Customer Service Financial Services

JESSICA MASON-WILSON

Memphis, ***** TN 901-***-**** **************@*****.*** LinkedIn Profile SUMMARY

Versatile and results-driven professional with a strong foundation in customer service, healthcare administration, and financial services. A proven leader recognized for signing 536+ cases in under two years, earning Employee of the Year, and driving process improvements that enhance efficiency and client satisfaction. Adept at training and mentoring teams, optimizing workflows, and leveraging cutting-edge software, including EMR systems, insurance claims platforms, and financial service tools. Known for delivering calm, solutions-focused service while maintaining confidentiality, and building strong client relationships across diverse industries. Seeking a role in training, banking, or customer service leadership, where expertise in process optimization, strategic problem-solving, and team development can fuel long-term success. SKILLS

• Customer Service Excellence – Delivering high-

quality service, resolving issues efficiently, and ensuring customer satisfaction.

• Call Center Operations – Handling high-volume

inbound/outbound calls, managing inquiries, and

troubleshooting concerns.

• Banking & Financial Services – Processing

transactions, verifying accounts, handling payments, and maintaining compliance.

• Training & Development – Designing training

programs, onboarding new hires, and coaching

employees for success.

• Leadership & Team Collaboration – Leading by

example, mentoring staff, and fostering a positive, productive work culture.

• Conflict Resolution & De-escalation – Managing

disputes professionally, finding solutions, and

maintaining customer trust.

• Sales & Upselling – Identifying customer needs,

promoting relevant products/services, and exceeding sales targets.

• Insurance & Claims Processing – Verifying coverage, handling disputes, and ensuring accurate claim

submissions.

• Electronic Medical Records (EMR) & Software

Proficiency – Working with systems like Epic, Next Bar, and eClinical for patient management.

• Financial Transactions & Payment Processing –

Handling cash, credit, and loan payments while

ensuring accuracy and security.

• Problem-Solving & Critical Thinking – Quickly

assessing situations, making informed decisions, and implementing effective solutions.

• Administrative & Clerical Support – Scheduling

appointments, managing correspondence, and

ensuring smooth office operations.

• Community Engagement & Relationship Building –

Connecting with diverse populations, providing

resources, and fostering inclusivity.

• Time Management & Multitasking – Prioritizing

tasks, meeting deadlines, and balancing multiple

responsibilities efficiently.

EXPERIENCE

Intake Specialist Promoted to Intake Manager 05/2023 to Current The Reaves Law Firm Memphis, TN

• Optimized client intake processes by screening and evaluating 100+ prospective clients weekly, ensuring alignment with firm expertise and case viability.

• Increased client conversion rates by 30% through a structured qualification process, effectively identifying high- potential cases and scheduling consultations with attorneys.

• Enhanced operational efficiency by streamlining paperwork processing, reducing intake time by 25%, and improving new client onboarding procedures.

• Strengthened client engagement and responsiveness by fielding follow-ups, providing case updates, and ensuring 24/7 availability, leading to a 20% boost in client satisfaction scores. Medical Office Assistant 11/2021 to 05/2023

Methodist Medical Group Olive Branch, MS

• Streamlined front desk operations by efficiently greeting and checking in 50+ patients daily, ensuring seamless appointment scheduling and reducing wait times by 20%.

• Optimized billing accuracy by verifying insurance details, reconciling balances, and collecting co-payments, contributing to a 15% reduction in billing discrepancies.

• Enhanced patient experience by proactively calling and screening patients before appointments, improving patient preparedness and reducing no-show rates by 25%.

• Increased administrative efficiency by maintaining precise medical records, scanning and indexing electronic files, and ensuring 100% compliance with HIPAA and documentation protocols. Customer Service Coordinator 08/2020 to 11/2021

Baptist Medical Group Memphis, TN

• Managed high-volume patient interactions, handling 50+ inbound calls daily to address prescription refills, insurance verification, and appointment scheduling, improving service efficiency by 30%.

• Optimized insurance and billing processes by accurately verifying coverage, processing Medicare, Medicaid, and Tricare claims, and assigning ICD-9, ICD-10, and CPT codes, reducing claim rejections.

• Enhanced patient data accuracy by updating demographic information, processing payments, and ensuring seamless communication between physician offices and pharmacies, increasing administrative accuracy by 25%.

• Streamlined patient intake procedures by conducting daily COVID-19 screenings, registering patients in Epic EMR, and expediting check-in/out processes, reducing wait times by 15%. Medical Administrative Assistant / Medical Receptionist 12/2016 to 08/2020 Methodist Le Bonheur Healthcare Memphis, TN

• Enhanced front desk efficiency by greeting and scheduling 50+ patients daily, managing inbound calls, and streamlining appointment workflows, reducing patient wait times by 20%.

• Improved documentation accuracy by maintaining and updating electronic medical records, scanning records, and ensuring proper patient-counselor matching, increasing record-keeping efficiency by 30%.

• Optimized administrative processes by processing billing for building contracts, creating and editing documents, and managing correspondence, leading to 15% faster contract approvals.

• Strengthened operational support by documenting physician meeting minutes, providing peer review coaching, and managing office equipment, contributing to a 25% improvement in team collaboration and compliance. Personal Banker / Customer Service Representative - Call Center 02/2016 to 05/2016 Regions Financial Corporation Cordova, TN

• Resolved 50+ daily customer inquiries by answering inbound calls, addressing account concerns, and documenting interactions, improving first-call resolution rates by 25%.

• Increased revenue generation by successfully upselling credit products and financial services, contributing to a 15% boost in product adoption and customer engagement.

• Enhanced fraud prevention and dispute resolution by processing overdraft claims, adjusting bills, and safeguarding confidential customer data, reducing unauthorized transaction disputes by 20%. Customer Service Representative 06/2015 to 02/2016 Check Into Cash Memphis, TN

• Processed and managed over 50 loan applications weekly, including title and payday loans, while efficiently collecting and posting payments, reducing processing errors by 20%.

• Increased sales revenue by 15% through strategic upselling of financial products, educating customers on best credit practices, enhancing financial literacy, and customer retention.

• Improved operational efficiency by reorganizing the filing system, updating demographic records, and handling high call volumes for collections and customer inquiries, boosting data accuracy. Auditor 07/2013 to 03/2015

Technicolor Distribution Memphis, TN

• Conducted detailed audits of over 500 products daily, ensuring quality control, accurate labeling, and inventory compliance, reducing discrepancies by 25%.

• Optimized warehouse efficiency by implementing improved pallet organization and labeling procedures, increasing order fulfillment accuracy

• Streamlined logistics operations by coordinating with drivers, tracking shipments via handheld scanners, and maintaining precise inventory records, enhancing on-time deliveries by 15%. Lead Generator / Customer Service Representative - Call Center 07/2011 to 07/2013 Direct Buy Home Improvement Store Memphis, TN

• Increased membership sign-ups by 30% by conducting high-volume outbound calls, educating potential clients on products and services, and effectively addressing inquiries.

• Enhanced customer satisfaction by providing timely and accurate responses, ensuring seamless membership enrollment, and resolving concerns, leading to a 20% improvement in client retention.

• Maintained 100% data accuracy by documenting customer interactions, preparing detailed reports, and streamlining workflow processes for improved operational efficiency. EDUCATION AND PROFESSIONAL DEVELOPMENT

• Ultimate Medical Academy, Associate of Science Degree - Healthcare Management, 05/21

• High-Tech Institute, Medical Billing and Coding Program, 05/10

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