Jovlanda Kendrick
Everett
Summary
Experienced administrative professional with over 15 years of experience in office management, payroll processing, and customer relations. Thrives in fast-paced environments, adept at managing multiple priorities, and fostering strong working relationships across all organizational levels. Possesses strong communication and problem-solving skills, consistently improving efficiency and service quality.
Overview
16
16
years of professional experience
Work History
Customer Service Representative – Digital Operations
Cigna Healthcare
10.2024 - Current
- - Deliver frontline digital support by guiding customers through troubleshooting steps for technical issues related to healthcare services and platforms.
- - Diagnose problems efficiently by actively listening and identifying the root cause of issues during live interactions.
- - Provide timely, accurate, and empathetic responses to ensure customer satisfaction and resolution.
- - Walk customers through step-by-step solutions via phone and digital platforms, ensuring a smooth and user-friendly experience.
- Remote
Payroll Coordinator
EmployBridge LLC, Farmer
03.2022 - 01.2023
- - Managed full-cycle, multi-state payroll for over 3,000 associates across 15+ branches.
- - Acted as liaison between payroll, HR, IT, and management to ensure timely and accurate payroll transactions.
- - Maintained compliance with federal, state, and local tax laws, direct deposits, garnishments, and benefits deductions.
- - Processed off-cycle payments, termination checks, bonuses, commissions, and expense reimbursements.
Lead Customer Service Agent
Shield Healthcare
03.2020 - 03.2022
- - Handled high-volume inbound calls related to health benefits and medical supplies.
- - Accurately entered and managed customer orders, renewals, and documentation.
Customer Service - Collections Team Lead
NMAC
02.2017 - 03.2020
- - Supported customer inquiries on payments, loans, titles, and account discrepancies.
- - Assisted with registration, billing, refunds, and credit disputes.
- - Trained and supervised new team members in collections, scripts, and customer strategies.
- - Led team meetings to improve customer satisfaction and operational procedures.
Claim Associate
State Farm
04.2014 - 02.2017
- - Served as first point of contact for auto claimants, collecting accident information.
- - Reviewed police reports, treatment records, and damage assessments to evaluate liability.
- - Provided claimants with education on insurance policies and claim procedures.
Trainer & Q.A. Specialist (Health Net Licensed)
Connexions, CVS Caremark CCR
07.2012 - 04.2014
- - Delivered training to improve service performance and compliance with healthcare regulations.
- - Developed training materials, workflow guides, and reference documentation.
- - Monitored quality metrics and coached representatives for continuous improvement.
- - Supported member enrollments and eligibility verification under CMS guidelines.
Administrative Assistant
Optum
04.2009 - 07.2012
- - Provided confidential administrative support to HR and Accounting departments.
- - Handled multi-line phone systems, filing, scheduling, and records management.
- - Analyzed office practices and implemented workflow improvements.
- - Ensured HIPAA compliance when handling patient health information.
Education
Associate Degree - Nursing
Cameron College
New Orleans, LASkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
Timeline
Customer Service Representative – Digital Operations
Cigna Healthcare
10.2024 - Current
Payroll Coordinator
EmployBridge LLC, Farmer
03.2022 - 01.2023
Lead Customer Service Agent
Shield Healthcare
03.2020 - 03.2022
Customer Service - Collections Team Lead
NMAC
02.2017 - 03.2020
Claim Associate
State Farm
04.2014 - 02.2017
Trainer & Q.A. Specialist (Health Net Licensed)
Connexions, CVS Caremark CCR
07.2012 - 04.2014
Administrative Assistant
Optum
04.2009 - 07.2012
Associate Degree - Nursing
Cameron College
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