Jessica Thomas
Pearland
Summary
Experienced customer service advocate with a strong background in effectively resolving customer inquiries and maintaining high satisfaction rates. Proven track record of leveraging communication and problem-solving skills to enhance the overall customer experience. Diligent in providing top-notch service and ensuring customer needs are met promptly and professionally. Adept at building rapport with customers and delivering exceptional service that exceeds expectations.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
UnitedHealthcare-Optum
02.2024 - 04.2025
- Resolved patient complaints with empathy, resulting in increased loyalty and trust of patients.
- Handled escalated calls efficiently, finding satisfactory resolutions for both patients and the company alike.
- Collaborated with team members to ensure seamless communication regarding schedule changes, updates, and special requests.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Scheduled appointment to resolve more complex issues.
- Adapted quickly to unexpected changes in staffing or workload levels, ensuring minimal disruption to daily operations.
- Facilitated cross-functional collaboration between departments through clear communication of shared goals and expectations related to scheduling requirements.
- Improved customer satisfaction with timely appointment confirmations, reminders, and rescheduling as needed.
- Provided exceptional customer service while addressing inquiries related to appointments, rescheduling requests, or general information on services offered.
Contract Healthcare Service Representative
Blue Cross Blue Shield
08.2023 - 01.2024
- Receive and respond to incoming calls in a timely and professional manner
- Document customer interactions by maintaining accurate notes
- Respond rapidly in a challenging, fast paced environment where new variables are constantly emerging, and business processes are frequently changing
- To provide our patients with comprehensive medical care through a preeminent multi-specialty group practice
- Handles telephone communications with patients, physicians, and Clinic personnel in a courteous, friendly, and helpful manner
- Deliver positive experience that solves customers challenges in one call while working to resolve issues
- Schedule Patient appointments accurately
- Quote member benefits accurately, ensure member demographics are accurate and updated
Healthcare Service Representative
Kelsey Seybold
06.2022 - 01.2023
- Receive and respond to incoming calls in a timely and professional manner
- Document customer interactions by maintaining accurate notes
- Respond rapidly in a challenging, fast paced environment where new variables are constantly emerging, and business processes are frequently changing
- To provide our patients with comprehensive medical care through a preeminent multi-specialty group practice
- Handles telephone communications with patients, physicians, and Clinic personnel in a courteous, friendly, and helpful manner
- Deliver positive experience that solves customers challenges in one call while working to resolve issues
- Schedule Patient appointments accurately
- Inputting patient information, demographics and medical insurance coverage accurately
Customer Service Representative
Verizon Wireless
06.2020 - 01.2022
- Receive and respond to incoming calls in a timely and professional manner
- Document customer interactions by maintaining accurate notes
- Respond rapidly in a challenging, fast paced environment where new variables are constantly emerging, and business processes are frequently changing
- Make decisions based on customer satisfaction and company profitability
- Maintain up to date product knowledge
- Deliver positive experience that solves customers challenges in one call while working to resolve issues
- Drive sales on products and services that will keep them happy and connected
Customer Service Representative
Tailored Brands
09.2020 - 05.2021
- Receive and respond to incoming calls in a timely and professional manner
- Document customer interactions by maintaining accurate notes in the customer relationship management system, ensuring customer history database integrity
- Respond rapidly in a challenging, fast paced environment where new variables are constantly emerging, and business processes are frequently changing
- Make decisions based on customer satisfaction and company profitability
- Maintain up to date product knowledge
Sales Associate
The Children's Place
05.2017 - 05.2021
- Assist customers with the selection of clothing and merchandise.
- Handle cash and credit card sales as well as refunds where needed.
- Advertise current promotions.
- Retrieve online orders
- Assist with changing of marketing and price changes
- Inventory
Active Lead
The Children's Place
07.2018 - 05.2020
- Motivate And inspire Associates to build brand loyalty and create positive store environment for both internal and external customers.
- Responsible for Opening and closing procedures.
- Model, encourage and demonstrate Exceptional customer service behaviors while on sales floor and maintain high standards throughout the store while ensuring the integrity of the Brand.
- Support the management team To maximize productivity trough operational and product knowledge, customer service and participating in an completing key store initiatives.
Cashier
Joe V's Smart Shop
09.2015 - 05.2017
- Assist customers with purchasing groceries and merchandise while providing excellent customer service and a speedy check out.
Crew Member
AMC Theatre
12.2013 - 08.2014
- Assist guests with purchasing tickets and concessions.
- Advertise current promotions.
- Handle cash and credit card sales.
Education
College for Healthcare Professionals -
College For Healthcare Professionals
01.2022
High School -
Thurgood Marshall High School
01.2014
Skills
- Detail-oriented tasks organization
- Effective time management
- Customer engagement
- EHR management
- Insurance verification
- Patient confidentiality
- Efficient appointment management
- HIPAA compliance
- Medical terminology
- Customer support experience
- Healthcare knowledge
Timeline
Customer Service Representative
UnitedHealthcare-Optum
02.2024 - 04.2025
Contract Healthcare Service Representative
Blue Cross Blue Shield
08.2023 - 01.2024
Healthcare Service Representative
Kelsey Seybold
06.2022 - 01.2023
Customer Service Representative
Tailored Brands
09.2020 - 05.2021
Customer Service Representative
Verizon Wireless
06.2020 - 01.2022
Active Lead
The Children's Place
07.2018 - 05.2020
Sales Associate
The Children's Place
05.2017 - 05.2021
Cashier
Joe V's Smart Shop
09.2015 - 05.2017
Crew Member
AMC Theatre
12.2013 - 08.2014
College for Healthcare Professionals -
College For Healthcare Professionals
High School -
Thurgood Marshall High School
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