Jessie Storie

Prior duties, plus

• Communicate clearly with clients in order to identify issues and introduce solutions
• Organize document and respond to client requests, offering excellent support and tailored recommendations to address needs while ensuring internal and external guidelines, laws and procedures are adhered to.
• Consistently evaluate, organize, and handle numerous requests impacting multiple business areas in adaptive response to fluctuating customer needs.
• Handle average of 15-20 ongoing escalated situations per week in addition to 45-60 smaller requests per day, many handled concurrently.
• Routinely learn new programs, applications, or systems, and incorporate this knowledge into daily operations as well as attending training programs to deepen professional skill-set and assist with training fellow representatives.
• Address escalated administrative complaints and mitigate dissatisfaction by adapting knowledge to specific instances and employing timely appropriate solutions to original escalating party's satisfaction.
• Respond proactively and positively to rapid change.
• Routinely contribute average of 5 hours of overtime per week.
• Ensure high standards of client experience and internal documentation and organization procedures are maintained.

• Assisted clients in understanding and electing options to continue benefits after separating from employer
• Routinely handled average of 45+ individual customer interactions per day, averaging 12 minutes per call
• Advised clients of different options, costs, deadlines, and eligibility guidelines available.
• Conducted routine research to locate and verify details of continuation options for clients.
• Followed all company policies and procedures to deliver quality work.
• Interpreted clients' needs and introduced services to fit specific requirements.
• Consistently evaluate, organize, and handle numerous requests impacting multiple business areas in adaptive response to fluctuating customer needs.
• Consistently contribute 2-4 hours of overtime per week when available.
• Take ownership of escalated issues and work with numerous internal and external contacts to research and correct issues to clients' satisfaction

• Helped large volume of call-in clients and email inquiries every day with positive attitude and focus on customer satisfaction.
• Handled 60+ calls per day.
• Directed incoming calls to internal personnel and departments, routing to department best able to assist.
• Responded to client needs through competent customer service and prompt problem-solving.
• Carried out administrative tasks by communicating with clients, distributing mail and scanning documents.
• Verified client information by analyzing existing evidence on file.
• Maintained confidentiality of patient finances, records and health statuses.
• Generated, posted and attached information to claim files.
• Responded to claimant inquiries regarding process, payment, benefit amounts, and eligibility.
  

• Helped large volume of call-in clients and email inquiries every day with positive attitude and focus on customer satisfaction.
• Directed incoming calls to internal personnel and departments, routing to department best able to assist.
• Responded to client needs through competent customer service and prompt problem-solving.
• Educated clients and resolved client inquiries regarding internal processes & procedures and available resources and services.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions by coordinating timely responses to customer communication and researching complex issues.
• Maintained accurate and current customer account data with digital information updates.
• Educated clients on account services and resolved client inquiries regarding industry and internal practices & regulations.
• Log call information and solutions provided and maintain accurate and current account data in internal databases and programs.
• Routinely handled average of 70+ individual customer interactions per day
• Routinely contributed 2-6 hours of overtime per week when available.
• Shared knowledge and expertise with co-workers to foster awareness and increase productivity and efficiency.
  

• Provided excellent customer service by greeting customers and meeting quality expectations.
• Able to correctly perform any standard duty or task within six months of hire date in response to fluctuating staff levels.
• Kept food preparation area, equipment and utensils clean and sanitary.
• Worked well with teammates and accepted coaching from management team.
• Assisted other team members to achieve goals, often mentoring new hires during initial training shifts.
• Prepared products following restaurant, health, and safety standards and procedures.
• Cooked batches of food according to standard recipes.
• Scanned shelves and product cases for expired stock and discarded outdated or spoiled items.
• Filled out daily shift log to record amount of food prepared, used and leftover.
• Delivered catered food and supplies to facility for on-time set-up.
• Maintained flexible work schedule to meet event needs.
• Consistently contributed 7-10 hours of in-house overtime and 2-5 hours of catering-based overtime per week.