Jestina Eriksen
Helen,MT
Work Preference
Summary
Extensive knowledge with medical insurance, including reading contracts and educating on claims processing.
Dynamic Customer Support Specialist with a proven track record at Tizer Meats, excelling in effective problem resolution and quality control. Adept at conflict resolution and maintaining high standards of service, contributing to a positive team environment.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Customer service professional with proven ability to improve customer satisfaction and streamline support processes. Valued for strong collaboration and adaptability in dynamic environments. Known for problem-solving skills and empathetic communication.
Overview
18
18
years of professional experience
Work History
Customer Support Specialist
TIZER MEATS
08.2024 - Current
- Operated meat processing equipment to ensure efficient production flow.
- Maintained cleanliness and sanitation standards in processing areas.
- Assisted in packaging finished products for distribution.
- Followed safety protocols to minimize hazards during operations.
- Conducted quality checks on raw materials and finished products.
- Cross-trained on various stations to enhance operational flexibility.
- Contributed to a positive work environment by maintaining clear communication channels and promoting teamwork among colleagues.
- Adhered to all safety regulations, resulting in a reduced number of workplace accidents and injuries.
- Streamlined order processing systems, enhancing overall customer satisfaction with timely deliveries of high-quality products.
- Wrapped meat produce to maintain quality, freshness and condition.
- Maintained and stocked display cases by transporting wrapped products from work area or cooler to display cases.
Appeals Manager
Health Care Service Corporation, HCSC
09.2015 - 08.2024
- Handled all complaints to include Appeals, Member complaints, Department of Insurance, Better Business Bureau and Congressional complaints
- Managed daily operations to ensure efficient workflow and employee productivity.
- Collaborated with cross-functional teams to streamline communication and project execution.
- Resolved operational issues promptly, maintaining high standards of service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Customer Service Representative
Health Care Service Corporation, HCSC
04.2008 - 08.2024
- Resolved patient inquiries regarding insurance benefits and eligibility, enhancing customer satisfaction.
- Educated patients on healthcare services available, improving service utilization and awareness.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Managed daily operations to ensure efficient workflow and employee productivity.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Promoted a positive work environment through active participation in team meetings and contributing ideas for organizational success.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Developed and implemented process improvements to enhance operational efficiency.
- Coordinated team schedules, optimizing resource allocation for peak performance.
- Monitored inventory levels, ensuring timely restocking and minimal downtime.
- Facilitated training sessions for new employees, promoting adherence to safety protocols.
- Analyzed performance metrics to identify areas for improvement within the team.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Managed all complaints, to include the Montana Department of Insurance, Better Business Bureau and Congressional Complaints.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Cross-trained existing employees to maximize team agility and performance.
- Established team priorities, maintained schedules and monitored performance.
- Maintained up-to-date knowledge of product and service changes.
- Investigated and resolved accounting, service and delivery concerns.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Education
High School Diploma -
DeSoto High School
De Soto, MOSkills
- Effective problem resolution
- Customer complaint resolution
- Client relationship development
- Customer relationship management software
- Detail-oriented data entry
- Customer service expertise
- Proficient in resolving conflicts
- Quality control
- Expertise in product features and benefits
- Effective listening
- Strong customer service skills
- Tracking and resolving issues
Accomplishments
- Nominated for Quarterly Employee multiple times, regarding the extensive work with the Department of Insurance.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 4 staff members.
Languages
English
Full Professional
Interests
- Volunteering for community initiatives to give back to local communities and make a positive impact
- Animal Care
- Hiking
- Crafting and DIY Projects
- I participate in a variety of outdoor recreational activities
- Enjoy hobbies that combine physical activity with outdoor exploration
- Growing herbs, vegetables, or fruits in home gardens
- DIY and Home Improvement
- Horseback Riding
- Volunteering
- Outdoor Recreation
- Road Trips
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Support Specialist
TIZER MEATS
08.2024 - Current
Appeals Manager
Health Care Service Corporation, HCSC
09.2015 - 08.2024
Customer Service Representative
Health Care Service Corporation, HCSC
04.2008 - 08.2024
High School Diploma -
DeSoto High School