TE-JUANESIA EPPS
West Haven,CT
Summary
Detail-oriented Customer Service Professional with a proven history in account research, complex inquiry resolution, and CRM documentation. Recognized for strong service performance and adherence to quality standards. Expertise includes issue resolution, data entry, and customer communication. Pursuing a Claims Support or Claims Examiner Trainee role.
Overview
11
11
years of professional experience
Work History
Member Service Advocate
BCBSMA
11.2024 - Current
- Resolve complex Medicare Advantage member inquiries involving benefits, coverage, eligibility, and account details by researching information across multiple systems and providing accurate, policy-aligned explanations.
- Achieved a 96.17% Quality Score, 100% SQM, and 83% First Call Resolution while maintaining accuracy, compliance, and established service standards.
- Explained coverage and account information, de-escalated concerns, and advocated for members while upholding a professional, service-focused approach.
- Reviewed account information and documented member interactions in CRM applications to ensure complete records and facilitate appropriate follow-up.
Customer Service Specialist
Shipt
02.2022 - 05.2024
- Maintained 98% schedule adherence while handling customer disputes, service concerns, and complaints in a fast-paced support environment.
- Utilized CRM databases to research customer issues, document interactions, and identify follow-up needs to ensure continuity and timely resolutions.
- Assisted in developing procedure improvements that enhanced service quality and increased customer satisfaction.
Customer Service Specialist
Regus
01.2017 - 04.2019
- Maintained 90%+ schedule adherence while resolving customer issues through phone and email and following concerns through to resolution.
- Documented customer interactions and applied structured problem-solving to prevent escalations through prompt, professional communication.
- Communicated customer feedback to cross-functional teams, driving service improvements and enhancing customer experiences.
Administrative Assistant
ABM
08.2015 - 01.2017
- Coordinated between product owners, teams, and leadership to align work with operational goals.
- Tracked performance metrics and conducted data analysis to evaluate solution effectiveness post-production.
- Cataloged requirements, reviewed information, and analyzed data to refine team priorities and inform decision-making.
Education
Associate of Science (AS) - Accounting
Monroe College
Skills
- Claims Support
- Claims Intake Support
- Customer/Member Advocacy
- Complaint Resolution
- Benefits research
- Case/Issue Documentation
- Documentation Review
- Service Quality Monitoring
- Regulatory Compliance
- CRM Systems
- Database Navigation
- Data Management
- Member Follow-Up
- Cross-functional collaboration
- Problem Solving
- Microsoft Office
- Communication skills
- Communication skills
Timeline
Member Service Advocate
BCBSMA
11.2024 - Current
Customer Service Specialist
Shipt
02.2022 - 05.2024
Customer Service Specialist
Regus
01.2017 - 04.2019
Administrative Assistant
ABM
08.2015 - 01.2017
Associate of Science (AS) - Accounting
Monroe College