Jessica Freeze
Dallas,TX
Summary
Results-focused professional with 20+ years of customer service experience. Skilled in training new hires, continuous training, supervision, quality audits, and chat/phone customer service. Seasoned Commission Specialist with expertise in sales and commission-based roles. Proficient in industry-standard software, analytics tools, and reporting techniques to enhance commission accuracy and efficiency. Proven track record of streamlining processes for prompt payment of commissions. Strong mathematical acumen, problem-solving aptitude, and ability to handle confidential information with discretion. Highly-motivated and adaptable with exceptional interpersonal skills.
Overview
10
10
years of professional experience
Work History
Commission Specialist
Health Care Service Corporation
Richardson, TX
07.2021 - Current
- Collaborate with Sales and Account Executives to ensure changes are processed such as small, mid-market, and large group broker or record changes.
- Assist with Under65 and Over65 broker changes and review commissions.
- Developed and maintained relationships with clients to ensure commission accuracy.
- Resolved discrepancies between sales and finance teams regarding commissions due.
- Review documentation for mergers and acquisitions.
- Create service tickets to process book of business transfers.
- Leveraged SQL queries to extract, transform, and load data into databases.
- Utilize Salesforce to collaborate with other teams to ensure requests are completed.
- Assist agencies and sub-producers with onboarding and new appointments for the states of IL, TX, MT, NM, and MT.
- Took charge of handling responsibilities, such as managing broker of record changes, updating accounts and sales executives, processing broker terminations, and general agent changes. Additionally provided assistance for concierge broker requests.
Health Advocate
Health Care Service Corporation
Richardson, TX
09.2019 - 07.2021
- Reviewed benefits.
- Researched and compared healthcare costs for various procedures.
- Schedule appointments.
- Conducted claim analysis to facilitate understanding.
- Provided health education and resources to patients.
- Facilitated referrals to appropriate specialists or community services.
- Assisted with case management activities such as insurance authorizations, financial assistance programs, and other related tasks.
- Maintained accurate documentation of all patient interactions under HIPAA regulations.
- Advised patients on preventive measures, such as immunizations and screenings, based on age, gender, and risk factors.
Call Center Supervisor
TELVISTA
Dallas, TX
04.2017 - 02.2019
- Developed and implemented customer service policies and procedures.
- Provided guidance, training, coaching, and mentoring to call center team members.
- Monitored calls for quality assurance purposes.
- Conducted performance reviews of call center staff and documented results.
- Resolved escalated customer complaints promptly.
- Assigned tasks to agents based on their skill set and availability.
- Participated in hiring interviews and theselection process for new team members.
Call Center Trainer
TELVISTA
Danville, VA
01.2015 - 04.2017
- Developed and implemented effective training programs for new call center employees.
- Created comprehensive course materials including job aids, handouts, PowerPoint presentations, and online modules.
- Evaluated trainees' progress through quizzes and exams at the end of each session.
- Worked closely with managers to identify and implement necessary changes to training curriculum.
- Maintained records of trainee performance throughout the program duration.
- Identified areas where additional training is needed based on feedback from supervisors or calls monitored by quality assurance teams.
- Used role-playing, lectures, and simulations to present information in variety of instructional techniques and formats.
- Scheduled classes based on classroom, equipment, and instructor availability.
Call Center Representative
TELVISTA
Danville, VA
06.2014 - 01.2015
- Engaged with customers via chat and phone interactions.
- Maintained a high level of customer satisfaction by providing knowledgeable and friendly service to address and resolve issues.
- Maintained accurate records of customer interactions and transactions with a focus on capturing inquiry details.
- Utilized computer systems to navigate and appropriately respond to caller inquiries.
- Offered resolutions to de-escalate calls and solve customer issues.
- Maintained KPIs for achieving optimal targets.
Education
BBA - Business Management
Strayer University
Washington, DCSkills
- Auditing procedures
- Compliance Monitoring
- Commission calculation
- Customer Service
- Discrepancy Reconciliation
- Microsoft Office
- Onboarding
- Conflict Resolution
- Legal Compliance
- Examining information
- E-Mail and Telephone Communication
- Salesforce
- SQL
- BlueStar
- Producer Manager
- Workflow
- Cognos
- eSales
References
References available upon request.
Timeline
Commission Specialist
Health Care Service Corporation
07.2021 - Current
Health Advocate
Health Care Service Corporation
09.2019 - 07.2021
Call Center Supervisor
TELVISTA
04.2017 - 02.2019
Call Center Trainer
TELVISTA
01.2015 - 04.2017
Call Center Representative
TELVISTA
06.2014 - 01.2015
BBA - Business Management
Strayer University