Summary
Overview
Work History
Education
Skills
Certification
License
Timeline
Generic

Jessica Brown

Mobile,AL

Summary

Dedicated Customer Service Specialist with time management skills, exceptional computer aptitude, and outstanding telephone etiquette who thrives in a fast-paced, dynamic environment. Strong expertise in providing customer support through active listening and problem solving in high customer volume environments. Previous managerial/supervisory experience, training, coaching and development processes of employees. Ready to join your team.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Health Insurance Customer Service Specialist

Results Companies
Mobile, AL
07.2017 - Current


  • Advised customers on required information for claim submissions to progress applications while provide excellent customer with demonstrating empathy.
  • Managed large volume of medical claims on daily basis.
  • Evaluated medical claims for accuracy and completeness and researched missing data.
  • Verified patient insurance coverage and benefits for medical claims.
  • Paid or denied medical claims based upon established claims processing criteria while assessing compliance and regulations.
  • Maintained up to date knowledge of benefits claim processing, along with product and service changes. Kept up with claims principles, medical terminology, procedures and HIPAA regulations.

Medicare Sales Representative

Blue Cross Blue Shield Of TN
Mobile, AL
07.2017 - Current
  • Perform other related duties as assigned meaning some days or weeks I could be needed on different projects within the company.
  • Collected premiums on or before effective date of coverage.
  • Educated clients on insurance policies and procedures.
  • Analyzed customer needs to provide customized insurance solutions.
  • Thoroughly explain features, advantages, disadvantages, copays, deductibles, out of pocket expenses, and premiums of the different plans that we offer

Chat Support Representative

WW International
Mobile, AL
01.2019 - 01.2023


  • Assisted department with email-based and text support when call center was busy or short-staffed.
  • Assisted customers with order placement, product returns and order tracking.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Assisted team leader with coaching and mentoring of new employees.
  • Asked open-ended questions to determine which products or services would be best fit for customer's needs.
  • Handled inbound customer chat conversations from various websites.

Call Center Manager

Alorica
Saraland, AL
05.2010 - 07.2017


  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Resolved escalated customer issues promptly and professionally to maintain satisfaction.
  • Led daily team meetings to review performance, set targets and motivate staff while maintaining positive rapport to boost company morale with employee retention as focus.
  • Provided real-time coaching, guidance and feedback to customer service agents to assist with reaching metric and bonus goals.

Education

High School Diploma -

C.F. Vigor High School
05.2007

Skills

  • Multi-line phone operation proficiency
  • Exceptional workflow management
  • Online Chat/Phone etiquette
  • Team Support
  • Investigate Claims
  • Understanding Customer Needs
  • Customer Service and Assistance
  • Resolving Customer Issues
  • Insurance Knowledge
  • Livechat Messaging
  • Corrective Actions
  • Active Listening Skills

Certification

  • StateFarm Auto
  • StateFarm Estimatics
  • StateFarm Policy

License

AL (property and casualty with workman's comp)

TX(all lines)

FL(all lines)

LA(property and casualty)

MI(fire and other hazards)


Timeline

Chat Support Representative

WW International
01.2019 - 01.2023

Health Insurance Customer Service Specialist

Results Companies
07.2017 - Current

Medicare Sales Representative

Blue Cross Blue Shield Of TN
07.2017 - Current

Call Center Manager

Alorica
05.2010 - 07.2017

High School Diploma -

C.F. Vigor High School

Similar Profiles

CREATE PROFILE
Jessica Brown