Service Customer
Resume:
Jessica Morphey
Bradley, IL 60915
****.****@***.***
Jessica Morphey/LinkedIn
PROFESSIONAL PROFILE
Detail-oriented Service Coordinator seeking career advancement to showcase my vast knowledge of coaching, training, and leadership.
TECHNICAL EXPERTISE
Microsoft Office Suite
Trending and Training Development
Virtual Presentations
Visual Basics
EDUCATION
Diploma / Business
Momence High School
1995-1997
Kankakee High School
1996
Paramedic Certification
Kankakee Community College
1998-2000
WORK EXPERIENCE
Service Coordinator / Customer Service Analyst
Cigna, Bourbonnais, IL 2009 – 2020
Duties: Responsible to handle client, customer, and sales inquiries to resolve in 24-48 hours. Facilitated client meetings and backed up my aligned Client Service Executive and team.
Supported National accounts
Research, analyze and track customer call/claim inquiries brought to Service Executive from employers, brokers, and sales.
Trained on site service coordinators as needed
Pull claim reports and analyze data, impacts and trends
Navigate multiple Cigna systems including client self-service portals, claim systems, and tracking systems
Strong verbal/written communication and organizational skills to effectively communicate and interact with all levels and functions within the organization.
Educate customer on administrative procedures
Service Coordinator / Customer Service Analyst
Cigna, Bourbonnais, IL 2008 –2009
Duties: Responsible to take escalated customer and client calls that could not be handled in the customer service call center. Handled executive complaints/inquiries and replied in a professional manner. Also handled projects as a project manager to develop and expand operational efficiency.
Team lead, chosen to take calls that escalated beyond the supervisor level to prevent escalation to our executive office complain department
Strong verbal/written communication and organizational skills.
Lead communications to all service centers on important/trending subjects
Care Customer Service Analyst / Customer Service Analyst
Cigna, Bourbonnais, IL 2005 –2007
Duties: Responsible to handle client, customer, and sales inquiries to resolve in 48-72 hours. Responsible to take escalated customer and client calls that could not be handled in the customer service call center.
Supports National/Regional accounts
Research, analyze and track customer call/claim inquiries brought to Service Executive from employers, brokers, and sales.
Navigate multiple Cigna systems including client self-service portals, claim systems, and tracking systems
Strong verbal/written communication and organizational skills
KEY SKILLS
Detail Oriented Communication
Training and Coaching
Project Assistance
Problem Solving/Analytical Thinking
Process Improvements
Phone and Claim Analyst
Cigna, Bourbonnais, IL 2001 –2004
Duties: Evaluate incoming claims to ensure processing was per the plan benefits. Customer Service incoming calls/inquiries from provider and customers.
Maintain all quality standards for both claim and customer service
Worked with customer/provider directly
Provided claim and benefit detail while taking calls from customer, provider and clients.
Ensured claims were processed per all standard protocols/benefit plans
Claim Analyst
Cigna, Bourbonnais, IL 2000 –2001
Duties: Evaluate incoming claims to ensure processing was per the plan benefits.
Ensured claims were processed per all standard protocols/benefit plans
Maintain quality standards/metrics
Responsible for correcting any errors that may have occurred on claims during the processing.
ACHIEVEMENTS
Training
Coach peers
Mentor peers and direct reports
Assisted in classroom training and SME’ing
Leadership
Quality Improvement Program
Client Centricity
Process Improvement initiatives for client services
Provider real-time feedback to educate
Volunteer Work
Girl Scout Leader
American Cancer Society
United Way
March of Dimes
Support
Track and trend quality
Team Support on client inquiries
Contact this candidate