Lorraine Jackson
Summary
Responsible Claims Agent that provided customer support to clients needing assistance with service plans. Researched inquiries, answered questions and offered solutions to resolve issues. Considered valuable team player with great organizational skills.
Overview
21
21
years of professional experience
Work History
Claims Customer Service Associate
FoundEver
11.2023 - 06.2024
- Guided customers through complex documentation requirements, simplifying the submission process for them while increasing accuracy in record keeping.
- Coordinated with other departments such as underwriting or loss prevention to assist policy holders with claims.
- Kept updated on industry trends and regulations to ensure compliance in all aspects of the claims handling process.
Team Lead/Supervisor
Foundever
09.2013 - 11.2023
- Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
- Monitored workflow to improve employee time management and increase productivity.
- Achieved results by working with staff to meet established targets.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Educated staff on organizational mission and goals to help employees achieve success.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Evaluated employee performance and coached and trained to improve weak areas.
- Developed effective improvement plans in alignment with goals and specifications.
Customer Service Representative Agent
Foundever
09.2003 - 09.2013
- Educated customers about billing, payment processing and support policies and procedures. Answered customer telephone calls promptly to avoid on-hold wait times.
- Delivered prompt service to prioritize customer needs.
- Investigated and resolved accounting, service and delivery concerns.
- Tracked customer service cases and updated service software with customer information.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Education
No Degree - Secretarial Studies And Office Administration
Northwest Alabama Junior College
High School Diploma -
Russellville High School
Russellville, AL05.1983
Skills
- Technical Support
- Documentation
- Order Processing
- Research
- Customer Service
- Credit Card Payment Processing
- Refund Processing
- Claims Processing
- Compliance Awareness
- Client Education
- Teamwork and Collaboration
- Active Listening
- Data Entry
- Appointment Scheduling
- Coverage Determination
- Insurance Coverage Verification
Accomplishments
- Supervised team of 18 staff members.
- Winner of "Top Performing Team Lead" several months in 2021-2022.
Timeline
Claims Customer Service Associate
FoundEver
11.2023 - 06.2024
Team Lead/Supervisor
Foundever
09.2013 - 11.2023
Customer Service Representative Agent
Foundever
09.2003 - 09.2013
No Degree - Secretarial Studies And Office Administration
Northwest Alabama Junior College
High School Diploma -
Russellville High School