Remote Client Service Associate Candidate, Medical and Financial

Janna Zehren, Client Support Specialist

Cache, US, +1-580-***-****, ***********@*****.***, LinkedIn

SUMMARY Highly motivated Client Support Specialist eager to leverage extensive experience in client-facing roles to excel at Casepoint LLC. Demonstrated success in resolving 95% of complex customer issues and maintaining 100% timely updates, consistently exceeding service level agreements with a 90% resolution rate on Salesforce tickets. Passionate about providing exceptional phone support, accurately assessing needs, and ensuring client satisfaction. Ready to bring a proactive and organized approach to support customers through professional phone-based service.

WORK EXPERIENCE

Account Service Representative I

Se2 (Zinnia)

10/2022 – 06/2025 Remote

Delivered personalized phone support to clients, advisors, brokerages, carriers, and sales representatives to ensure effective communication across all channels.

Assessed and managed the disclosure of sensitive information in strict compliance with company policies.

Executed thorough research and analysis for complex inquiries, efficiently resolving 95% of issues.

Conveyed critical information to relevant parties via phone and email, guaranteeing 100% timely updates. Facilitated the completion of complex documentation for agents and clients to alleviate client stress. Administered incoming Zendesk tickets, achieving a 90% resolution rate within defined service level agreements.

Customer Service Representative (CSR)

Sykes Work from Home

06/2021 – 07/2022 Remote

Managed the Capital One contract, consistently attaining a 98% customer satisfaction rate.

Provided professional and empathetic assistance to customers, effectively resolving over 100 inquiries daily.

Addressed diverse customer inquiries accurately and in a timely manner. Processed claim inquiries with efficiency, ensuring prompt resolutions. Leveraged live chat support to manage customer inquiries, successfully reducing response time by 20%.

Customer Service Representative ESW2

J and M Management Services

10/2018 – 05/2021 Lawton/Remote

Updated internal systems and verified the accuracy of private and government documents, ensuring 100% correctness in account associations.

Conducted outbound calls to resolve data matching discrepancies, achieving a 15% reduction in inconsistencies.

Processed applications for the Affordable Healthcare Act, evaluating and escalating accounts as necessary to streamline resolution processes. Managed multiple computer systems concurrently to optimize work efficiency.

Crafted comprehensive documentation for recurring issues, enhancing team troubleshooting efforts by 15%.

Resolution Specialist II

Serco

12/2017 – 05/2018 Lawton

Validated data integrity on over 300 documents weekly, enhancing accuracy by 20%.

Secured necessary documents and approvals from various agencies to support compliance measures.

Processed Affordable Healthcare Act applications efficiently, guaranteeing timely service delivery. On a team developing policy for written applications. Trained other teams on those new policies.

Communicated with consumers to resolve discrepancies, leading to improved application accuracy.

Assistant Instructor/Cook

Treasure Lake Job Corp

03/2013 – 05/2015 Indiahoma, OK

Provided individualized math tutoring, contributing to a 15% improvement in student performance.

Kitchen Manager/Cook

Tincher Child Development Center

02/2006 – 03/2013 Ft. Sill, OK

Store Manager

Subway Restaurant

02/2003 – 02/2006 Cache

Shift Manager

McDonalds

03/2000 – 01/2002 Lawton

EDUCATION

Emily Griffith Technical College

GED

1994 – 1994 Denver, CO

SKILLS Escalations Ticketing Systems

Chat Support Email Management

Jira Troubleshooting

Documentation Customer Support

Technical Documentation Process Improvement

Client Management Client Support

Remote Work Skills Information Verification

Developing Policy Written and Oral communication

Independent work Team Work

Training others

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