Customer Service Representative

JACQUELYN OLDS

817-***-**** *******@*****.*** linkedin.com/in/jolds6460/

Professional Summary

Analytical-driven professional with expertise in data verification, compliance, and strategic problem-solving. Adept at identifying patterns, interpreting complex data, and ensuring accuracy to maintain regulatory standards. Skilled communicator who translates insights into actionable strategies, collaborates with stakeholders, and resolves challenges efficiently. Highly organized, leveraging technical proficiency to optimize workflows and drive operational success.

PROFESSIONAL EXPERIENCE

UnitedHealth Group October 2022 – May 2025

Sr. Capability Analyst / Product Owner

Translate customer requests, vision, and needs into actionable work by creating and managing product backlog items such as features and user stories.

• Apply business acumen and analytical expertise to support multiple business segments.

• Partner with stakeholders and the development team to ensure that the product backlog contains all the necessary features and requirements needed to meet customer needs.

• Collaborate with the Development Team to refine and clarify requirements.

• Successfully deliver multiple high-impact features, improving customer satisfaction utilizing Agile Methodologies.

• Act as a liaison between stakeholders and the development team to ensure alignment on project goals. City of Fort Worth Development Services November 2021 - April 2022 Sr. Customer Service Representative

Processed request for Residential New, Remodel and Addition Permits and submit for Plan Review.

• Reviewed permit applications for completeness, verifying all requested documentation, payments and Contractor information is provided.

• Verified contractor information to ensure contractors were licensed, registered, certified, and/or insured.

• Searched database for previous Certificates of Occupancy and Change of Use applications for Commercial Buildings.

• Ensured plans meet City of Fort Worth Adopted Codes.

• Scheduled inspections.

Koniag Government Services (USDA) January 2021 - October 2021 Junior Customer Service Representative

Maintained a positive, empathetic, and professional attitude toward customers.

• Responded promptly to customer inquiries.

• Communicated with customers through various channels.

• Kept records of customer interactions, transactions, comments, and complaints. HealthMarkets Insurance Agency Inc/UnitedHealth Group Broker Services Sr. July 2018 - July 2020 Representative II / Team Lead / Issue Resolution Specialist

• Managed administrative aspect of commission payments such as routine tracking, reporting, and troubleshooting issues relative to disputed payments.

• Analyze data to manage and resolve open tickets from customer service, field support, and other internal partners. This requires research, critical thinking, and communication with internal and external contacts via email and phone within the specified time frame.

• Provide tech support such as resetting passwords, troubleshooting, and remoting in, to internal and external partners.

• Act as Team Lead providing instruction and guidance to Field Support Team.

• Produce and update new hire training manual.

• Export data from multiple sources to create weekly reports.

• Submit Agent of Record changes via Salesforce.

• Act as internal liaison and customer service resource for external producers relative to enrollment and policy questions, system issues and coordination of materials fulfilment.

• Work with Brokerage Agents and internal Departments to resolve and/or procure information and shared resources.

• Provide sales and administrative services to non-employee sales producers such as broker agents, field marketing and independent contract agents via phone and email support.

• Promoted to Broker Services Sr. Representative with increased responsibilities Small Business Administration October 2017 - July 2018 Program Support Assistant

Process a large volume of incoming documents effectively and efficiently.

• Perform Electronic Data Review of all incoming documents to verify all requested documents have been provided, completed, and uploaded correctly.

• Scheduling loan closing appointments via the automated appointment schedule. Perform a variety of administrative support functions including data input, reviewing correspondence or reports for correct grammar and format, mail services, scanning and uploading documents maintaining databases and responding to requests for information.

• Prepare and / or ensure all documents are prepared accurately.

• Assist other staff in reviewing and entering home, business, and economic injury loan application information into electronic loan processing system; ensuring all files are logged appropriately within DCMS.

• Assist other staff in identifying file input errors and accomplishing corrections.

• Sorts and proofreads/checks mailing address labels and applications; assembles loan application packets, letters, and documents.

Wells Fargo March 2017 - October 2017

Research / Remediation Representative II

Take escalated calls from the public and other lines of business, consumers Attorneys, Consumer Financial Protection Bureau, BBB including written intake and Analyst.

• Resolve issue on initial contact by researching the issue and/or communicating with internal departments. If unable to resolve, create case for complainants and delegate to Specialist.

• Acknowledge complaint and document relevant issue information and complaint source in system of record.

• Review Service Level Agreement reports daily to ensure cases are being delegated and all case complaint fields are being completed. Assist with projects as assigned.

• Communicate with Specialist, other departments and Managers on cases that need further clarification or research. Submit workflow and email requests for follow up and/or information to business partners. EDUCATION

Coursework in Business

Tarrant County College

Coursework in Business

Capella University

CERTIFICATIONS

SAFe POPM

Notary Public

TECHNICAL SKILLS

Microsoft Excel, Word, Outlook, PowerPoint Salesforce Jotform Rally Aha Jira OnBase Bomgar

Contact this candidate