QUINTELLA JACKSON
Lansing
Summary
Dynamic Member Service Specialist with CVS Health Corporation, recognized for resolving complex inquiries and enhancing member satisfaction. Proficient in policy compliance and clear communication, I achieved high satisfaction ratings by addressing customer issues effectively. My active listening and empathy foster strong team collaboration, driving exceptional service delivery in healthcare environments.
Overview
7
7
years of professional experience
Work History
Member Service Specialist
CVS HEALTH CORPORATION
Woonsocket
02.2022 - Current
- Resolved complex member inquiries while maintaining accurate documentation.
- Delivered exceptional service to enhance member satisfaction and loyalty.
- Educated members regarding prescription coverage and in-network options.
- Communicated with teams to ensure prompt issue resolution.
- Trained staff on service policies and best practices for improved performance.
Heath Care Customer Service Specialist
Ttec (TeleTech)
Black Canyon City
03.2021 - 02.2022
- Handled calls for members with Individual Family Plans PPO, addressing claims and non-claims inquiries.
- Delivered detailed information on covered services, deductibles, and co-insurance under selected plans.
- Maintained adherence to company policies and scripts to meet call-time and quality benchmarks.
- Achieved high satisfaction ratings by resolving customer issues in one call.
- Swiftly investigated and resolved customer inquiries and complaints to enhance service delivery.
- Kept abreast of product and service changes to provide accurate information.
Assembly Line Worker
General Motors Co
Lansing
11.2020 - 02.2021
- Assembled components with minimal supervision.
- Kept work areas clean, organized and safe to promote efficiency and team safety.
Machine Operator
WestRock
Highland
05.2018 - 11.2020
- Assisted with Flexo paper machine set ups and changeovers.
- Hand stacked product.
- Pallett Wrap Operator - Strapped units before sending to warehouse for shipping.
- Cleaned ink pans.
- Hand Assembly of special orders.
- Operate fork truck; Operate Cardboard Bailer Eaton.
Education
Diploma -
Arthur Hill High School
Saginaw, MI06.1989
Some College - Medical Billing & Coding
Southwestern Illinois College
Belleville, ILSkills
- Computer proficiency
- Patience and flexibility
- Active listening
- Empathy
- Clear communication
- Policy compliance
- Team collaboration
Timeline
Member Service Specialist
CVS HEALTH CORPORATION
02.2022 - Current
Heath Care Customer Service Specialist
Ttec (TeleTech)
03.2021 - 02.2022
Assembly Line Worker
General Motors Co
11.2020 - 02.2021
Machine Operator
WestRock
05.2018 - 11.2020
Diploma -
Arthur Hill High School
Some College - Medical Billing & Coding
Southwestern Illinois College