senior member service support resume example with 12+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
Professional Summary

Dedicated Member Service professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Hardworking and passionate job seeker with strong organizational skills eager to secure a entry level Benefits position. Ready to help team achieve company goals.

  • Microsoft Office
  • Microsoft Word
  • Microsoft Outlook
  • Customer Care
  • Microsoft Excel
  • Complaint resolution
  • Creative problem solving
  • Administrative support
  • Report preparation
  • New employee enrollment
  • Analytical and Critical Thinking
  • Documentation and reporting
  • Employee benefits laws
Work History
Senior Member Service Support, 02/2016 to 08/2021
Jbs UsaOttumwa, IA,
  • Worked in a fast-paced, high volume customer facing environment providing benefit enrollment and and administration-related services and support to consumers
  • Verified & authenticated customers then asked discovery questions to identify their stated needs.
  • Partnered with cross-functional workgroups to research and investigate discrepancies, inaccuracies, and complex information relative to enrollment and plan selection
  • Educated members on the various plan options, interpreted legal/contractual jargon, and performed benefit plan analysis and comparison to aid callers in making informed plan decisions.
  • Under the direction of consumers executed insurance benefit enrollment, made plan selections, and captured critical information to process the enrollment.
  • Made administrative changes such as adding dependents and beneficiaries, processed changes, and captured documents necessary to authenticate life events.
  • Identified claims denials and discrepancies then used standard operating procedures to resolve accounts.
  • Managed member records and provided real-time claims updates via the member portal.
  • Interfaced with members and providers serving as a liaison and internal resource.
  • Monitored electric data files for discrepancies and accuracy.
  • Maintained Summary Plan Descriptions, Plan Documents, Benefit Summaries, and Summary of Benefits and Coverage (SBCs)
  • Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
  • Assisted members with correcting account, service and system issues by educating on required forms and technical processes.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Maintained customer records by updating account information.
Customer Service Representative, 09/2013 to 01/2016
The Tjx Companies, Inc.Strongsville, OH,

  • Provided world-class service service and customer education at every interaction, consistently exceeding service and quality metrics.
  • Performed account authentication then asked discovery questions to determine the customer’s needs.
  • Processed loan and check cashing transactions, keeping records of money and negotiable instruments involved in various financial transactions
  • Used internal product knowledge to recommend products, services, and solutions to customers.
  • Enforces compliance with internal and external cash management and processing facets
  • Responsible for processing moderate to complex financial transactions in a fast-paced, high-volume environment while managing competing priorities simultaneously.
  • Maintains immaculate records of financial transactions, checks, money orders, and other instruments.
  • Builds strong relationships with cross-functional workgroups and communicates critical and time sensitive information relevant to processing
Team Lead-Customer Service Representative, 05/2010 to 06/2013
AdteractiveCity, STATE,
  • Serviced customers; helping each customer accurately locate a technical or vocational program that best fit his/her needs
  • Answered customers' questions and addressed problems and complaints online and via phone
  • Worked with leadership to monitor effectiveness of service policies and practices
  • Maintained daily and weekly quality reports
  • Focused on improving specific areas of the business including: Training, Customer Escalations, and Quality.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
Front-End Cashier, 12/2007 to 09/2009
Sam's ClubCity, STATE,
  • Assisted members in the process of their orders with professional and friendly service
  • Collaborated with customer service team members to give exceptional service throughout the entire shopping and purchasing experience
  • Built customer confidence by actively listening to their concerns and giving appropriate feedback
  • Processed shipments and maintained organized stock shelves
  • Processed all sales transactions accurately and in a timely fashion.
  • Helped customers complete purchases, locate items and join reward programs.
  • Answered questions about store policies and addressed customer concerns.
  • Worked closely with shift manager to solve problems and handle customer concerns.
  • Checked personal identifications during alcohol and tobacco sales.
  • Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
  • Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
  • Addressed customer needs and made product recommendations to increase sales.
  • Stocked, tagged and displayed merchandise as required.
  • Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
  • Created price tags and merchandise signs.
High School Diploma: , Expected in
Deer Valley High School - Antioch, CA
: Business Administration, Expected in
Laney College - Oakland, CA

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Resume Overview

School Attended

  • Deer Valley High School
  • Laney College

Job Titles Held:

  • Senior Member Service Support
  • Customer Service Representative
  • Team Lead-Customer Service Representative
  • Front-End Cashier


  • High School Diploma

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