ANNEICE JONAS-JACKSON

**** ********* **, ******, ** 77373 H: 803-***-**** aczi5i@r.postjobfree.com

ACCOMPLISHMENTS

Promoted to Customer Service Advocate 3 in 6 months of hire.

Nominated and received CARE (customers are reason enough) award within 3 months of hire. Received CARE nomination 4 times in one year.

PROFESSIONAL SUMMARY

Dedicated Customer Service Advocate motivated to maintain customer satisfaction and contribute to company success. Seeking a position that will benefit from my customer service management experience, positive interaction skills, and where my 20 years of experience can improve the customer satisfaction. Perceptive Customer Service Manager who cultivates positive customer relationships through clear and helpful communication.

SKILLS

Creative problem solver

Strong client relations

Multi-line phone talent

Medical terminology knowledge Exceptional communication skills MS Windows proficient

Quick learner

Training development aptitude

Business Management, May 2017 Midlands Technical College - Business Management 3.1

Adherence to high customer service standards Customer-focused

EDUCATION

WORK HISTORY

Customer Service Advocate/MAeastSpanish, 07/2016 to Current Optum/UHG through Ranstad – Houston, TX

Provided prompt, accurate, thorough and courteous responses to all complex customer inquiries. Performed research as needed to resolve inquiries.

Trained and coached team members to deliver a high standard of customer service.

Met with other team managers to discuss possible improvements in customer service area. Reviewed and adjudicated complex or specialty claims and/or non-medical appeals.

Determined whether to return, deny, or pay claims .

Wrote and kept accurate records of discussions and correspondence with customers. Filed grievances and submitted complaints to CMS on behalf of members.

Revised plans as needed to meet changing goals and requirements.

Filed grievances for customers and forwarded information to CMS for review

Customer Service Advocate III, 04/2015 to 06/2016 Blue Cross Blue Shield – Columbia, SC

Provided prompt, accurate, thorough and courteous responses to all complex customer inquiries. Performed research as needed to resolve inquiries.

Trained and coached team members to deliver a high standard of customer service.

Met with other team managers to discuss possible improvements in customer service area.

Reviewed and adjudicated complex or specialty claims and/or non-medical appeals.

Determined whether to return, deny, or pay claims following organizational policies and procedures.

Wrote and kept accurate records of discussions and correspondence with customers Taught and ensured HIPAA guidelines and compliance procedures were being followed

Front Office Manager, 10/2013 to 01/2016 Holiday Inn Express – Columbia, SC

Interacted directly with the guest insuring satisfaction.

Handled guests' complaints without assistance or direct support from upper management. Assisted with the hiring and training of new employees.

Assisted with daily financial activities.

Bilingual Customer Service Representative, 10/2011 to 11/2013 Blue Cross Blue Shield SC – Columbia, SC

Provided accurate and appropriate information in response to customer inquiries. Processed and paid claims for DME suppliers and customers.

Wrote and kept accurate records of discussions and correspondence with customers. Performed research needed to resolve claim inquiries.

Provided customers with technical support using maintenance procedures created with company policies. Ensured HIPAA guidelines all compliance procedures were being followed

Night Auditor, 01/2008 to 01/2011 Marriott – Columbia, SC

Balanced accounts nightly unsupervised and closed business for the day. Processed end of month reconciliation.

Interacted directly with the guest insuring satisfaction.

Assisted management with daily financial activities.

Greeted, registered and assigned rooms to guests.

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