Call Center Quality Assurance

JASON

WILKINSON

*****************@*****.*** 385-***-****

Provo, UT 84601-3203

WWW: Bold Profile

PROFESSIONAL SUMMARY

I have a wide range of interests in healthcare and criminal justice. I've participated in forensics class ranging from finger printing, ballistics to casting. Crime scene processing. evidence processing and handling. I am Also trained in Medical Insurance terminology with various Insurance companies such as Humana and Aetna. Worked for U of U as a care navigation specialist assisting patients in coordinating them with their physicians SKILLS

HIPPA certified PROFICIENT IN CITRIX SYSTEM.

COLLEGE LEVEL TRAINING WITH ALL

MICROSOFT PROGRAMS SUCH AS EXCEL, OFFICE ECT.

6 YEARS EXPERIENCE IN CALL CENTER WORK

WORK WELL WITH OTHER IN TEAM SETTING MANAGERIAL EXPERIENCE IN THE MAINTENANCE AND INSURANCE INDUSTRY

WLD TRAINED WITH FLOOR SUPPORT Customer Relations

Expert Problem Solving Quality Assurance

Management collaboration Technical communication

Advanced Communication Proficient in Microsoft office 360 suite, Excel, Epic Hyperspace

Emergency Response Expert in Epic Hyperspace

Bail enforcement training Analytical Thinking

Supply Management Safety protocol Industrial chemical certification trained

Firearms training with 95% proficiency Process Improvement Issue Research

WORK HISTORY

01/2022 - Current

Care Navigations Specialist University Of Utah Health And Clinics - 515 E. 100 S. STE 700, Salt Lake City, UT, 84102 Trained in: EPIC HYPERSPACE, MICROSOFT OFFICE, EXCEL, OUTLOOK, TEAMS, HIPPA Certified, pharmaceutical terminology trained

Oversaw patient and care team coordination with multiple specialty clinics including: U Cardiology, U Gender Affirmation, U General Surgery, U Behavioral Health, U Plastic Surgery, U Nephrology, U Psychology, U Psychiatry, U Podiatry, U Dermatology. Coordinated patient care. Intake patient calls, manage needs between patients and the specialty clinics. I am trained in medical terminology, and how to get patient specialty needs met in a consistent and precise manner. I am trained in speaking with medical teams and their staff, ensuring their orders and needs are also met. My care coordination skills are excellent, and I raised the ranks from general care to specialty care teams because of my excellence.

I am trained in medication terminology and provided clients needs in helping establish the refill of various medications that apply to specific specialty conditions and for patient specific medical condition needs. 02/2017 - 08/2020

CL SERVICING AND ORIGINATIONS TELEPERFORMANCE - 5295 SOUTH COMMERCE DRIVE,SUITE 600,MURRATY, UT,84

I HAVE BEEN DUAL TRAINED IN CONSUMER LOANS, SERVICING LOAN ACCOUNTS SPECIFICALLY CAR LOANS AND CHECKING AND SAVINGS AND ORIGINATING AUTO LOANS FOR MEMBERS. WORKED IN CHECKING AND SAVING ACCOUNTS THE FIRST YEAR THEN THE AUTO LOAN DEPARTMENT FOR 2 AND A HALF YEARS YEARS.

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Enhanced customer satisfaction by promptly addressing concerns and providing accurate information. Resolved customer complaints with empathy, resulting in increased loyalty and repeat business. AGENT ACTIVATIONS CONNECTIONPOINT 08/2015 - 07/2016 Trained in insurance agent activation for Aetna

Have a working knowledge of Insurance Terminology and various insurance packages for client needs. Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.

Established strong customer relationships, building recommendations and loyalty. Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.

Resolved caller issues quickly and thoroughly.

Handled and promptly resolved customer complaints to maintain professional relationships. 02/2009 - 04/2011

HEALTH INSURANCE SERVICE REPRESENTATIVE C3 CUSTOMER CONTACT CHANNELS (HUMANA) - Salt Lake City, UT

I WORKED FOR HUMANA AS A MEDICAL AND PRESCRIPTION CLAIMS AGENT AND WAS ALSO A SME FOR THE FLOOR ASSISTING WITH ALL THE NEW TRAINEES TAKING ESCALATED CALLS AND WAS FLOOR SUPPORT WHILE SUPERVISORS HAD THEIR MEETING.

