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Customer Service Sup, Insurance, Customer Service Team Lead, Gen Offic

Lewisville, North Carolina, United States
February 21, 2018

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Jennifer Jordan-McLeod Faulk

Lewisville, NC ***** 704-***-****

Worked as a customer service professional for over 20 years as a representative, client liaison, team lead, quality advisor, supervisor, and manager. Experience includes collections, health insurance, billing, flexible spending accounts, and more. Worked with the public for most of my career, either in person or over the phone. Promotions received at all employers that had opportunity for growth. Currently, looking for the opportunity to put my years of excellent service to work for an established company with growth potential.


CCi, Winston Salem, NC March 2017 to Feb 2018

Extension of Business Office (EBO) for hospitals

Team Lead in Contact Center

Managed Team of 10 - 18 Patient Service Representatives (PSRs) in blended environment for up to 7 hospitals.

All PSRs work in one to three hospital systems for each hospital assigned to their team in addition to proprietary systems.

Work with client representatives daily to answer account questions or resolve concerns.

Review QA, call, and collection stats with PSRs and provide appropriate coaching.

Analyze call volume and abandonment data in Excel to assist schedule creation in style of the Erlang calculator.

DataMax, Winston Salem, NC 2014 to 02/2017

Municipal Revenue Specialist (09/2016 to 02/2017)

New CEO and shuffling of positions and attempt to grow department

Contracted with outside company to assist collection of business licenses in 12 South Carolina cities/towns.

Located the companies incurring revenue inside the cities/towns without current business licenses.

Received applications from business, assign municipality’s rate, and calculate fee based on revenue.

Maintain database of companies, contacts, progress of license, amount owed, and amounts collected.

Work with the cities/towns when questions or concerns arose.

Collections Manager (2014 to 2016)

Hired as Collector and moved to position within 2 months

Manage collections call center of 5 - 10 employees and the only Municipal Revenue Specialist.

Held monthly staff training to teach new regulations or review areas in need of improvement.

Provided monthly collections goals to collectors and initiated team award system for meeting goals. Handled escalated consumer calls forwarded by collectors.

Responsible for hiring new employees, disciplinary actions, and terminations.

Organized appropriate rotation of collection accounts worked by collectors.

Created spreadsheet to follow collection dollars year over year and month over month for comparisons and follow accounts worked and dollars collected.

EMS Management and Consulting, Winston Salem, NC 2009 to 2014

Customer Service Supervisor (2012 to 2014)

Ensured phone coverage for incoming calls with up to 25 Customer Service Professionals (CSPs)

Created and ran bi-weekly classroom training aimed towards Customer Service Representatives. Agendas derived from quality assurance scoring and representatives’ questions asked on a daily basis.

Created Customer Service training materials for new employees. Resolve all escalated calls.

Simultaneous to Customer Service department; supervised employees in the Legal, Bankruptcy and Estates departments, including work done by in-office staff and offshore processing.

Responsible for hiring new employees, disciplinary actions, and terminations.

Senior Advisor, Customer Service Department (2010 to 2012)

Answer policy and procedure questions for CSPs via phone or email.

Facilitated understanding of new procedures and guidelines to Customer Service Team regularly.

Resolved escalation calls transferred from CSPs.

Reviewed and forwarded hardship and complaint letters from patients to clients for their review.

Customer Service Specialist (2009 to 2010)

Assisted in creation of Customer Service new hire training materials and education.

Took on additional tasks as requested or that I observed were needed.

Global Compliance, Charlotte, NC 2006 to 2009

Sarbanes-Oxley Compliance

Client Care Specialist (2008 to 2009)

Received inbound calls from clients' employees reporting Sarbanes Oxley concerns.

Request the who, what, where, and when of the caller's concern and take detailed notes.

Use notes from call to create a document to return to client.

Team Lead (2007 to 2008)

Provided coaching on telephone and report writing skills for Communication Specialists

Listened to calls side by side or live from my desk (calls are not recorded) to provide feedback regarding call quality and report writing.

Communication Specialist (2006 to 2007)

Received inbound calls from clients’ employees.

Collected information provided, compiled and created detailed document to return to client.

NCCA Insurance Services, Mill Spring, NC (worked from home in Elkin) 2005 to 2006

Client Manager

Assisted in managing 7 clients; size ranging from 11 to 250 employees.

Manage benefits (Health, Life, STD, LTD, FSA, Vision and Dental) for 28 existing group clients.

Gather quotes from several insurance companies, compile and present to potential clients.

Sale Insurance Group, Elkin, NC 2003 to 2005

Assistant Group Products

Employee Benefit Broker

Job description same as NCAA Insurance Services, above. Managed 20 clients.

Aon Consulting, Inc., Winston-Salem, NC 2002 to 2003

Flexible Spending Account Project Manager

Responsible for Flexible Spending Account and Transportation Spending Account activities for 25 clients.

Knowledgeable of FSA federal guidelines (Publication 502) to answer client inquiries and make decisions on processing.

Strategic Outsourcing, Inc. (SOI), Charlotte, NC 2000 to 2001

Supplemental Benefits Product Representative (2001)

Professional Employment Organization (13,000 clients in 20 states)

In a role created to make use of my skills, reviewed and managed supplemental benefits for 13,000 clients (including vision, individual and group paid STD, LTD, AD&D, Life Insurance; Fully Insured Sickness and Accident Plan, and Flexible Benefits Program) for a nationwide Professional Employment Organization.

Client Services Liaison (2000)

Primary contact for over 20 field client service representatives.

Resolved enrollment, claims and customer service issues and discrepancies.

Responsible for making decisions on written incoming appeals.

Employee Benefits Services, Charlotte, NC 1999 - 2000

Customer Service Representative

Worked as part of a dedicated unit of representatives for the Strategic Outsourcing, Inc. health plan.

Primary representative responsible for processing dental claims and health plan correspondence.

Position expanded and moved to SOI in-house.


Central Piedmont Community College, Charlotte, NC focus on American Sign Language

Previously licensed North Carolina Life, Accident and Health Agent

Excel Intermediate Certificate from Forsyth Technical Community College

Proficient in Microsoft Office and Type 60 wpm

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