Jessica Stewart
Engagement Specialist
Anderson,IN
Work Preference
Summary
Dynamic, results-driven professional with a proven track record in cultivating client relationships and implementing effective engagement strategies. Extensive experience in managing comprehensive campaigns that significantly enhance customer satisfaction and loyalty. Recognized for a collaborative approach and adaptability in fast-paced environments, complemented by strong strategic communication and project management skills. Committed to delivering exceptional results through innovative solutions and a client-centric focus.
Overview
17
17
years of professional experience
Work History
Engagement Specialist
OneAmerica
10.2023 - Current
- Internal collaboration with claims examiners, benefit administrators and management to provide superior customer service.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Working knowledge of Fineos, Gain, Eben & Ibill as it applies to Short-term/Long-term disability claims.
- Improved client satisfaction by efficiently addressing and resolving disability claims inquiries.
- Collaborated with medical professionals to gather essential documentation for claims processing.
- Managed high-volume inbound calls, ensuring customer inquiries were addressed promptly and accurately.
- Assisted in training new staff on call handling procedures and company policies to enhance team performance.
- Addressing on average 600 - 900 customers per month.
Patient Care Technician
Meridian Health Services
05.2022 - 10.2023
- Analyzed insurance policies to determine coverage options, minimizing discrepancies in benefit approvals.
- Maintained cleanliness and organization of patient care areas.
- Enhanced patient satisfaction by providing compassionate and attentive care. Assisted 75-100 patients per day.
- Fostered strong relationships with colleagues, contributing to a collaborative work environment that prioritized teamwork among staff members.
- Streamlined workflow processes, improving service delivery efficiency across various departments.
- Developed and maintained filing systems, enhancing document retrieval efficiency and organizational accuracy.
- Facilitated benefits verification process, ensuring timely and accurate information retrieval for patient eligibility.
Training Supervisor
Lowes
01.2020 - 01.2022
- Resolved complex issues by coordinating with cross-functional teams, improving service efficiency.
- Managed customer inquiries, ensuring timely and accurate responses to enhance satisfaction.
- Trained and mentored new staff on customer service protocols and software systems.
- Streamlined complaint resolution processes, reducing response time and increasing customer retention.
- Managed up to 120 calls per day.
- Developed training materials that improved onboarding experience for new employees.
- Facilitated regular team meetings to discuss performance metrics and develop strategies for improvement.
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
Administrative Assistant
Selah House
04.2017 - 11.2019
- Responsible for ordering and maintaining supplies for the office and 2 in-patient treatment facilities.
- Collaborated with multidisciplinary teams to enhance patient treatment strategies.
- Led initiatives to streamline administrative processes, reducing paperwork errors significantly.
- Ensured compliance with regulatory standards and guidelines by maintaining up-to-date knowledge of industry policies and mandates.
- Optimized electronic health records systems to ensure accurate documentation of patient information for enhanced continuity of care.
- Provided exceptional customer service by addressing caller needs promptly and accurately.
Escalation Supervisor
Lowes
01.2016 - 03.2017
- Supervised team of customer service representatives to resolve escalated issues efficiently.
- Implemented process improvements that reduced resolution times for customer complaints.
- Mentored staff in conflict resolution techniques, enhancing overall team performance.
- Analyzed escalation trends to identify areas for training and development opportunities.
- Managed over 100 calls per day.
Customer Service Representative
Comcast Cable Company
05.2008 - 08.2013
- Increased sales by 25% quarterly.
- Trained new staff on company policies and customer service best practices, fostering a knowledgeable team.
- Cultivated strong relationships with clients, enhancing customer loyalty and retention.
- Collaborated with sales team to identify opportunities for upselling and cross-selling products.
- Implemented feedback mechanisms for continuous improvement in customer satisfaction metrics.
- Delivered exceptional customer service by addressing inquiries and resolving issues efficiently.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
Education
ASL Interpreting
Vincennes University
Indianapolis, INSkills
- Strong customer service abilities
- Reliable consistency
- Thoroughness in task execution
- Analytical problem-solving
- Collaborative decision-making
- Dedicated to ensuring data reliability
- Skilled in American Sign Language communication with Deaf and Hard of Hearing individuals
- Interdepartmental collaboration
Career Related Assessments
- Customer Service – Expert
- Customer focus & Orientation – Expert
- Call Center Customer Service – Highly Proficient
- Administrative Assistant/Receptionist – Highly Proficient
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Engagement Specialist
OneAmerica
10.2023 - Current
Patient Care Technician
Meridian Health Services
05.2022 - 10.2023
Training Supervisor
Lowes
01.2020 - 01.2022
Administrative Assistant
Selah House
04.2017 - 11.2019
Escalation Supervisor
Lowes
01.2016 - 03.2017
Customer Service Representative
Comcast Cable Company
05.2008 - 08.2013
ASL Interpreting
Vincennes University