Jessica Claire
  • , , 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:

Personable and dedicated Customer Service Representative with extensive experience in the corporate platform. Articulate and enthusiastic team player with outgoing, positive demeanor and proven skills in establishing and retaining rapport with clients. Specialize in quality, speed and process optimization. Motivated to maintain customer satisfaction and contribute to company success.

  • Experience in both public customer service and inbound call center environments
  • Cashier
  • Complaint resolution
  • Credit analysis
  • Multi-tasking in interfacing data systems
  • Creative problem solving
  • Money handling abilities
  • Service standard compliance
  • Data entry
  • Telephone etiquette
  • Good listening skills
Insurance Customer Service Specialist, 09/2003 - 03/2019
Dow Jones Chicopee, MA,

Provided customer support in an in-bound call center environment through navigating multiple inter-facing data systems related to medical health insurance benefits, claims, eligibility and provider contract information.

  • Logged caller inquiries and performed follow-up duties as required.
  • Performed special assignments working with necessary external and internal customers or personnel for resolution.
  • Coordinated with internal/external associates and other insurance plans or related units to facilitate consumer resolution when required.
  • In the beginning tenure I answered a steady flow of customer calls achieving or consistently exceeded expected average handle time of routine calls.
  • In the final phase of employment I deployed to work from home performing customer service duties focused solely on mail receipts. Coordinated with leads through email and other facets to obtain assignments. Reviewed and uploaded medical records, claims, and correspondence through companies OCR imaging systems and internal software programs.
  • Consulted with outside parties to resolve discrepancies and create effective solutions.
Retail Order Representative, 11/2002 - 09/2003
Nextel Communications, Englewood, Co City, STATE,
  • Worked in an inbound call center environment supporting cellular phone activation's for Nextel Retail stores and National Kiosk retailers.
    • Customized wireless packages to meet consumers personal and business needs, identified rate plans and geographical usage areas.
    • Performed necessary authentication and credit check analysis for sales associates.
    • Achieved and consistently exceeded revenue quota through product and service promotions during routine calls.
Bookkeeper and C-Store Sales Clerk, 01/2002 - 05/2002
Flying J Corporation, Limon, Co City, STATE,

• Performed duties as a weekend support bookkeeper.
• Duties involved balancing employee cash drawers from all shifts and delivering night drops to bank.
• Balanced expense report, ATM machine and company safe.
• Entering daily expense report’s and delivery confirmations.
• Recorded, and updated daily fuel usage.
• Customized employee's weekly schedules, timesheets, and activated new hires, and terminations.
• Submitted payroll and distributed bi-weekly payroll.
• During weekday schedule supported C-Store in retail cash sales, performing cashier duties as needed.

Customer Service Associate, 03/1997 - 05/2001
Anthem Blue Cross And Blue Shield, Denver, Co City, STATE,
  • Handled in-bound calls from providers for National Business Unit checking claim status, identifying problems, targeting the proper procedures for resolution.
  • Processed claims for applying contracted provider allowances through contract and system formulas.
  • Performed duties in multiple national account units, handling both member and provider concerns including benefits, eligibility and claim reviews.
  • Logged caller inquiries and performed follow-up duties as required.
  • Performed special assignments working with necessary external and internal personnel for resolution.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
  • Answered constant flow of customer calls with up to 80 calls in queue per minute.
Education and Training
No Degree: Restaurant And Food Services Management, Expected in 02/1991
Front Range Community College - Westminster, CO

Westminster, Co. Pre-requisite course study: Computer Science, Accounting, Business English, Nutrition, and Food Production.

No Degree: Restaurant And Food Services Management, Expected in 07/1990
Red Rocks Community College - Denver, CO

Received GED and completed pre-requisite course study: Psychology, Math, Public Speaking, and Communications.

Federal Communications Commission License: Radio And Television Broadcasting, Expected in 02/1985
Ron Bailie School Of Broadcast - Denver, CO,

Completed course of study


    During my first tenure with Anthem BCBS, I spearheaded a new process for handling stop-pay check reissues allowing for the ease and expedience of a single point of inventory instead of multiple overlaps of payment or non pay claims on bulk checks. During my second tenure with Anthem BCBS, I spearheaded a special assignment operating in a sole liaison role clearing a retired database from its remaining inventory post system migrations. Duties included direct contacts with other state insurance plans, provider and members, as well as both internal departments. Navigating between databases to research aged inventory and isolate resolutions of benefit appeals, check tracers and payment recoveries.

    The final 6 years of my tenure I held a privileged work at home position performing customer service duties focused solely on mailed inquiries. Coordinated with leads for assignments and processed correspondence through the company's OCR imaging systems.

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Documented and resolved aged inventory after system migration which led to ultimate customer satisfaction.
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Additional Information

Upon retiring from Anthem BCBS to be working again soon. I am a fast learner and really am looking for that new phase of employment that will springboard a new life. In my past endeavors I have always proven to be an asset to my employers. I am confident that tapping into my various employment experiences I will prove me to be a quality hire.

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School Attended

  • Front Range Community College
  • Red Rocks Community College
  • Ron Bailie School Of Broadcast

Job Titles Held:

  • Insurance Customer Service Specialist
  • Retail Order Representative
  • Bookkeeper and C-Store Sales Clerk
  • Customer Service Associate


  • No Degree
  • No Degree
  • Federal Communications Commission License

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