Data Entry & Administrative Customer Support

JOHANNE RENE

Gloversville, NY ***** +1-518-***-**** ***********@*****.***

PROFESSIONAL SUMMARY

Compassionate, detail-oriented, and results-driven Customer Service Professional with over 10 years of experience delivering high-touch client support, complex issue resolution, and administrative excellence within highly regulated insurance and financial environments. Proven track record of managing high-volume inquiries, de-escalating sensitive client situations, and translating intricate guidelines into clear, reassuring solutions. Exceptional active listener committed to patient advocacy, strict data confidentiality, and driving operational excellence through modern CRM and ticketing systems. Bilingual in English, French, and Creole

(expert at supporting diverse populations).

CORE COMPETENCIES

Client Advocacy & Care: High-Volume Case Management, Conflict Resolution, Active Listening, Empathy, Customer Satisfaction & Retention.

Operational & Policy Expertise: Complex Claims & Billing Management, Policy & Product Knowledge, Strict Regulatory Compliance, Data Privacy/HIPAA Mindset. Technical & Administrative Systems: CRM Systems Proficiency, Ticketing Systems (Zendesk, Jira), Microsoft Office / Google Workspace, Accurate Data Entry & Records Management. PROFESSIONAL EXPERIENCE

Customer Service Representative

Pearl Insurance June 2021 – Present Albany, NY Manage a high volume of complex incoming calls and digital correspondence, consistently exceeding strict performance metrics for response times, accuracy, and first-contact resolution. Serve as an organizational Subject Matter Expert (SME), utilizing deep product and policy knowledge to guide clients, providers, and internal agents through intricate guidelines. Investigate and resolve escalated customer complaints by identifying the root cause of systemic issues, implementing timely solutions, and restoring client trust. Process specialized policy adjustments, document customer files with absolute precision, and coordinate with insurance partners to ensure strict regulatory compliance. EDUCATION & CREDENTIALS

Bachelor of Science in Accounting Science

INAGHEI Oct 2009 – Jan 2015

Professional Licenses & Certifications

• Health Insurance License

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• Associate in General Insurance

(AINS)

• Property & Casualty (P&C)

License

• Licensed Insurance Producer • Life Insurance License Languages

• English (Fluent) • French (Fluent) • Creole (Fluent)

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