Customer Service Representative

JANA MALONE

Phoenix, AZ *****

602-***-**** ***********@*****.*** www.linkedin.com/in/jana-malone-56582a151 PROFESSIONAL SUMMARY

Customer Service Manager offering over 20 years of proven experience with counseling, placement, and offering community services for clients. Experienced in completing consultant sessions to learn about customer needs and recommend services. Recommended medical supplies and products to physicians and resulted in meeting sales quotas. Career supported by a Bachelors in Social Work and Master of Arts in Hospital/Clinical Administration and Counseling. Consulting I Sales e Customer Support Marketing o Customer Retention Strategic Planning Military service

Process Improvement Rapport Building o Data Entry

OVERVIEW OF KEY ATTRIBUTIONS

Customer Service: Strong communication skills. Proficient in developing strong relationships with clients by developing trust and exhibiting credibility. Independent and Team Player: Enjoy collaborating with colleagues, clients, and customers, as well as completing tasks independently. Eager to motivate and inspire others to deliver their best. Organized and Motivated: Skilled in maintaining order. Able to seamlessly multi-task long and short- term priorities to generate desired results.

Served in the military for 10 years. Received a Congressional appointment to 2LT PROFESSIONAL EXPERIENCE

Progress Residential April 2023 – Present

Customer Service Representative

• Set appointments for residents that needed repairs in their homes

• Conferred with Service Managers for immediate appointments

• Documented record to reflect what had been done on this account Blue Cross Blue Shield Sep 2021 — April 2023

Customer Service Representative

Researched benefits for providers and discussed coverage with customers; provided benefits scope and breakdown of annual plans

Spoke with customers submitting appeals; updated claims records with health information, provider information, and copies of correspondence Filed and submitted payments for claims department and updated customers on account status United Health Care Nov 2018- March 2020

Senior Retention Specialist

• Identified key issues through communications with customers and developed solutions that resulted in maintenance of customer’s account

• Educated customers on benefits and services and provided additional information on benefits based on individuals needs

• Reviewed customer feedback notes and developed customer service strategies that improved outcome

Pearl Interactive Jan 2021 – Aug 2021

Customer Service Representative

Provided testing and location information to citizens requesting COVIDI 9 vaccine Coordinated transportation for persons needed accommodations to travel for vaccines Maintained records of callers and services provided TTEC Aug 2020– Jan 2021

Senior Business Representative

Contacted 10+ large healthcare companies to develop strategies for navigating customer service techniques

Answered questions regarding merging to large healthcare organization; met with managers to develop reorganization

Responded to phone and email correspondence and provided creative solutions to close gaps in information dissemination

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