Jody Robertson
Colorado Springs,CO
Summary
Dynamic customer service professional with comprehensive expertise in diverse areas, specializing in customer service, payment processing, and fraud investigation. Proven track record in managing and training over 100 associates, enhancing operational efficiency and customer satisfaction. Skilled in life insurance reprojections and knowledge of the product. Skilled in orchestrating schedules, mentoring individuals toward enhancement, and conducting evaluations to ensure optimal service delivery in high-pressure environments.
Overview
23
23
years of professional experience
Work History
Contact Center Specialist
Allstate Insurance
Colorado Springs, CO
04.2023 - Current
- Life insurance and policy information, Payments, billing, address changes.
- Processing loans, withdrawals and policy reprojections and inforce reviews.
- Contact center specialist handling incoming and outgoing calls.
Payments and Billing
Walmart
Roswell, GA
05.2022 - 03.2023
- Assisted customers with payments, billing inquiries, and refund processes to ensure satisfaction.
- Conducted risk assessments and investigated potential fraud cases to safeguard assets.
- Expedited resolution of lost payments while initiating collections for delinquent accounts.
- Facilitated account setups and updated payment information to enhance user experience.
Optician
Walmart
Billings, MT
08.2018 - 02.2022
- Frame and lens proficiency.
- Streamlined insurance billing processes to enhance accuracy and efficiency.
- Coordinated appointment scheduling to maximize staff productivity and patient flow.
- Conducted pre-screen assessments to ensure compliance with vision care standards.
- Managed repairs and replacements of glasses and frames, maintaining high customer satisfaction.
- Assisted patients with contact lens fitting and education on proper usage.
Accounting Office Associate
Walmart
Billings, MT
08.2014 - 08.2018
- Managed cash ordering and handling processes to ensure accurate account balances.
Oversaw deposits, vendor payments, and check deposits to maintain financial integrity.
Resolved discrepancies in credit card payments to enhance accuracy of financial records. - Generated reports detailing the status of accounts receivable and payable activities.
- Monitored cash flow activity to ensure sufficient funds were available for operations.
Customer Service Manager
Walmart
Billings, MT
06.2002 - 09.2014
- Workforce management for substantial associate base, including Paid Time Off
- Front end scheduling, associate reviews, interviews and hiring, cash handling, customer service.
- Managed scheduling and facilitated employee reviews for over 100 associates.
- Facilitated training and coaching for all associates while overseeing busy retail front end.
Education
Some college major - English
Montana State University-Billings
Billings, MT05.1997
Skills
- Life insurance reprojections
- Management
- Payments processing
- Scheduling and records management
- Employee training
- Fraud investigation
- Customer service
- Insurance verification
- Medical office experience
Timeline
Contact Center Specialist
Allstate Insurance
04.2023 - Current
Payments and Billing
Walmart
05.2022 - 03.2023
Optician
Walmart
08.2018 - 02.2022
Accounting Office Associate
Walmart
08.2014 - 08.2018
Customer Service Manager
Walmart
06.2002 - 09.2014
Some college major - English
Montana State University-Billings