Assisted patients with refilling medication and medical claims regarding billing matters Trained in educating new patients in addressing questions concerning their insurance coverage by going over specific coverage and costs to better help patients understand their specific coverage packages. Maintained productivity and quality standards at all times. Helped large volume of customers every day with positive attitude and focus on customer satisfaction. Customer Service Representative VERIZON WIRELESS - Salt Lake City, UT 01/2008 - 02/2009 SERVICES MEMBER PLAN ACCOUNTS, PHONE ACTIVATION AND TROUBLE SHOOTING. Trained in assisting clients with plan packages and phone activation and trouble shooting technical issues to help client resolve issues with phone products. Answered constant flow of customer calls with minimal wait times. Enhanced customer satisfaction by promptly addressing concerns and providing accurate information. Streamlined call center processes for improved efficiency and reduced wait times. 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.

GENERAL & PROJECT CREW SALT LAKE CITY INTERNATIONAL AIRPORT 03/1990 - 01/2008 I HAD WORKED AT THE AIRPORT FOR 15 + YRS DOING SPECIFICALLY MAINTENANCE WORK ON FACILITY AND AIRPORT PROPERTY. HALF THE TIME I WORKED THERE IWAS A ASSISTANT LEAD AND THEN PROMOTED TO THE LEAD POSITION. ESSENTIALLY I WAS IN CHARGE OVER A GROUP OF OVER A DOZEN CREW AND WAS CHARGED TO ENSURE THAT THE CREWS NEEDS WERE MET IN ORDER TO FACILITATE THE NEEDS OF THE AIPORT AND ITS CUSTOMERS. I HAD TO MAKE SURE THAT SUPPLIES WERE READILY STOCKED AND AREAS WERE SUFFICIENTLY COVERED AS THE AIRPORT CONTINUED TO GROW.

Certified training in chemicals more specifically with cleaning chemicals and wax stripper chemicals. Trained in all areas of facility maintenance such a cleaning and floor maintenance Ensured timely completion of projects with thorough planning and proactive risk management strategies. EDUCATION

ITT TECH - WEST VALLEY CITY, UT 05/2006

BBA: CRIMINAL JUSTICE

I have extensive training in in forensics crime scene investigation and processing, criminal profiling evidence gathering and processing with an understanding chain of custody. arrest procedures and criminal investigations and ballistics.

UTAH CAREER COLLEGE - SOUTH JORDAN, UT 2001

Associate of Science: COMPUTERS

DURING MY TIME AT UTAH CAREER COLLEGE I WAS PART OF A SMALL GROUP IN OUR CLASS WHO WAS COMMISSIONED BY A COMPANY CALL FRAMERATE. THE COMPANY WAS A BUSINESS THAT WOULD SET UP FOR THEIR CLIENTS TIME SLOTS ON TELEVISION FOR THE ADVERTISING THIER CLIENT ADVERTISING COMMERCIALS. THE PRODUCT FRAMERATE HAD WAS AN AUTOMATED SYSTEM THAT WOULD PLACE THESE COMMERCIAL IN THE DESIGNATED SLOT BASE ON THE TYPE AND TIME FRAME OF THE COMMERCIAL REPRESENTED. OUR CLASS WAS GIVEN THE TASK AS OUR FINAL THESIS FOR GRADUATING WITH OUR DEGREES TO CREATE AN INTERACTIVE INSTRUCTION MANUAL THAT THE COMPANIES CLIENTS COULD USE THAT WOULD BETTER EXPLAIN HOW THE AUTOMATED SYSTEM WAS SET UP AND WORKS. I WAS A PROJECT LEAD FOR THE TEAM THAT DESIGNED AND TESTED THE PROGRAM. IN ADDITION TO TWO OTHER LEADS. I WAS TASKED TO ENSURE THAT THE DESIGN OF THE INTERACTIVE PROGRAM FOLLOWED THE GUIDELINES SET FORTH BY FRAME RATE SUCH AS THEIR COMPANY LOGO AND COLORS, FONT ECT. IN ADDITION I WAS IN CHARGE OF GOING OVER THE TESTING OF THE PRODUCT TO ENSURE ALL THE BUGS WERE FIXED BEFORE THE FINAL PRODUCT WAS COMPLETED AND READY FOR PRESENTATION. WITH IN 3 MONTHS OF BEING GIVEN THE TASK WE HAD A PRODUCT FOR OUR CLIENT WHO WAS SATISFIED BY THE FINAL PRODUCT.

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