Sarese Jackman
West Jordan,UT
Summary
With over 15 years of experience as a customer service representative, I bring a dedicated and energetic approach to all aspects of my work. Throughout my career, I have excelled in various roles including customer care, call center management, sales, collections, resolutions, and technical support. As a resourceful problem-solver, I possess the ability to initiate innovative solutions to complex issues. My expertise and commitment to delivering exceptional service make me a valuable asset in any customer-focused role.
Overview
14
14
years of professional experience
Work History
Member Service Representative
United Healthcare Insurance
09.2017 - Current
- Engaged in conversation with customers to understand needs, resolve issues and questions in regards to medical benefits, claims and eligibility.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided assistance to plan participants by explaining benefits information to ensure educated selections.
- Assisted clients with problems or questions regarding claims.
- Assisted claimants, providers and clients with problems or questions regarding claims.
- Handled inbound phone calls and answered customer inquiries.
- Performed research and due diligence to resolve issues.
- Conversed with people from different cultures daily, providing high level of respect and patience with each interaction.
- Provided assistance to plan participants by explaining benefits information to ensure educated selections.
Technical Support Agent
Alorica
03.2014 - 03.2017
- Partnered with third-party technicians to troubleshoot complaints related to branded products.
- Resolved customer issues by explaining self-help techniques that resulted in minimal personnel involvement.
- Used remote login tools to assist clients with technical and product questions.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
Resolution Agent, Team Lead & Customer Service Rep
SareseConvergys, City
01.2011 - 01.2013
- Collaborated with leadership to implement new operational procedures.
- Facilitated training and support sessions to enhance team motivation.
- Followed staffing strategies to achieve production goals.
- Arranged appointments between parties for mediation.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Education
High School Diploma -
Horizonte Adult Training Center
Salt Lake City, UT04.2001
Skills
- Understanding Customer Needs
- Order and Refund Processing
- Issue and Complaint Resolution
- First-Tier Technical Support
- Microsoft Office
- Computer Skills
- Relationship Building
- Excellent Attention to Detail
- Billing Adjustments and Refunds
- Team-Oriented and Cooperative
- Building Customer Trust and Loyalty
- De-escalation Techniques
Timeline
Member Service Representative
United Healthcare Insurance
09.2017 - Current
Technical Support Agent
Alorica
03.2014 - 03.2017
Resolution Agent, Team Lead & Customer Service Rep
SareseConvergys, City
01.2011 - 01.2013
High School Diploma -
Horizonte Adult Training Center
Similar Profiles
Suzanne BanvilleSuzanne Banville
Complex Customer Care Advocate at United Healthcare InsuranceComplex Customer Care Advocate at United Healthcare Insurance
Dawayne GeorgeDawayne George
Insurance Advisor at United Healthcare InsuranceInsurance Advisor at United Healthcare Insurance
Ashley BellAshley Bell
Customer Service Lead at United Healthcare InsuranceCustomer Service Lead at United Healthcare Insurance