Customer Service Call Center
Resume:
Jewel Jenkins
**** ***** ******, *** ** Florence, SC 29501 843-***-**** **********@*****.***
PROFESSIONAL PROFILE
Client-centered professional with leadership, healthcare industry, call center, and customer service experience. Able to assess, help plan, and advocate for options and services. Communicate effectively to meet individual needs and coordinate available resources. Capable of providing support to organizations that offer services for vulnerable populations.
Academic Honors Recognition / Honor Roll.
Effective problem solver, able to assess situations and identify solutions.
Attention to detail needed to maintain high levels of accuracy.
Work well in team-based environments with emphasis on quality, performance, and accountability.
Communication Platforms – Zoom, Google Meet, and MS Teams.
Microsoft Office Applications – Word, Excel, and PowerPoint Type 50 WPM.
KEY QUALIFICATIONS
Advocacy Counseling Case Management Social Services Healthcare Delivery Vulnerable Populations
Crisis Intervention Crisis Response Intervention Strategies Behavioral Health Intervention Evaluation Methods Community Resources Public and Community Health Systems Program Planning Interview Techniques
Delivery of Services Program Management Social Programs
Family Dynamics Diversity Cultural Diversity Human Behavior Social Welfare, Values, and Ethics
Medical Terminology HIPAA Compliance Interpersonal Professional Communications
Allied Healthcare Health and Human Services Anatomy & Physiology Pathophysiology Wellness Self-Care
EDUCATION
Ultimate Medical Academy Associate of Science Degree – Health and Human Services 2025
Ultimate Medical Academy – Tampa, FL 11/2023 – 06/2025
Full Time Student: Health and Human Services
Introduced to the following concepts:
Assisting, supporting, and advocating for vulnerable populations in various healthcare settings.
Obtaining resources and referrals for public and private services.
Critical thinking and communication skills to resolve community needs.
Intervention strategies, wellness, and self-care.
HIPAA guidelines related to privacy and security of private and sensitive information.
Program emphasized ethics, communication, and problem resolution skills.
HEALTHCARE INDUSTRY EXPERIENCE
UnitedHealth Group – Eden Praire, MN 09/2020 – 07/2023
Service Center Representative / Customer Service
Supported clients and providers by way of inbound emails and telephone calls and delivered excellent customer service.
Assisted clients with providers and providers with issues with app and other system issues.
Escalated repeated issues and customer service complaints.
AbleTo – Tampa, FL 02/2022 – 09/2022
Engagement Specialist / Customer Service
Scheduled therapy appointments following protocols, entered demographic information, and maintained scheduling system to ensure records were accurate and complete.
Communicated with staff regarding patient concerns and provided quality customer service.
Showed empathy and compassion to clients and met production goals.
Followed HIPAA guidelines to ensure confidentiality of private information.
Alorica – Irvine, CA 07/2021 – 12/2021
Benefits Advisor / Customer Service – Contract
Assisted retirees with enrolling in the Medigap, pop, MAPD, and school plans.
Explained Medicare policies and procedures to clients.
Exhibited commitment to supporting individuals through effective communication and with empathy.
Bloom Insurance Agency – Bloomington, IN 11/2020 – 07/2021
Licensed Health Plan Advisor / Customer Service
Enrolled qualified customers in a Medicare Advantage plan and provided excellent customer service.
Assisted various projects which helped me learn more about positions and products
Created and presented MS PowerPoint presentations to my team.
Concentrix – Florence, NC 09/2019 – 02/2020
Technical Advisor / Customer Service – Remote Call Center
Assisted customers with issues with their devices, phones, iPad, and explained how to navigate equipment.
Reordered equipment, processed replacements, and set up warranties.
Solved problems and technical issues in a timely manner and resolved by escalation if necessary.
Maintained confidentiality of private information.
McLeod Health—Florence, SC 08/2016 – 09/2019
Unit Secretary
Served as initial point of contact, greeted patients, and maintained a warm and welcoming atmosphere.
Answered inbound phone calls, scheduled appointments, gathered necessary documents, and collected payments.
Entered patient demographic information into computer and verified insurance coverage.
Ensured strict adherence to security and confidentiality guidelines as outlined in HIPAA.
ADDITIONAL EXPERIENCE
CarMax – Charlotte, NC Key Holder / Business Office Administrator 07/2003 – 06/2006
Blue Cross Blue Sheild – Florence, SC Claims Associate III / Customer Service 11/1996 – 07/2002
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