Jessica (Quill) Lane
Orlando,FL
Summary
Personable Customer Service Representative with proven expertise in fostering client relationships and ensuring customer satisfaction. A collaborative team player committed to enhancing company success through effective communication and partnership development. Passionate about driving business growth while pursuing creative endeavors.
Overview
12
12
years of professional experience
Work History
Support Specialist
Inspira Financial
Orlando, Fl
09.2026 - Current
- Guided callers through account access, password resets, and portal navigation.
- Resolved participant inquiries on Inspira Financial benefit accounts and service requests.
- Verified account details for retirement, HSA, and COBRA support issues.
- Coordinated with internal teams on escalated service and account discrepancies.
- Collaborated with internal teams to resolve escalated customer queries quickly.
- Documented case notes and follow-up actions in support records.
- Explained plan rules, procedures, and payment options to participants.
- Reviewed account documents for accuracy and compliance with company standards.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Ensured compliance with company policies regarding security protocols.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Maintained up-to-date knowledge of software and technical developments through reading and training.
- Performed a variety of clerical and administrative duties pertaining to on-site support.
Attractions Team Member
Universal Orlando Resort
Winter Park, FL
07.2019 - 07.2026
- Operated attractions, ensuring safety and optimal guest experiences.
- Delivered exceptional guest service by proactively addressing inquiries and resolving concerns.
- Maintained attraction readiness and ensured compliance with company procedures to enhance operational efficiency.
Admissions Team Member
Universal Orlando Resort
07.2019 - 11.2020
- Facilitated guest access to park and special events to enhance visitor experiences.
- Provided support to guests regarding ticket issues and park details, ensuring customer satisfaction.
- Engaged in effective radio communication with leadership and operations teams to ensure coordinated efforts.
Disability Claims Coordinator
Hill & Ponton, P.A.
01.2019 - 03.2019
- Conducted client intake consultations by phone, ensuring thorough understanding of client needs.
- Performed data entry and maintained confidential client records to support effective claims processing.
- Facilitated communication by managing emails, forms, and voicemail correspondence.
Crew Member
Chipotle Mexican Grill
11.2018 - 01.2019
Attractions Cast Member
Walt Disney World Resort
06.2017 - 10.2018
Retail Associate
Cracker Barrel Old Country Store
03.2016 - 09.2017
Food & Beverage Cast Member
Walt Disney World Resort
12.2014 - 06.2017
Education
Bachelor of Fine Arts - Creative Writing for Entertainment
Full Sail University
Winter Park, FLSkills
- Customer Service Excellence
- Customer Support
- Admissions & Ticketing
- Data Entry
- Administrative Support
- Microsoft Office Suite
- Telephone and Radio Communication
- Critical Thinking
- Problem-solving
- Attention to detail
- Cash Handling
- Typing (90 WPM)
- De-escalation
- Team Collaboration
- Positive attitude
- Team building
- Willingness to learn
- Dependable reliability
- Adaptability skills
- Creative innovation
- Quality assurance
- Relationship management
- Verbal communication
- Following instructions
- Prioritization skills
- Positive attitude
- Goal achievement
- Computer skills
- Attraction Operations and Safety
- Copy editing
- Client Relations
- Client Relations
LANGUAGES
English
PROJECTS
English
Timeline
Support Specialist
Inspira Financial
09.2026 - Current
Attractions Team Member
Universal Orlando Resort
07.2019 - 07.2026
Admissions Team Member
Universal Orlando Resort
07.2019 - 11.2020
Disability Claims Coordinator
Hill & Ponton, P.A.
01.2019 - 03.2019
Crew Member
Chipotle Mexican Grill
11.2018 - 01.2019
Attractions Cast Member
Walt Disney World Resort
06.2017 - 10.2018
Retail Associate
Cracker Barrel Old Country Store
03.2016 - 09.2017
Food & Beverage Cast Member
Walt Disney World Resort
12.2014 - 06.2017
Bachelor of Fine Arts - Creative Writing for Entertainment
Full Sail University