Service Representative Customer

JORDAN R. SLAY, JR.

615-***-**** ******@*******.*** www.linkedin.com/in/jordanslay/

COMPETENCIES

SalesForce

Direct sales

Facets

CRM

Process improvements using Lean Six Sigma methodology

Blue Cross/Blue Shield proprietary software for policy planning and renewal

Strategic sales analytics, planning, and management

KEY PROFESSIONAL SKILLS

Engages with over 300 customers and month handling long-term, high value contracts

Develops broker strategy to meet the demands of the market and $40 million company sales goal

Acts as consumer advocate in the organization and provides feedback as to how well the company is meeting insureds' expectations

Navigates and resolves complex issues related to groups, hospitals, and physicians

Leads educational efforts that keep clients informed about company products

Manages response to over 300 Requests for Information (RFI) and Requests for Proposal (RFP) monthly

Provides approximately 750 employee benefit consultive services to prospective and existing groups annually

Develops marketing strategies for new product offerings with due consideration of potential problem areas

Consistently top 5% in Company at meeting customer retention goals

PROFESSIONAL EXPERIENCE

BLUE CROSS BLUE SHIELD OF TENNESSEE Nashville, TN Mar 1997 – Present

BlueCross BlueShield (BCBS) of Tennessee offers health plans for more than 3.3 million members in Tennessee and around the country.

Small Group Account Executive - Commercial Market Division (Jun 2001 – Present)

Manages a $35 million book of business

Renews existing business and sells additional products to groups directly, as well as through brokers

Direct interaction with every division in the company ranging from claims to billing

Billing Technician (Jun 2000 – Jun 2001)

Handled billing and membership issues for large, sensitive and/or complex groups

Senior Customer Service Representative (Apr 1998 – Jun 2000)

Worked in Major Accounts consistently handling groups with over 750 members

Acted as group contact for two large groups that, collectively, had over 17,000 members

Monitored calls for accuracy and quality control

Led training for new additions to the department

Served as back up for the team leader and supervisor

Customer Service Representative (Mar 1997 – Apr 1998)

Assisted members and providers by resolving problems, concerns, and processing or adjusting claims as needed

EDUCATION

GRAND CANYON UNIVESITY

MS Master of Science – Clinical Counseling 2025 (Anticipated)

WALDEN UNIVERSITY

PhD Doctor of Philosophy A.B.D. (All But Dissertation)– Public Administration, 2017

TENNESSEE STATE UNIVERSITY Nashville, TN

MS Master of Science - Strategic Planning/Human Recourses, 2010

TENNESSEE STATE UNIVERSITY Nashville, TN

BS Bachelor of Science - Interdisciplinary Studies, 2003

CERTIFICATIONS AFFILIATIONS LICENSURE

PAHM Designation Professional, Academy For Health Management Academy for Healthcare Management

Former Board Member Toastmasters International

Graduate BlueCross BlueShield of Tennessee Corporate Mentoring Program

Holder State of Tennessee Insurance Producer License

Certified Lean Six Sigma Yellow Belt

COMMUNITY LEADERSHIP

Creator and Director The Firebird Group (A community nonprofit organization)

Board Member The Omega Psi Phi Fraternity 2005 Foundation

Past President Nashville Graduate Chapter of the National Pan-Hellenic Council

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