JESSICA BROWN
Chickasaw,AL
Summary
Enthusiastic professional ready to apply expertise in customer support and claims analysis within health, auto, and property sectors in entry-level role, backed by call center management experience.
Overview
1
1
Certification
16
16
years of professional experience
Work History
Agent Advocate/Express Auto Claims Associate
Pilot Catastrophe Services
Chickasaw, AL
11.2023 - 09.2026
- Primary resource and liaison between the claims department and the agency staff, through information and knowledge of claims issues and coverage concerns, to support customers through the claims process.
- Delivers compassionate service that is fast, fair, and easy.
- Demonstrates empathetic and responsive customer service in all transactions, ensures appropriate availability, proactively handles any/all inquiries to minimize customer inconvenience, returns all calls by the end of the business day, addresses customer concerns, and helps resolve conflicts.
- Managed workload to ensure timely follow-up and resolution of all assigned claims.
- Evaluated auto claims for accuracy and compliance with company policies.
Sales/Member Service Representative
BCBS of Tenn/ Humana
Chickasaw, AL
07.2017 - 12.2025
- Assist Medicare recipients by providing solutions to their medical, dental, vision, pharmaceutical, and general health care needs.
- Manage multiple CRMs and research tools simultaneously through effective organization and multitasking.
- Listen, present, and explain various insurance plans using a consultative approach, based on a true understanding of clients' needs and goals.
Call Center Manager
Alorica
Saraland, AL
05.2010 - 06.2017
- Led daily team meetings to review performance, set targets, and motivate staff.
- Provided real-time coaching, guidance, and feedback to customer service agents to achieve development goals.
- Determined quality assurance benchmarks, and set standards for improvement.
- Trained team members on performance metrics and consumer behavior identification.
Education
High School Diploma -
C. F. Vigor High School
Prichard, AL05-2007
Skills
- Medicare Compliance
- Analyzing Claims
- Claims Preparation
- Customer Service and Support
- Policy Analysis
- HIPAA Compliance
- Customer service
- Complex Problem-solving
- Claims Liaison
- Claims processing
- Claims evaluation
- Health insurance knowledge
Certification
• Property and Casualty License, AL, FL, TX, MI, KY, LA, GA, MS, NC, SC
• Accident and Health License, AL, TN, GA
• TWIA level 1
• State Farm (Auto, Policy and Estimatics), State Farm
• Accident and Health License, AL, TN, GA
• TWIA level 1
• State Farm (Auto, Policy and Estimatics), State Farm
Timeline
Agent Advocate/Express Auto Claims Associate
Pilot Catastrophe Services
11.2023 - 09.2026
Sales/Member Service Representative
BCBS of Tenn/ Humana
07.2017 - 12.2025
Call Center Manager
Alorica
05.2010 - 06.2017
High School Diploma -
C. F. Vigor High School