On Line Support Agent

JaCara Lavine-Price

*** * ******* #*** ****, AZ 85201 ********@*****.*** 602-***-****

Skills

•Ability to diffuse an escalated caller with patience and sensibility

•Over 5 years customer service in call center environments

•Strong problem-solving skills

•Ability to work independently while maintaining goals

•Proficient with MS Office Suite

•Ability to promote teamwork and trust while motivating CSRs to reach peak performance

•Strong sense of urgency and ability to meet and exceed deadlines.

Experience

USAA (Phoenix, AZ) 10/21 to 05/22

Property and Casualty Adjuster

•Identifies and handles existing and emerging risks that stem from business activities and the job role.

•Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled.

•Follows written risk and compliance policies and procedures for business activities.

•Facilitates the Property & Casualty (P&C) member experience by answering inbound phone calls, emails, and/or other contacts from members.

•Applies developing knowledge of personal lines insurance to assist members with foundational to moderately complex quotes, binding new business, rating, policy, billing, payment, underwriting, contract and coverage provisions, and premium changes for insurance products and services. Responsible for the respective trailing documents for all states.

•Identifies, assesses and understands member needs and consistently provides complete and accurate advice and solutions, including products and services. Provides thorough issue diagnosis while minimizing transfers, escalations and call backs.

•Uses the tools and resources available to support members with some assistance.

•Effectively operates in a contact center environment and navigate multiple systems/programs while maintaining an engaging member interaction that occurs across multiple channels.

Kemper (Phoenix. AZ) 06/19 to 10/21

Express Adjuster

•Responsible for the investigation, valuation, establishment of exposure and settlement of assigned claims within a stipulated monetary authority.

•Ensures that all assigned claims are concluded promptly, equitably and economically within the provisions of the policy contract and in accordance with the damages presented.

•Take statements from insureds, claimants and witnesses to investigate losses.

•Timely and accurate reserve settings of exposures.

•Deliver the Best in Class Customer Service experience to all internal, external, current and prospective Kemper customers.

Matrix Absence Management (Phoenix. AZ) 08/18 to 01/19

Contact Center Specialist I

•Answer inbound calls from clients and claimants across the country.

• Provide seamless customer care while resolving time sensitive client inquiries.

• Answer general leave of absence and disability claim process questions.

• Gather information to determine which type of claim to file.

• Accurately file and document client/claimant specific information into the eFiling System and other systems as applicable.

•Adhere to all department standards.

• Respond to client and claimant inquiries in a timely and efficient manner.

Ciox Health via Aerotek (Phoenix, AZ) 05/18 to 08/18

EMR Coordinator (Intake)

•Generates and organizes report detailing daily test upload requirements; provides guidance to EMR Support agent to complete all daily test uploads with Field Technicians.

•Contacts provider offices to begin coordinating the Remote EMR retrieval; makes suggestions and finalizes method of retrieval based on technical capabilities of provider office.

• Coordinates information exchange between Ciox and provider office for all requirements related to Remote EMR retrieval.

•Collaborates with internal Ciox functions to ensure proper scheduling of retrival.

•Assists EMR Processors with any technical issues related to Remote EMR retrievals; communicates with provider office/provider IT to resolve issues.

General Dynamics (Phoenix, AZ) 10/17 to 2/18

Customer Service Representative (seasonal)

•Receive inbound calls and provide knowledgeable responses to telephone inquiries with basic general and claims specific information

• Assists caller with filling out online application and submitting it electronically to plan provider for processing

• Exercises judgments to know when to escalate issues to Tier II Representatives

•. Completes basic call log related to phone inquiries

• Maintains up-to-date knowledge of CMS regulations

• Performs other duties as assigned

APEX Solutions (Phoenix, AZ) 04/17 to 06/17

Customer Service Analyst (contract)

•Receive inbound calls from Advisors & clients who have service related issues

•Create a strong working relationship with Advisors & their assistants

• Educates Advisors where to find on-line information

•Process incoming on line requests from Advisors & resolve requests in a timely manner

•Log transactions into CRM system for inbound calls

• Exercise judgments to know when to escalate issues to supervisor or manager

•Ability to communicate with other business units within the company to resolve concerns

•Strong interaction with clearing firm & external vendors on routine brokerage account platform questions

LOGISTICARE (Phoenix, AZ) 03/12- 12/16

Lead Customer Service Representative

•Oversaw functions of Customer Service Representatives (CSR's)

•Established and maintained good working relationships with providers, clients, co-workers, and regional office personnel

• Complied with LogistiCare rules and procedures

• Completed agent reports and reported stats to Call Center management

•5 Assisted Call Center management in performing 90 day and annual evaluations of CSRs

•Coordinated work schedules, vacation and leave requests of CSRs

Maintained daily and/or weekly report to Call Center management of all staff, provider and facility issues

•Monitored call stats, CSR aux work and call waiting times and maintained accurate call stat reporting to Call Center management weekly

•Travel Coordination

Certifications and Licenses

Peer Support Specialist

April 2022 to Present

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