Summary
Overview
Work History
Education
Skills
Education and Training
Timeline
Generic

Jessica Edwards

Dolgeville

Summary

Customer service professional equipped with strong background in client relations and problem-solving. Skilled in active listening, effective communication, and conflict resolution to ensure customer satisfaction. Consistently delivers results through empathy, patience, and solutions-focused approach.

Overview

17
17
years of professional experience

Work History

Customer Care Advocate

Excellus BCBS
10.2022 - Current
  • Handled billing inquiries accurately and efficiently according to company policy.
  • Resolved customer complaints in a timely manner while maintaining high levels of customer satisfaction.
  • Developed positive relationships with customers through friendly conversations.
  • Transitioned to the Dedicated team on 12/2024 and have maintained an achieved level of excellence.

House Manager

Liberty ARC
05.2018 - 09.2022
  • Maintained utmost confidentiality of residents' information and records in accordance with federal and state requirements
  • Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations.
  • Delegated work to staff, setting priorities and goals.
  • Strengthened operational efficiencies and traceability, developing organizational filing systems for confidential client records and reports.
  • Reviewed employee performance and delivered constructive feedback to improve performance.
  • Treated associates with fairness and respect, providing recognition of accomplishments.
  • Coordinated with staff to clarify information and enforce procedures resulting in effective problem solving and smoother operations.

Assistant Manager

Liberty ARC
09.2012 - 05.2018
  • Delegated daily tasks to team members to optimize group productivity.
  • Enforced company policies and procedures to strengthen operational standards across departments.
  • Assisted supervisor in evaluating employee performance and cultivating improvement initiatives.
  • Recruited and trained new employees to meet job requirements.
  • Identified business issues, creating customized solutions for individual problems.

Direct Support Professional

Liberty ARC
02.2009 - 09.2012
  • Aided with mobility and independence for disabled individuals and continually monitored safety.
  • Advocated for disabled individuals to foster communication and self-expression and achieve goals.
  • Documented current patient information to update vital signs, behaviors and eating habits.


Cashier

Stewarts
02.2008 - 01.2009
  • Processed sales transactions to prevent long customer wait times.
  • Helped customers find specific products, answered questions and offered product advice.

Education

High School Diploma -

Owen D Young Central School
06.2008

Skills

  • Performance Tracking and Evaluation
  • Verbal and Written Communication
  • Work Planning and prioritizing
  • Teamwork and Collaboration
  • Time Management
  • Strategic Planning
  • Problem Resolution
  • Performance Evaluations
  • Decision Making
  • Good Judgment
  • Training and Development
  • Professional and Courteous
  • Calm Under Pressure
  • Active listener

Education and Training

other

Timeline

Customer Care Advocate

Excellus BCBS
10.2022 - Current

House Manager

Liberty ARC
05.2018 - 09.2022

Assistant Manager

Liberty ARC
09.2012 - 05.2018

Direct Support Professional

Liberty ARC
02.2009 - 09.2012

Cashier

Stewarts
02.2008 - 01.2009

High School Diploma -

Owen D Young Central School

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