Summary
Overview
Work History
Education
Skills
Timeline
Generic

KEITH A JACKSON

TAMPA,US

Summary

Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.

Overview

13
13
years of professional experience

Work History

Customer Service Representative

United Healthcare
04.2015 - Current
  • Handle incoming calls from Providers about claims, benefits and Authorization’s
  • Meet required Metrics such as Surveys, Adherence, Hold time and Engagement
  • Team Lead where I assist my supervisor and others with issues
  • Worked on the initial PAC Team
  • Escalate issue and schedule call backs to keep provider informed
  • Worked on PRISM project for a year handling escalation
  • Cases were assigned daily with a certain turnaround time
  • Cases varied form Projects with over 100 claims to assigning new Provider ID
  • Selected to the Escalation Team where we handled Supervisor calls from agents
  • Selected to Individual Health Record Department as a Lead
  • Assist Providers with Bonus checks

Customer Service Representative

FIS Global
11.2014 - 04.2015
  • Handle incoming calls from Casino's about limit increase or decline
  • Assist in processing declines from Walmart Check cashing customers
  • Assist in processing disputes for customers on claims

Billing Specialist/ Customer Service Representative

Liberty Mutual Insurance
01.2012 - 09.2013
  • Speak with Mortgage companies about payments and policy issues
  • Analyzing information choose the best solution and solve problems
  • Collected payments for Insurance Plans and Mortgages and updated accounts to reflect new balances

Education

Texas Southern University
Houston, TX

Skills

  • Customer service

  • Problem-solving

  • Active listening

  • Adaptability and flexibility

  • Microsoft Excel

  • Conflict resolution

  • Dispute resolution

  • Spreadsheets

  • CBRM, PCRL, Cosmos

  • Doc 360

  • Super User

  • Service Now

  • Enterprise Now

  • RXBK I &II

Timeline

Customer Service Representative

United Healthcare
04.2015 - Current

Customer Service Representative

FIS Global
11.2014 - 04.2015

Billing Specialist/ Customer Service Representative

Liberty Mutual Insurance
01.2012 - 09.2013

Texas Southern University

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KEITH A JACKSON