Customer Service Specialist with HIPAA Focus
Resume:
Jasmine Brooks
Dallas, TX *****
*******.*******@*****.***
PROFILE
Dynamic Customer Service Representative with 5+ years' experience in enhancing customer satisfaction through effective communication and conflict resolution. Achieved 100% HIPAA compliance while efficiently managing inquiries and escalating issues when necessary. Proven ability to streamline processes, resulting in improved service delivery and reduced handling times. Committed to fostering teamwork and ensuring data integrity, driving exceptional customer experiences in fast-paced environments.
SKILLS
Enhanced customer satisfaction by addressing inquiries promptly and resolving issues effectively.
Performed rigorous validation and verification to maintain operational accuracy and reliability.
Reviewed and revised HIPAA compliance measures to align with current regulations.
Supported operational efficiency by assisting with 25 to 50 daily calls to enhance customer service.
EMPLOYMENT HISTORY
April 2023 - February 2025
Automated Benefit Services - Dallas, TX
Customer Service Representative
Assisted members and providers with inquiries regarding existing accounts. Supported implementation of HIPAA compliance protocols. Responded to service-related questions and escalated issues when necessary. Utilized various computer applications effectively during calls. Improved customer satisfaction through conflict resolution techniques.
Enhanced customer satisfaction ratings by promptly addressing and resolving issues.
Ensured strict adherence to HIPAA procedures to safeguard patient confidentiality.
Optimized call handling processes to enhance operational efficiency.
Managed 25-50 calls daily
September 2022 - February 2023
Resolution Specialist II - Detroit, MI
Resolution Specialist II
Facilitate resolution of member issues, including pricing discrepancies and Club complaints. Collaborate with team to ensure member satisfaction and seamless service delivery. Utilize problem-solving skills to address concerns effectively.
Resolved member pricing issues, ensuring accurate adjustments.
Addressed Club complaints, enhancing overall member experience.
Collaborated with cross-functional teams to streamline issue resolution.
September 2021 - April 2022
Data Processing Associate - Arkansas City, AR
Data Processing Associate
Input client and patient data into Invitae's system. Verify data accuracy and identify missing information per Standard Operating Procedures. Collaborate with client services and data processing teams to resolve discrepancies. Uphold quality standards, assist with quality control and assurance activities. Support ad-hoc projects as directed by team leader.
Ensured data integrity through rigorous accuracy checks.
Facilitated effective communication across teams for case resolution.
Contributed to quality assurance activities, enhancing overall data accuracy.
Participated in ad-hoc projects, supporting team objectives.
November 2020 - September 2021
Ally Financial - San Francisco, CA
Consumer Service Representative
Facilitate collections processes and resolve consumer debt issues. Communicate effectively to address client concerns and negotiate payment solutions. Ensure compliance with relevant regulations in debt collection practices.
Drove debt resolution strategies, improving recovery rates by 15%.
Streamlined communication processes, enhancing customer satisfaction scores.
Championed compliance initiatives, reducing violations by 20%.
September 2018 - October 2020
Anthem, Inc. - Lewisville, TX
Consumer Service Associate
Manage customer inquiries for existing accounts. Implement and uphold HIPAA compliance thoroughly. Address service-related questions and escalate issues as needed. Navigate diverse computer applications efficiently during calls. Enhance customer satisfaction through effective conflict resolution and issue management.
Resolved customer conflicts, increasing satisfaction ratings by 20%.
Streamlined account management processes, reducing call handling time by 15%.
Trained new associates on HIPAA procedures and service protocols.
EDUCATION
Expected in 2030
Troy University Troy, AL
Bachelor's Journalism
Central High School Phenix City, AL
High school or equivalent Advanced Technical Diploma
Contact this candidate