Jacqueline Scarlett

Mesquite, TX ***** 214-***-**** ad4850@r.postjobfree.com

Professional Summary

Dedicated to providing high quality service. Committed to exceeding sales expectations and furthering company goals. Timely and situationally aware employee dedicated to supporting productive work environments.

Skills

Computer Software Skills - Windows 7-11- Google Suite - MS Office – SharePoint – WebEx - ServiceNow Zendesk – Salesforce - Microsoft Teams – Zoom - Google Suite – Slack- EMR- Five9

Work History

Nov. 2023-March 2024

Customer Service Associate- Call Center

TruePill- via Insight Global (Contract Position)

Conduct outbound calls to patients recently discharged from emergency room

Schedule appointments with nurse clinicians

Transfer to medical insurance team with detailed questions

Document follow up attempts via Excel spreadsheets

Notate if a patient is deceased, confirm Authorized Reps on file if needed

March 2022-

Personal Care Aide

Lakeshore Healthcare

Assist in daily living activities by dressing, grooming, bathing, and toileting patients.

Assist patients with self-administered medications.

Maintained clean personal areas and prepared healthy meals to support client nutritional needs.

Monitored client vitals, administered medications, and tracked behaviors to keep healthcare supervisor well-informed.

Jan. 2022- Feb. 2023

Customer Care Representative

Baldwin Risk Partners

Upselling of policies; Earthquake, Flood, Umbrella and Auto. Locating the best premiums available to ensure customer satisfaction.

Established workflow processes, monitored daily productivity

Processed over 400 emails/voicemails callback a day.

Served as a customer advocate by identifying underlying customer needs and guiding them to the appropriate resources/ identify and escalate issues to supervisor as needed.

Reviewed claims submitted by providers and sent those claims to insurance payers.

Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.

Aug. 2012-Dec. 2020

Operations/Customer Support Lead

Health Fitness Corporation

Resolved and troubleshoot tickets(fax, call and email) inquiries in each week. Over exceeded all departmental goals in all areas.

Scheduled and coordinated meetings, appointments and travel arrangements for managers

Supervised and evaluated a team of 14 new hires after training while crossing training them from customer service calls to data entry and fulfillment.

Compiled statistical information for monthly reports and while engaging with Program Managers for weekly audit overviews.

Developed and created Live Chat on our Engagement Platform.

Researched and onboarded an email quality assurance sheet after realizing a company need.

Education

Collin Community College - Plano, TX

Associate of Arts Degree

Graduated May 2021

Contact this candidate