Wendy Jones
Columbus,GA
Summary
Dynamic and results-driven CSRIII at Elevance, adept at enhancing customer satisfaction through empathetic communication and effective problem resolution. Skilled in managing over 500 insurance accounts while demonstrating quick typing and multitasking abilities. Proven track record in building trust and loyalty, ensuring seamless support during high-demand periods.
Overview
12
12
years of professional experience
Work History
CSRIII/Chat Support Representative
Elevance
01.2013 - 03.2025
- Answered questions from customers that came in through the company's online chat
feature.
Used various skills to resolve problems in reasonable amount of time.
Maintained understanding of company computer software, products and services.
Walked customers through online demonstrations to support better understanding of
product features.
Volunteered to help with email-based and phone support to customers at times when
the department was swamped with calls and messages.
Engaged in conversation with customers to understand needs, resolve issues and
answer product questions.
Promoted high customer satisfaction by resolving problems with knowledgeable and
friendly service.
Nurtured existing relationships with longtime customers while exploring opportunities
to develop partnerships with prospects and leads.
Kept records of customer interactions or transactions, thoroughly recording details of
inquiries.
Supported sales team members to drive growth and development.
Enhanced productivity and customer service levels by anticipating needs and delivering
outstanding support.
Adjusted bills and refunded money to resolve customers' service or billing complaints. - Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Successfully managed a portfolio of over 500 individual and group and Medicaid insurance accounts
- Assisted with clients understand their health insurance coverage and options such as deductible, coinsurance, copay
- Also assisted with medical authorizations for medical procedures, also authorization for medication
- Worked with patients without private health insurance with applications eligibility o various Federal, state local and programs
Education
High School Diploma -
Carver High School
Columbus Ga05-2006
Skills
- Quick typing
- Language fluency
- Empathy display
- Performance tracking
- Customer Account Management
- Building Customer Trust and Loyalty
- Order and Refund Processing
- Multitasking and Prioritization
- Responding to Difficult Customers
- Upbeat and Positive Personality
- Data Entry and Maintenance
- Calm and Professional Under Pressure
- Understanding Customer Needs
- Data Entry
- Customer Data Confidentiality
- Customer Service
- Verbal and Written Communication
- Call Centers
Timeline
CSRIII/Chat Support Representative
Elevance
01.2013 - 03.2025
High School Diploma -
Carver High School
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