Customer-Focused Service & Claims Specialist

Jessica Jones

336-***-**** [*******************@*****.***]

Professional Summary

Dedicated and customer-focused professional with over 5 years of experience delivering high-quality service in call centers, financial institutions, and client support environments. Skilled in conflict resolution, claims assistance, account management, and digital banking support. Recognized for strong communication skills, attention to detail, and the ability to build positive relationships with customers while ensuring compliance and operational accuracy.

Core Skills

Customer Service & Support, Claims Processing & Documentation, Inbound / Outbound Call Handling, Payment Negotiation & Collections, Account Management & Digital Banking, Problem Solving & Conflict Resolution, Data Entry & Record Keeping, Compliance & Quality Assurance

Professional Experience

Customer Care Specialist SGS Consulting March 2025 – October 2025

Assisted policyholders with new and existing claims, verifying policy details and gathering incident information.

Provided claim numbers, explained next steps, and maintained regular communication with clients.

Made outbound calls to follow up on missing documents and verify claim updates.

Entered and organized claim details in system databases, ensuring accuracy and compliance.

Supported adjusters and specialists by routing claims appropriately and maintaining updated claim statuses.

Collections Associate PRA Group - Burlington, NC February 2024 – June 2024

Negotiated repayment plans that balanced debtor capability with creditor requirements.

Maintained detailed records of communications, payment arrangements, and account statuses.

Ensured compliance with the Fair Debt Collection Practices Act (FDCPA) and all regulatory standards.

Located and verified contact details for clients to resolve overdue accounts efficiently.

Delivered courteous, professional service to resolve disputes and improve collection outcomes.

Client Service Representative First Horizon Bank - Winston-Salem, NC May 2020 – January 2024

Provided exceptional customer service through digital and in-person channels.

Processed deposits, withdrawals, transfers, and other transactions with high accuracy.

Assisted customers with account setup, maintenance, and troubleshooting online banking tools.

Ensured compliance with banking security policies and customer privacy standards.

Educated customers on financial products and digital banking services, promoting customer engagement.

Identified opportunities for cross-selling and product recommendations to meet client needs.

Customer Service Representative Randstad - Winston-Salem, NC September 2018 – October 2022

Delivered professional support for customer account inquiries and billing issues.

Investigated account details to ensure customers were on the correct service plans.

Resolved escalated issues calmly and effectively, maintaining customer satisfaction.

Collaborated with team members to improve service quality and operational performance.

Customer Care Professional / Call Center Sales Verizon Wireless - Greensboro, NC August 2014 – March 2017

Handled high-volume inbound calls assisting customers with billing, plans, and account troubleshooting.

Achieved customer satisfaction goals by resolving issues promptly and empathetically.

Maintained detailed call records and promoted additional products based on customer needs.

Office Manager Flow Automotive Inc. - Winston-Salem, NC August 2015 – August 2016

Managed scheduling, accounting, and administrative operations for a busy office.

Streamlined processes to improve efficiency and accuracy in daily operations.

Handled multi-line phone systems and coordinated front-office communications.

Maintained databases and reports using Microsoft Excel and internal systems.

Caregiver Right at Home - Salem, NC September 2013 – August 2015

Provided daily living assistance, medication reminders, and companionship to clients.

Maintained detailed care records and built trust through reliable, compassionate service.

Education

Associate Degree in Medical Assisting - Living Arts Institute, Winston-Salem, NC (2014

Introduction to Corporate Finance- Columbia University, Online,April 2025

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