Stephanie Jimenez

480-***-**** adtvhz@r.postjobfree.com

Objective

Current professional seeking expansion and advancement opportunities where I am able to showcase and further develop my result driven qualities.

Experience

6/2020-Present

Care Advocate/Member Services

Oscar Insurance

Assisted members with health benefits, claim inquiries, payment and scheduling. Would go over plan details and options during open enrollment. Assisted with submitting grievances and appeals when needed, went over plan coverage,deductibles, co-pays etc. as they applied to patients procedures. Discussed claim payments, approvals and denials. Forwarded members resources and confirmed or provided in network provider options. 5/2017 – 6/2020

Customer Service

Senior Admin Specialist/ Customer Advocacy Specialist SilverRock/Drivetime/Carvana

I Began my career in the customer service department where I would take incoming calls to assist customers with initiating a warranty claim for mechanical failures on their vehicles purchased through Carvana or Drivetime. Would empathize and thoroughly educate on the process as well as their contract terms and coverage. Would also advise of next steps and/or claim approvals or denials. Transitioned to the Text team where we would provide the same level of service via text; commonly maneuvering through 5-10 text conversations. Would also assist as back- up for Customer service queue. I later was stretched to assist in Admin where I would coordinate tows, rentals, Ubers and glass damage claims. Continued my development by learning and completing cancellations, emailed customer requests and GAP claims. Was promoted to Senior Admin specialist where I began taking escalations to assist Customer Service, reporting, interviewing, as well as develop agents and provide coaching. Was then promoted to Customer Advocacy where we research customer complaints submitted both internally and externally. Would hold calibration meetings to provide feedback or submit for corrective action based on findings to appropriate business leaders. Documented trends and created and implemented process changes based on data and feedback of customers.

9/2013 – 5/2017

2

Claim Adjudicator/ Customer Service

Wageworks

Processed participant claims for reimbursement or audit their consumer-directed benefits, including pre-tax spending accounts. These included health and dependent care Flexible Spending accounts, Health Saving Accounts, Health Reimbursement Arrangements as well as Commuter Benefit Services. Was also cross trained in customer service and COBRA to educate the customers on these benefits as well as advise of any supporting documentation required.

6/2011 – 9/2013

Customer Service Representative

Clockwork Home Services

Responded to clients requesting service for plumbing, heating and air, and electrical repairs. Took inbound calls, scheduled and confirmed appointments, answered clients’ questions and concerns, utilized internal resources to schedule appointments accurately to align with individual stores preferences. Call quality and productivity was competitively scored based on accuracy and number of appointments scheduled and completed. Education

● Lake Stevens High School, Lake Stevens, WA

● High School Diploma

Communication

Worked with business leaders within SilverRock, Bridgecrest and Drivetime to provide agent feedback and complaints

Created and implemented process changes with SilverRock and Drivetime leadership to create visibility on rentals and spending

Created and presented new form requests to SilverRock leaders for glass damage claims. Worked with business partners such as Enterprise and Safelite to create smooth experiences for our customers References

[Available upon request.]

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