Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Jontaylia Smith

Charlotte,NC

Summary

Customer Support Specialist with 8+ years of experience in healthcare and remote environments. Skilled in high-volume email and chat support, troubleshooting user issues, and maintaining clear documentation. Proven ability to manage support queues, resolve tickets efficiently, and escalate complex issues while consistently exceeding KPIs.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Medical Service Coordinator

Optum Serve
07.2024 - Current
  • Manage high-volume customer support queue handling 80 to 100+ email and chat tickets daily
  • Troubleshoot user issues and resolve account concerns quickly and accurately
  • Escalate complex cases to appropriate teams while maintaining clear documentation
  • Process detailed data entry and maintain accurate records across systems
  • Communicate clearly with providers and members to ensure issue resolution
  • Consistently exceed productivity and quality KPIs

Licensed Sales Agent

Medigap Life
10.2023 - 07.2024
  • Assisted clients with selecting Medicare Advantage, Medicare Supplement, and Under-65 health plans
  • Conducted financial needs assessments and benefits reviews
  • Managed policy enrollments, premium calculations, payment methods, and account setup

Direct Sales Producer

Blue Cross NC
06.2022 - 09.2023
  • Guided members through plan selection, enrollment, and policy understanding
  • Processed applications, account updates, and policy changes
  • Resolved customer concerns and escalated complex issues

Licensed Insurance Agent

Humana
01.2020 - 11.2021
  • Educated clients on Medicare plans, benefits, and enrollment options
  • Assisted with renewals, cancellations, claims support, and account management

Education

Associate of Science - Health Administration

Ultimate Medical Academy
Clearwater, FL

Skills

  • Customer Support
  • Email and Chat Support
  • Data Entry
  • CRM Systems
  • Ticketing Platforms
  • Ticket management
  • Escalation Management
  • Outlook
  • Troubleshooting
  • Teams
  • Excel
  • Documentation
  • HIPAA Compliance
  • Medicare Knowledge
  • Remote Work Operations

Certification

Life, Health and Accident Insurance License, 01/01/17

Timeline

Medical Service Coordinator

Optum Serve
07.2024 - Current

Licensed Sales Agent

Medigap Life
10.2023 - 07.2024

Direct Sales Producer

Blue Cross NC
06.2022 - 09.2023

Licensed Insurance Agent

Humana
01.2020 - 11.2021

Associate of Science - Health Administration

Ultimate Medical Academy
Jontaylia Smith