Veronica Jones
Cedar Hill,TX
Summary
Experienced professional with a strong background in member services, adept at managing client relations and support. Skilled in team collaboration, communication, and problem-solving to ensure seamless service delivery and customer satisfaction. Recognized for adaptability, reliability, and a results-driven mindset, consistently surpassing expectations. Focused on member services with a proven track record of enhancing member satisfaction and retention through strong team collaboration and adaptability. Possessing excellent communication and problem-solving skills to make a positive impact in dynamic environments.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Bloom Insurance Agency
10.2025 - 03.2026
- Conducted thorough assessments of client needs to recommend tailored health insurance solutions.
- Streamlined enrollment processes, enhancing efficiency and improving client satisfaction rates.
- Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
- Increased client satisfaction by efficiently addressing their insurance needs and providing personalized solutions.
- Conducted comprehensive policy reviews for existing clients, identifying opportunities for adjustments or additional coverage.
- Maintained accurate records of all client interactions and transactions, ensuring compliance with industry regulations .
Member Services Representative
Teleperformance
01.2021 - 10.2025
- Provided healthcare support to insurance members, answering benefit and claims questions.
- Assisted members with selecting or modifying health plans during open enrollment.
- Resolved escalated customer service issues with empathy and urgency.
- Documented all interactions in detail using proprietary software systems.
- Offered plan education, including deductibles, co-pays, and out-of-pocket maximums.
- Ensured compliance with HIPAA and company data protection policies.
- Delivered consistent high-quality service, contributing to high satisfaction scores.
- Partnered with internal departments to resolve member issues and verify information.
- Handled eligibility verification and prior authorization requests.
- Participated in ongoing training to stay current on industry changes and policy updates.
- Monitored feedback from members regularly, implementing improvements based on their suggestions and needs.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Increased efficiency of call handling by utilizing available resources such as scripts, FAQs, or knowledge base articles when assisting customers.
- Resolved complaints to satisfy customers and encourage future transactions.
- Utilized advanced problem-solving skills to address unique concerns or requests from individual members.
Customer Service & Tech Support Representative
Concentrix
01.2018 - 01.2021
- Provided technical and billing support for customers via phone, chat, and email.
- Resolved customer inquiries and complaints with empathy and efficiency.
- Walked customers through troubleshooting processes for internet and software issues.
- Escalated unresolved issues to appropriate internal teams when needed.
- Managed a high-volume call queue while maintaining top-tier service metrics.
- Educated users on company products and service enhancements.
- Processed account updates, cancellations, and service modifications.
- Met or exceeded monthly KPIs including CSAT, AHT, and first-call resolution.
- Utilized CRM tools to track and document customer interactions.
- Participated in training programs to stay current on company technology and procedures.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
Scheduling Advisor / Healthcare Customer Service
Aspen Dental
08.2016 - 12.2017
- Scheduled dental appointments for new and existing patients across multiple clinics.
- Verified insurance eligibility and explained dental coverage details to patients.
- Maintained accurate patient records using dental management software.
- Answered incoming calls and responded to patient inquiries regarding procedures and billing.
- Provided compassionate service to patients dealing with dental anxiety.
- Worked with clinical staff to coordinate treatment plans and schedules.
- Followed up with patients for appointment reminders and re-care scheduling.
- Educated patients on payment plans and financing options.
- Resolved patient concerns with professionalism and confidentiality.
- Maintained HIPAA compliance at all times during patient interactions.
- Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times.
- Developed long-lasting relationships with clients to ensure consistent retention and loyalty.
- Managed risk effectively by closely monitoring client portfolios and making timely adjustments.
- Utilized advanced CRM tools to track client interactions efficiently while maintaining detailed records of their individual goals, preferences, and concerns.
- Developed strong relationships with clients through regular communication and excellent customer service.
- Enhanced team productivity with introduction of streamlined processes for client assessments and follow-ups.
Education
High School Diploma -
National Youth Commission
Dallas, TX05.1971
Skills
- Customer Relationship Management (CRM)
- Call Center Operations
- Scheduling & Appointment Coordination
- Healthcare Insurance Knowledge
- Conflict Resolution
- HIPAA Compliance
- Technical Support & Troubleshooting
Licenses
Health and Life Insurance License
Timeline
Customer Service Representative
Bloom Insurance Agency
10.2025 - 03.2026
Member Services Representative
Teleperformance
01.2021 - 10.2025
Customer Service & Tech Support Representative
Concentrix
01.2018 - 01.2021
Scheduling Advisor / Healthcare Customer Service
Aspen Dental
08.2016 - 12.2017
High School Diploma -
National Youth Commission