Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000,

Personable and dedicated Customer Service Representative with extensive experience in the Call Center and Accounting industry.

Team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Poised Customer Service Representative offering over 40 years of experience in the Private, Government, Banking and Health Care sector.

Dynamic professional with mentoring and coaching skills. Committed to finding effective solutions that will improve customer relationships. Hardworking and accustomed to fast-paced call center environments. Quickly and effectively understands, documents and resolves customer concerns, driving satisfaction while meeting demanding business objectives. Versatile collections professional focused on learning new strategies and scripts quickly to maximize performance. Seeking to apply 30 years' experience in call center to Collections Specialist position.

  • 35 WPM
  • Quality control
  • Data entry
  • Inbound phone call management
  • Call documentation skills
  • Call control skills
  • Providing customer support
  • Resolving issues
  • Communicating with clients
  • Professional telephone voice
  • Customer communications
  • Data gathering
  • Call controlling
  • Training and development
  • Smart Console Data Base
  • AMCOM Systems
  • Billing and collections best practices
  • Payment acceptance
08/2017 to Current Call Center Representative-Telecommunications Marshfield Clinic | Greenwood, WI,
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Answered, screened and processed high volume of calls daily by using call management system and web-based communications.
  • Resolved inquiries to consistently meet performance benchmarks, including speed, accuracy and volume.
  • Answered 300+ inbound calls per day and directed to individuals or departments.
  • Handled client inquiries with exceptional professionalism and enthusiasm.
  • Answers and directs all inquiries from patients, visitors, physicians and staff to appropriate locations using an online database and printed directories.
  • Answers incoming calls according to department guidelines.
  • Provides paging service
  • Provides clerical duties, organizes and maintains records.
  • Ensures customers receive exceptional service through consistent performance, answering, directing and paging according to the customers request.
08/2015 to 02/2016 Patient Care Coordinator General Dynamics | Goose Creek, SC,

Performed Credentialing under specific guide lines according to the law from EPIC programs. Gathered information for enrollment into serval medicine programs within the company.

  • Planned, integrated and maintained quality care systems and standards, which resulted in creating and improving medical protocols and guidelines.
  • Coordinated with pharmaceutical representatives and physicians to schedule presentations.
  • Communicated with patients to ensure quality of care and develop care plans.
  • Submitted various medication requests electronically.
  • Managed logistics for patient intake and implementation of appropriate courses of treatment.
  • Call Center Environment
05/2014 to 05/2015 Health Program Specialist Anthem Blue Cross And Blue Shield | City, STATE,

Navigated 6 to 8 reference web sites as while as EPIC to review members and providers information.

  • Performed in-depth investigations of related health topics and wrote timely reports.
  • Conducted outbound and inbound healthcare calls in a call center environment.
  • Verified eligibility and determined authorization for healthcare.
  • Assessed demographics for members and providers
03/2012 to 03/2013 Default Specialist/Collector I US Bank | City, STATE,
  • Received and submitted payments for fees and fines, accurately tracking amounts, issuing receipts and updating computer systems.
  • Researched cases and attained affidavits to support supervisors and case needs.
  • Drafted motions, briefs and other legal documents associated with litigation process.
  • Responded quickly to client calls and inquiries, asking open-ended questions to deliver applicable information.
Education and Training
Expected in 12/2015 Bachelor of Science | Biblical Studies Dwight McDaniels Theological Seminary, St. Louis, MO, GPA:
Expected in 01/2018 Master of Science | Christian Family Counseling Dwight McDaniels Theological Seminary, St. Louis, MO, GPA:
Additional Information

Thank you for excepting my resume. I am a retired Tax Examiner from the Internal Revenue Service. I served with the agency from January, 1982 until January, 2005. I am Customer Service driven which is why I choose to reenter the work force in the Health Care industry. There is much need for professional customer service in all industries and especially the health care industry where people's emotions and health are involved. I believe that my experience and customer service as well as my call center skills can be utilized.

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Resume Overview

School Attended

  • Dwight McDaniels Theological Seminary
  • Dwight McDaniels Theological Seminary

Job Titles Held:

  • Call Center Representative-Telecommunications
  • Patient Care Coordinator
  • Health Program Specialist
  • Default Specialist/Collector I


  • Bachelor of Science
  • Master of Science

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