JILLIAN BUTLER
Sharon,Ma
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
15
15
years of professional experience
Work History
Member and Provider Service Representative
Wellsense
Charlestown, Massachusetts
10.2024 - Current
- Respond to a high volume of incoming calls from members and providers (call length can vary widely, from five minutes to 45 minutes or more)
- Utilized resource materials to effectively interpret, respond to, and resolve customer inquiries and problems, delivering outstanding service to build loyalty and improve retention
- Handled difficult calls with strong interpersonal skills, maintaining professionalism and courtesy throughout interactions
- Maintain knowledge of WellSense contracts and policies and effectively interpret information
- Document calls in accordance with departmental policies
- Meet or exceed department’s quality and productivity goals
- Work with peers to solve problems and promote teamwork
- Assisted team with tasks to promote collaboration and improve overall efficiency
Consumer Relations Representative
HRC Total Solutions LLC
Manchester, NH
11.2021 - 07.2024
- Answered high volume incoming calls from consumers, providers, and clients providing superior customer service
- Promptly responded to customers' inquiries and requests via email offering excellent support and tailored recommendations to address their needs
- Investigated/researched and resolved customers' inquiries and complaints quickly
- Delivered critical information on benefits, plans, claims, and enrollment statuses to consumers, enhancing their understanding
- Clearly and concisely documented detailed summary of all incoming/outbound calls
- Reviewed/updated member's demographic information on their accounts
- Educated members of their plan outlines FSA/DCA, HRA, HSA, LPFSA, ICHRA, COBRA, etc.
Home Health Aid - Private
Gail Stolz
Westport, CT
10.2017 - 03.2021
- Provided home health care aid and caregiving assistance to client
- Ordered medical supplies, shopped for food, prepared meals, and provided transportation to medical appointments to support client health and well-being
- Ensured clients' living environments were safe and comfortable to promote well-being., well-organized, and assisted with daily living tasks.
- Executed cognitive and mobility therapy exercises to enhance patient recovery
- Monitored progress and documented any patient health status changes and kept healthcare team updated
Customer Service Clerk
Minute Men Dry Cleaners
Weston, CT
02.2012 - 02.2016
- Greeted customers at front desk, answered questions and fulfilled their requests with a positive and friendly response
- Checked prices, processed drop off orders, sorted items for delivery, scanned inventory, and completed dry cleaning checkouts to ensure efficient service
- Organized conveyor belt and displays to promote and maintain visually appealing drop store
- Independently closed store at end of business day and prepared nightly bank deposit
Education
Degree - Criminal Justice
Norwalk Community College(NCC)
Norwalk, CTSkills
- Customer Support Techniques
- Proficient Call Handling
- Healthcare knowledge
- HIPAA Certification
- Data Privacy Awareness
- Proficient using multiple platforms such as Salesforce, Wex, Mondaycom, TPA Stream, Facets etc
- Efficient Microsoft Office/PowerPoint/Excel spreadsheet
- Averaged 45 calls per day
- Communication skills
- Active listening
- Interpersonal Skills
- Conflict resolution
- Attention to detail
- Empathetic
- Patient
- Detail orientation
- Claims research
Personal Information
Title: Customer Service Representative
Timeline
Member and Provider Service Representative
Wellsense
10.2024 - Current
Consumer Relations Representative
HRC Total Solutions LLC
11.2021 - 07.2024
Home Health Aid - Private
Gail Stolz
10.2017 - 03.2021
Customer Service Clerk
Minute Men Dry Cleaners
02.2012 - 02.2016
Degree - Criminal Justice
Norwalk Community College(NCC)