Jessika Etienne
Miami,FL
Summary
Customer Service professional with 10 years of experience delivering high-quality support and creating positive customer experiences. I value excellent service and take pride in being friendly, energetic, and approachable. Known for strong verbal and written communication skills, organization, and the ability to learn quickly from challenges. I maintain a strong work ethic and stay committed to meeting expectations, fulfilling requirements, and representing the company with professionalism. My goal as a Customer Service Representative is to provide clear solutions and ensure 100% customer satisfaction with every interaction.
Overview
7
7
years of professional experience
Work History
Member Experience Advisor
Nations Benefits
12.2022 - 05.2024
- Served as the first point of contact for members, providing expert guidance on nations benefits programs and services.
- Built strong relationships with members by demonstrating empathy, active listening, and problem-solving to resolve inquiries effectively.
- Supported elderly members by navigating the Nations Benefits OTC platform, selecting appropriate OTC items, and completing orders with exceptional accuracy and patience.
- Utilized consultative sales techniques to educate members on available services, resulting in higher program utilization.
- Consistently delivered excellent customer service, improving overall member satisfaction and retention.
Claims specialist
Nations Safe Drivers
07.2024 - 11.2025
- Manage 60–80 daily inbound calls from customers, insurance companies, lenders, and car dealers, ensuring timely claim resolution.
- Maintained 95%+ customer satisfaction scores across 80+ daily calls.
- Accurately process, approve, or deny claims while maintaining detailed records of new and pending cases.
- Review and verify documentation for accuracy; escalate priority issues to appropriate departments when necessary.
- Communicate claim decisions clearly and professionally, aligning with contractual agreements and achieving high customer satisfaction.
Office Coordinator
North Miami PAL
12.2018 - 05.2020
- Performed general administrative duties, including managing office operations and maintaining supplies and inventory.
- Coordinated travel arrangements and accommodations for police officers.
- Processed payroll accurately and maintained financial records using QuickBooks.
- Managed incoming calls, emails, and correspondence, ensuring timely responses.
- Scheduled meetings, appointments, and coordinated calendars for staff.
- Prepared reports, presentations, and official documents as needed.
- Maintained filing systems, both physical and digital, ensuring records were organized and accessible.
Education
License - Esthetician
Hollywood Institute School of Beauty
Hollywood, FL09-2021
Nursing Administration
Miami Dade College
Miami05-2021
High School Diploma -
North Miami Senior High School
North Miami, FL01.2017
Skills
- Excellent verbal and written communication
- Active listening
- Empathy and patience
- Customer-focused problem solving
- Conflict resolution and de-escalation
- Strong attention to detail
- Professional and friendly attitude
- Quick learner
- Adaptability
- Time management
- Organization
- Ability to work independently
- Self-motivated and reliable
- Multitasking
- Proficient in CRM systems
- Phone, chat, and email support
- Typing 35–45 WPM
- Microsoft Office & Google Workspace
- Strong work ethic
- Calm under pressure
- Team collaboration
- Meeting performance metrics (CSAT, AHT, FCR)
- Claims processing
- Claims investigation
Timeline
Claims specialist
Nations Safe Drivers
07.2024 - 11.2025
Member Experience Advisor
Nations Benefits
12.2022 - 05.2024
Office Coordinator
North Miami PAL
12.2018 - 05.2020
License - Esthetician
Hollywood Institute School of Beauty
Nursing Administration
Miami Dade College
High School Diploma -
North Miami Senior High School