on available products and services, consistently exceeding sales targets with proactive strategies.
• Monitored customer feedback and made adjustments to improve service quality.
• Coordinated efficient product deliveries to meet customers' demands.
• Tracked sales and service activities and prepared daily reports for management review and analysis
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Met customer call guidelines for service levels, handle time and productivity.
• Maintained up-to-date knowledge of product and service changes.
• Educated customers about billing, payment processing and support policies and procedures.
• Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
• Resolved associate, tool and service delivery issues revealed by statistical reports.
• Responded to customer calls and emails to answer questions about products and services.
• Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Addressed customer account discrepancies and concerns.
• Communicated with clients regarding account services, statements, and balances.
• Entered customer interaction details in sales system to track requests, document problems, and record solutions offered.
• Sought out extra training opportunities to enhance customer relationship management abilities.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Updated account information to maintain customer records.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Processed customer service orders promptly to increase customer satisfaction.

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
• Self-motivated, with a strong sense of personal responsibility.
• Managed time efficiently in order to complete all tasks within deadlines.
• Identified, analyzed and researched systemic issues and made recommendations for resolution.
• Verified insurance eligibility and coverage for patients.
• Filed and maintained patient records in accordance with HIPAA regulations.
• Handled customer service inquiries in person, via telephone and through email.
• Resolved billing inquiries and disputes in timely fashion.
• Investigated insurance claims denials and appeals.
• Applied administrative knowledge and courtesy to explain procedures and services to patients.
• Developed and implemented customer service policies and procedures.
• Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
• Entered customer interaction details in sales system to track requests, document problems, and record solutions offered.
• Contacted customers to return routine and general calls promptly.
• Sought out extra training opportunities to enhance customer relationship management abilities.
• Handled customer inquiries and suggestions courteously and professionally.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Answered constant flow of customer calls with minimal wait times.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Utilized customer service software to manage interactions and track customer satisfaction.
• Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
• Tracked customer service cases and updated service software with customer information.
• Answered 80 consumer calls per day.

• Answered high volumes of inbound calls across the United States
• Answered all questions from customers regarding various types of insurance
• Followed up with clients to make sure they were signed up for the Affordable Health Care Act and Medicare Insurance
• Verified information and entered data into the programs
• Managed multiple screens simultaneously
• Managed over 100 customer calls per day
• Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
• Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
• Supported accounts receivable operations within assigned functions.
• Filed and maintained patient records in accordance with HIPAA regulations.
• Verified insurance eligibility and coverage for patients.
• Investigated insurance claims denials and appeals.

• Operated cash register, Self Checks, Customer Service, and other departments
• Assisted customers with ringing up their items on the self service systems
• Answered questions about merchandise as well as show customers where the item was located in the store
• Store policies and ongoing promotions
• Scanned coupons, applied discounts
• Processed returns and refunds
• Handled large amount of money at one time
• Processed background checks for firearms
• Processed money orders