Jessica Guster
Crandall
Summary
Personable and dedicated Customer Service Representative with extensive experience in the retail, collections and safety industry. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
16
16
years of professional experience
Work History
Benefits Representative
Group O
02.2023 - Current
- Implemented an online benefits portal for ease of access and increased employee engagement with their benefit options.
- Collaborated with payroll department to ensure accurate and timely processing of benefits-related deductions, maintaining employee trust and satisfaction.
- Provided support during annual open enrollment periods, effectively managing a high volume of requests and questions from employees.
Administrative Assistant
Priceless Education
09.2020 - Current
- Processing paperwork for all tutors (lesson plans and Organizing new hire paperwork while paying attention to detail and accuracy: proofread and edit my own work
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
- Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
Auto Claim Specialist
State Farm
03.2022 - 02.2023
- Managed a diverse caseload of auto claims while maintaining strict adherence to company policies and procedures.
- Maintained high levels of accuracy in data entry, ensuring proper documentation for each claim processed.
- Contributed to departmental goals by consistently meeting or exceeding individual performance metrics.
- Provided empathetic support to customers during difficult situations while maintaining professional boundaries as an Auto Claim Specialist representative.
Data Processing Agent
Diversified Health Care Services, Inc
06.2021 - 03.2022
- Process collection claims and verify insurance for several clients in healthcare field
- Responded to customer inquiries and requests related to insurance products and membership.
- Solicited and marketed to business and community events and performed outbound calling.
- Worked to meet or exceed targets as defined in sales incentive plan and assigned by insurance manager.
Patient Scheduler
Texas Oncology
10.2018 - 06.2021
- Provided compassionate support to patients during their healthcare journey, addressing concerns and answering questions about appointments promptly.
- Enhanced patient satisfaction by efficiently scheduling appointments and managing appointment changes.
- Verified insurance coverage and obtained pre-authorizations.
- Maintained confidentiality and adhered to HIPAA regulations when handling sensitive patient information during the scheduling process.
Omni Agent
PSF Web
01.2018 - 10.2018
- Keep hold times under 30 seconds
- Answered calls in pleasant, calm voice and asked appropriate questions to direct callers to proper individuals
- Informed clients of policies and procedures.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Boosted team productivity by implementing collaborative communication platform.
Operations Manager
Victoria's Secret & PINK
04.2009 - 02.2018
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
Education
No Degree - Business Administration And Management
Texas A & M University Commerce
Commerce, TX10.2024
Diploma -
Skyline High School
Dallas, TX05.2005
Skills
- Microsoft Office
- Compliance knowledge
- Employee Relations
- Benefits Administration
- Relationship Building
- Benefits Explanation
- Employee benefits laws
- Special projects
Cover Letter
Who is Jessica Guster? Jessica is a passionate and energetic individual who is committed to uplifting a workplace environment. My core values include, encouraging and enlightening my peers to strive for success! As a leader, I value to ensure that the work environment is conducive to learning and appropriate to the intellectual, physical, social and emotional development of the agents. While establishing and maintaining an open lines of communication with my agents, supervisors and colleagues. Building a strong relationship with agents and colleagues in order to motivate them towards success. I appreciate you taking the time to review my credentials and what I have to offer at your fine establishment
Timeline
Benefits Representative
Group O
02.2023 - Current
Auto Claim Specialist
State Farm
03.2022 - 02.2023
Data Processing Agent
Diversified Health Care Services, Inc
06.2021 - 03.2022
Administrative Assistant
Priceless Education
09.2020 - Current
Patient Scheduler
Texas Oncology
10.2018 - 06.2021
Omni Agent
PSF Web
01.2018 - 10.2018
Operations Manager
Victoria's Secret & PINK
04.2009 - 02.2018
No Degree - Business Administration And Management
Texas A & M University Commerce
Diploma -
Skyline High School
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