Jessica Claire
  • , , 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
  • PW: onlineresume
Professional Summary

Agile and adaptable leader and advocate with stellar customer service, work ethic, motivational approach and upbeat nature. Skilled at training employees and leveraging organized approaches to handle daily planning, scheduling and customer service requirements. Top performer every quarter. Forward-thinking and industrious with diplomatic communication style focused on maximizing engagement and satisfaction. Proficient in health benefit enrollment and council.

  • Teamwork
  • Coaching / Mentoring
  • Detail-oriented
  • Customer support
  • Documentation and reporting
  • Quality Assurance Controls
  • Professional Telephone Voice
  • Account management
  • Calm disposition
  • Problem-solving skills
  • Verbal and written communication
  • Microsoft Office / Google Suite
  • Complaint resolution
  • Call center operations
  • Logging call information
Work History
Quality Assurance Lead, eni, 11/2019 to Current
Rochester General Health SystemNorfolk, NY,
  • Drive a culture of customer focus, continuous improvement, and personal excellence
  • Maintain and interpret quality guidelines and standards
  • Document activities and internal reporting and utilization
  • Perform call monitoring and provide trend data utilizing the data management system
  • Monitor omnichannel customer contacts
  • Compile calls, texts, chats, and case metrics for quality standards and training purposes
  • Monitor calls, texts, chats, and case metrics quality to provide individual constructive feedback to enhance performance and address areas in need of improvement
  • Review and analyze calls, metrics, and KPI regularly with agents on a set schedule
  • Identify training needs and provide coaching and feedback to agents and leadership
  • Continuous quality improvement for processes and procedures
  • Establish and oversee performance targets for call center associates
  • Train team members on performance metrics
  • Effectively manage assigned cases, collecting and documenting details as needed using proprietary software
Sr. Benefits Specialist, Sr. Professional Health Advocate, 08/2018 to Current
Orbital Engineering, Inc.Saint Louis, MO,
  • Answer incoming calls, emails, texts and chats in a fast-paced, high-volume call center environment
  • Successful utilization of CRM and call center applications
  • Deliver services according to established advocacy and case management protocols and maintain accurate, legible and current documentation
  • Enroll clients into benefits and provide benefit education
  • Maintain HIPPA Compliance
  • Serve as the client voice in the benefits and employee assistance program realm
  • Manage two large accounts for major companies monitoring satisfaction, utilization, and escalations
  • Answer questions related to bills received by patients and work with insurance companies and providers
  • Successfully navigate struggling clients and customers with complaints and complex concerns providing timely follow-up
  • Triage claims, authorizations, and denial issues and write appeals for members
  • Interact with insurance carriers and providers to negotiate favorable outcomes for employees
  • 3.7M dollars of cost avoidance for members
  • Point of contact for benefit inquiries such as claim issues, plan changes, benefits enrollments, status changes, leave of absence requests and other general inquiries
  • Work with internal and external parties to resolve customer issues and improve the customer experience
  • Serve on project teams to improve customer delivery, product, and efficiency
Peer Educator, 01/2017 to 02/2018
  • Conducted outreach and education activities to over 2000 people
  • Presented breast and prostate cancer information to the target population
  • Assisted with the design and distribution of educational and marketing materials for events
  • Registered clients and verified client information
  • Arranged medical appointments, transportation, and referral services for clients
  • Provided follow-up and customer services to ensure client satisfaction
Field Inspector, 02/2015 to 12/2016
Empire Field Services LLCCity, STATE,
  • Provided visual inspections for financial institutions 100% remotely
  • Verified addresses and occupancy information
  • Confirmed occupancy on foreclosed properties
  • Made contact attempts and left callback notices
  • Performed exterior and interior inspections
  • Took photos and wrote inspection reports
  • Used proprietary software to upload photos and reports to financial institutions.
No Degree: Humanities, Expected in
California State University At Dominguez Hills - Graduate Studies,
Bachelor of Science: Music Education, Expected in
State University of New York – Crane School of Music - Potsdam, NY
Associate of Arts: Liberal Arts, Expected in
State University of New York – Broome Community College - Binghamton, NY
Additional Information
  • LICENSES: NYS Life and/or Accident/Health Agent License# 1543910,
  • AWARDS: eni Employee of the Quarter for exemplifying the company’s Core Values

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School Attended

  • California State University At Dominguez Hills
  • State University of New York – Crane School of Music
  • State University of New York – Broome Community College

Job Titles Held:

  • Quality Assurance Lead, eni
  • Sr. Benefits Specialist, Sr. Professional Health Advocate
  • Peer Educator
  • Field Inspector


  • No Degree
  • Bachelor of Science
  • Associate of Arts

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