Customer Service Representative
Resume:
J M
Jana Malone
Professional Summary
Sales Professional with analytical problem solver with excellent talents for team interaction as well as customer service aptitude and relationship- building skills. Proficient in decision making skills and sound judgement. Work History
Progress Residential - Customer Service Representative 04/2023 - Current
Blue Cross Blue Shield - Customer Service Representative 09/2021 - 04/2023
Pearl Interactive - Customer Service Representative 01/2021 - 08/2021
TTEC - Senior Business Representative
08/2020 - 01/2021
● Set appointments for residents that needed repairs in their homes Conferred with Service Managers for immediate appointments throughout the United States
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Resolved escalated customer issues restoring confidence in company's excellence to top notch service
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● Documented record to reflect what had been done on this account Researched benefits for providers and discussed coverage with customers; provided benefits scope and breakdown of annual plans
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Spoke with customers submitting appeals; updated claims records with health information, provider information, and copies of correspondence
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Filed and submitted payments for claims department and updated customers on account status
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Provided testing and location information to citizens requesting COVIDI 9 vaccine
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Coordinated transportation for persons needing accommodations to travel to the vaccine sites
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Maintained detailed records of customer interactions this contributing to a comprehensive database
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***********@*****.***
Phoenix, AZ 85021
Skills
● Microsoft PowerPoint
● Prioritization
● Building relationships with physicians
● Follow-up skills
● Product and service solutions
● Brand representation
● Escalation management
● Multitasking Abilities
● Customer service excellence
● Information Gathering
Websites, Portfolios, Profiles
www.linkedin.com/in/jana-malone-
56582a151
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Education
Hospital/Clinical Administration and
Counseling
Master of Arts
05/1974
University of Iowa
United Health Care - Senior Retention Specialist
11/2018 - 03/2020
Sound Images - Senior Sales Consultant
Phoenix, AZ
07/2018 - 01/2019
United Medical Instruments - National Ultrasound Sales Consultant Phoenix, AZ
01/2007 - 01/2018
Contacted 10+ large healthcare companies to develop strategies for navigating customer service techniques
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Answered questions regarding merging to large healthcare organization; met with managers to develop reorganization
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Responded to phone and email correspondence and provided creative solutions to close gaps in information dissemination
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Identified key issues through communications with customers and developed solutions that resulted in maintenance of customer's account
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Educated customers on benefits and services and provided additional information on benefits based on individuals needs
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Reviewed customer feedback notes and developed customer service strategies that improved outcome
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Consulted with Physicians to understand what their ultrasound needs were
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Demonstrated through ROI's how them how much revenue they could expect from each scan
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Sold several different ultrasound systems to physicians ensuring that they had the correct system for their needs
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● Sold ultrasounds to many different Physicians by phone Exceeded performance metrics metrics earning recognition year after year as top performer of the team
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● Sold over 800,000 million dollars the year we carried used Sonosites Keyattributions
Strong communication skills. Proficient in developing strong relationships with clients by developing trust and exhibiting credibility., Enjoy collaborating with colleagues, clients, and customers, as well as completing tasks independently. Eager to motivate and inspire others to deliver their best., Skilled in maintaining order. Able to seamlessly multi- task long and short-term priorities to generate desired results., Served in the military for 10 years. Received a Congressional appointment to 2LT. Iowa City, IA
Bachelor of Arts: Social Work/Nursing
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