Jessica Plows
Cassville,United States
Summary
Dynamic customer service advocate with proven expertise at Excellus BCBS, adept at complaint resolution and enhancing customer satisfaction. Skilled in call center operations and data entry, I excel in fostering positive interactions and streamlining processes, ensuring compliance while managing high call volumes with empathy and efficiency.
Overview
9
9
years of professional experience
Work History
Customer Service Advocate
Excellus BCBS
Utica, NY
01.2023 - Current
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Processed claims efficiently, ensuring compliance with company policies and procedures.
- Utilized CRM software to track customer interactions and maintain accurate records.
- Collaborated with team members to improve service delivery and enhance customer satisfaction.
- Educated customers on policy details and benefits, fostering informed decision-making.
- Streamlined workflows by identifying inefficiencies in the claims process for better productivity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.
Teacher's Assistant
Pathfinder
Edmeston, NY
04.2017 - 01.2023
- Supported classroom instruction by preparing educational materials and resources.
- Assisted teachers in implementing individualized learning plans for diverse student needs.
- Facilitated small group activities to enhance student engagement and comprehension.
- Provided feedback on student progress, identifying areas for improvement and growth.
- Developed and maintained a positive learning environment conducive to student success.
Education
GED -
Salem High School
Virginia Beach, VASkills
- Call center experience
- Data entry
- Administrative support
- Complaint handling
- Complaint resolution
- Live chat support
- Call center operations
Timeline
Customer Service Advocate
Excellus BCBS
01.2023 - Current
Teacher's Assistant
Pathfinder
04.2017 - 01.2023
GED -
Salem High School