Leah Ellis
Customer Service & Business Professional
Newark,New Jersey
Summary
With a Master's in User Experience Design and extensive customer service experience, I seek a customer experience or client support roles to enhance service delivery and user interactions. My background includes user-centered design, managing client inquiries, and resolving issues. I excel at anticipating customer needs and enhancing satisfaction, translating complex information into accessible guidance. I aim to leverage my UX and customer service expertise to create meaningful, user-friendly experiences aligned with organizational goals.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Consumer Support Representative
Maximus
Remote, Remote
04.2023 - Current
- Manage high volumes of health insurance inquiries from New Jersey residents, using effective customer service techniques to deescalate escalated calls and address complaints with professionalism
- Assist consumers with account setup, benefit enrollment, and disenrollment processes, and answering general questions
- Consistently surpass a 90% quality score by focusing on achieving one-call resolutions.
- Documented all customer interactions to maintain reliable records.
- Served as a subject matter expert by simplifying complex health plan options.
- Support backend teams by resolving data-matching issues, verifying applicant information, and ensuring eligibility for health coverage
- Collaborate with insurance carriers and brokers to confirm policy details and address complaints efficiently
- Complied with HIPAA regulations, ensuring the protection of health insurance information.
- Offered valuable insights on recurring customer issues to boost service excellence.
- Troubleshoot system issues by identifying underlying causes and guiding consumers through appropriate solution
Customer Service Representative
Robert Half Temp Agency
Remote, Remote
06.2022 - 12.2022
- Delivered outstanding customer support via phone and email, handling inquiries, promoting products, and effectively resolving issues.
- Maximized customer interaction quality and process efficiency through Salesforce CRM utilization.
- Built strong customer relationships contributing to business growth.
- Acted as a mediator among customers, sales, field teams, and internal departments, minimizing escalations.
- Produced precise quotes and efficiently processed service work orders, guaranteeing punctual completion of customer needs.
- Monitored resolution of issues, secured payments, and addressed billing concerns swiftly.
- Ensured customer communications contained up-to-date information for accurate client engagement.
Consumer Support Representative
Randstad Temp Agency
Remote, Remote
09.2021 - 01.2022
- Delivered frontline assistance and technical support during Open Enrollment period for insurance queries.
- Ensured outstanding support by quickly addressing calls related to established insurance plans.
- Investigated, researched, and analyzed consumer documents to resolve complex issues based on insurance product knowledge.
- Handled outbound calls informing consumers about escalation tickets and documentation.
- Collaborated with insurance carriers to verify consumer policy details, such as cancellations and backdated enrollments.
Education
Masters of Business And Science - User Experience Design
Rutgers University
New Brunswick, NJ05-2022
Bachelor of Arts - Public Affairs And Administration
Rutgers University
Newark, NJ05-2019
Skills
- Salesforce Platform Expertise
- Microsoft Office proficiency (Word, Excel, PowerPoint)
- Record keeping and documentation skills
- User research and testing
- Survey Development and Analysis
- Journey Mapping and Persona Development
- Lean Agile Practices
- Knowledge of HIPAA Regulations
- Active listening and empathy
- Data entry and management
- Proficient in Asana for Project Management
- Skilled in Using Slack for Team Collaboration
Certification
Leading SAFe (SAFe Agilist) Scaled Agile, Inc | October 2024
SAFe® Scrum Master (SSM) Scaled Agile, Inc | November 2024
SAFe® Product Owner/Product Manager (POPM) – Scaled Agile, Inc. | December 2024
Special Volunteer Experience
UX Project Coordinator | Tech Fleet | September 2024 - Present
- Gather client requirements to ensure solutions align with their objectives and facilitate seamless project execution.
- Coordinate onboarding for new clients and projects through efficient scheduling and communication, resulting in smoother project launches.
- Streamline recruitment and interview processes for UX project leads, contributing to the formation of high-performing teams.
- Facilitate project kick-offs by aligning cross-functional teams and setting clear expectations for all stakeholders.
- Manage administrative tasks such as scheduling and reporting to support project timelines and ensure accountability.
- Provide teams with necessary resources and foster collaboration to ensure smooth project execution and timely delivery.
- Organize and schedule interviews with department leads, ensuring timely staffing for critical project needs.
Timeline
Consumer Support Representative
Maximus
04.2023 - Current
Customer Service Representative
Robert Half Temp Agency
06.2022 - 12.2022
Consumer Support Representative
Randstad Temp Agency
09.2021 - 01.2022
Masters of Business And Science - User Experience Design
Rutgers University
Bachelor of Arts - Public Affairs And Administration
Rutgers University
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