Jessica Floyd
High Point,NC
Summary
Customer service specialist with 5+ years of experience delivering high-quality support in fast-paced environments. Proven ability to resolve customer inquiries efficiently, manage high call volumes, and maintain customer satisfaction ratings above 95%. Skilled in conflict resolution, CRM systems, and team collaboration.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Client Support Specialist
Safelite Auto Glass
Remote
07.2019 - Current
- Delivered effective solutions to customer concerns
- Clarified policies and benefit details to customers
- Ensured accuracy in order processing and documentation
Healthcare Customer Service Representative
Ttec, Optum Rx
Remote
02.2015 - 06.2019
- Collaborated with clients to address and rectify claim submission issues.
- Reviewed and processed claims, ensuring compliance with company policies and regulatory requirements.
- Explained coverage details to policyholders.
- Oversaw daily management of approximately 60 calls, including chat and outbound interactions.
Senior Benefits Specialist
Ranstad Staffing
Remote
01.2012 - 02.2015
- Provided support to 50+ customers daily via phone, email, and chat, maintaining a 95% satisfaction rating.
- Collaborated with cross-functional teams to improve response times and streamline workflows.
- Recognized as “Employee of the Month” twice for exceptional customer service delivery.
Education
High School Diploma -
Southwest Guilford High School
High Point, NC06.2010
Skills
- Active listening
- Clear and professional communication
- Problem solving and critical thinking
- Empathy and patience
- Adaptability
- Building long-term client relationships
Certification
HIPPA Certification
Timeline
Client Support Specialist
Safelite Auto Glass
07.2019 - Current
Healthcare Customer Service Representative
Ttec, Optum Rx
02.2015 - 06.2019
Senior Benefits Specialist
Ranstad Staffing
01.2012 - 02.2015
High School Diploma -
Southwest Guilford High School