Summary
Overview
Work History
Education
Skills
Timeline
Generic

Talisa Jenkins

Tampa,FL

Summary

Seeking to obtain a Professional position that will allow myself to learn and grow within the field. Excellent communicator
with 6 years in demanding Call Center environments and a proven ability to uphold extra responsibilities.

Overview

10
10
years of professional experience

Work History

Customer Service Representative 11

WellCare
09.2019 - Current
  • Answered up to 90 incoming calls in busy, fast-paced global call center.
  • Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Resolve customers inquiries via telephone in timely and appropriate manner.
  • Regarding claims, eligibility, covered benefits, and authorization status.
  • Educate members on health plan initiatives,
  • Document all activities for quality and metrics.
  • Work with other departments on cross functional tasks and projects

Claims Supervisor

Iron Bow Technologies
10.2018 - 06.2019
  • Motivate and manage up to 16 customer service representatives.
  • Monitor customer service representatives on 2 calls per month and provide feedback.
  • Keep current on all communication regarding changes to policies, procedures, and plan changes.
  • Respond to escalated calls and resolve problems concerning denied claims.
  • Contribute to ongoing improvement process. Facilitate regular team meetings.
  • Execute disciplinary action when necessary, Complete and deliver reports in timely manner.
  • Explain and deliver quarterly incentive payouts to all reps in timely fashion
  • Monitored team performance, enforcing compliance with corporate claims processes and procedures.

Customer Service Specialist

Iron Bow Technologies
01.2017 - 10.2018
  • Acted in place of TEAM LEAD Supervisor when away.
  • Monitored and coached staff on calls.
  • Analyzed open case work 30 -45 cases daily to assist Team Lead and Customer Service Representative to resolve and close issues.
  • Responded to escalated calls and resolved problems.
  • Administered policies and procedures to assure consistency.
  • Meet KPI Goals as established in call center.
  • Documented all client interactions according to established procedures.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions for denied claims.

Economic Self Sufficient Specialist 1

Department of Children & Families.....Call Center (inbound/outbound)
11.2013 - 12.2015
  • Answer general inquiry, and complex eligibility questions related to program requirements; Complete data exchange; Case corrections.
  • Resolve Electronic Benefit issues; Conduct interviews for the purpose of collecting & required information on applications.
  • Data Entry; Planning & Organizing; Computer Proficiency;
  • Analyze & Interpret written, numerical, & verbal data from various sources; System Navigation, Generate daily reports; Call documentation
  • Answered on the average of 120 calls per day by addressing customer inquiries.

Education

Some College (No Degree) - Healthcare

Remington College
Tampa, FL

Skills

  • Ability to work well with others; Compassionate
  • Skilled at establishing priorities and managing time; Listening
  • Strong verbal, written & interpersonal skills;
  • Taking responsibility; Humor
  • Microsoft Word, Microsoft Outlook, Facets, Sir, Citrix, Workspace, Claims

Timeline

Customer Service Representative 11

WellCare
09.2019 - Current

Claims Supervisor

Iron Bow Technologies
10.2018 - 06.2019

Customer Service Specialist

Iron Bow Technologies
01.2017 - 10.2018

Economic Self Sufficient Specialist 1

Department of Children & Families.....Call Center (inbound/outbound)
11.2013 - 12.2015

Some College (No Degree) - Healthcare

Remington College

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Talisa Jenkins