Haley Hammer
Jasper
Summary
Tech-savvy innovator with hands-on experience in emerging technologies, customer experience, and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements. Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
10
10
years of professional experience
Work History
Customer Experience Associate
Unum
Chattanooga, TN
02.2025 - Current
- Provided quick and efficient solutions to problems
- Assisting and troubleshooting with customer
- Provided financial assistance including going over billing
- Assists with going over claims, PFML , disability, FMLA
- Demonstrated empathy, Active listening
- Researched complex issues and provided customers with solutions
- Provided solutions for different business needs
- Worked directly with several business partners
- Made logical and rational decisions on leaves/claims after review
- Worked mandatory and voluntary overtime as needed
- Learned different terminology and medical coding
- Operating out of multiple systems and monitors at once
- Ability to assist multiple customers and problems at one time
- Accepted and assisted multiple chat requests at once
- Accepted back to back calls with documentation in minimal handling
- Developed customer feedback mechanisms to enhance service delivery and client satisfaction.
- Streamlined communication processes between departments, improving response times for customer inquiries.
- Analyzed customer data trends to identify areas for process improvement and strategic enhancements.
- Implemented quality assurance measures to ensure compliance with company standards in customer interactions.
- Assisted in training new employees on company policies, procedures, and best practices for delivering exceptional service.
- Collaborated with team members to develop effective strategies for enhancing the overall customer experience.
- Asked customers questions to determine, verify and solve common problems.
- Maintained an up-to-date knowledge of company offerings in order to provide relevant recommendations based on client needs.
- Utilized advanced problem-solving skills in order to troubleshoot and resolve technical-related customer inquiries.
- Worked diligently toward meeting or exceeding KPIs related to metrics such as average handle time, first call resolution, and overall customer satisfaction scores.
- Increased customer retention rates through consistent delivery of outstanding service experiences.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Analyzed claims to determine validity and compliance with policy guidelines.
- Collaborated with claimants and service providers to gather necessary documentation.
- Reviewed complex claims for accuracy, ensuring adherence to regulatory standards.
Consumer Advisor
BCBST
Chattanooga, TN
04.2024 - 06.2024
- Adherence to schedule, aiding with multiple services.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Worked under strict deadlines and responded to service requests and emergency callouts.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Evaluated customer account information to assess current issues and determine potential solutions.
- Investigated technical issues using knowledge base and personal experience to complete timely resolutions. Explained claims to providers and members
- Cross-trained on technical difficulties and claim roles to provide skilled back-up for customer-facing teams.
- Strengthened operational efficiencies by developing organizational filing systems for confidential customer records and reports.
- Provided expert guidance on healthcare plans, addressing consumer inquiries and resolving issues effectively.
- Analyzed customer feedback to identify trends and enhance service delivery.
Customer Experience Associate
Unum
Chattanooga, TN
11.2021 - 02.2024
- Completed a high volume of emails in a day and adhered to Quality and exceeding expectations
- Collaborated with other team members to come up with ideas to make our system better
- Came up with ideas for training and other areas
- Coded membership such as terminating, reinstating, and assisting with open enrollment.
- Worked through many systems at once
- Performed tasks outside of the role
- Worked overtime to help with the overflow of emails
- Worked emails and on calls at the same time
- Worked remotely while still being productive
- Worked in coding systems for billing
- Pulled claims and EOIs for members
- Pulled invoices and contracts
- Ran census for brokers
- Explained complicated topics to Brokers and Plan Administrators.
- Coded claims and explained the claim reports
- Performed IT assistance to members
- Led training sessions for new associates on best practices in customer engagement and service protocols.
- Collaborated with cross-functional teams to design initiatives aimed at elevating overall customer experience.
Consumer Advisor
BCBST
Chattanooga, TN
07.2019 - 11.2021
- Achieved high quality marks on quality assurance evaluations through Quality, Adherence to schedule, aiding with multiple services.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Worked under strict deadlines and responded to service requests and emergency callouts.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Evaluated customer account information to assess current issues and determine potential solutions.
- Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
- Cross-trained on technical difficulties and claim roles to provide skilled back-up for customer-facing teams.
- Strengthened operational efficiencies by developing organizational filing systems for confidential customer records and reports.
- Developed training materials for new staff, promoting consistent knowledge across the team.
- Coordinated outreach programs to educate consumers on available resources and benefits.
Server
Big River Grill
Chattanooga, TN
07.2016 - 07.2019
- Trained and mentored other employees
- Addressed concerns or complaints quickly to improve service and escalated more advanced issues to management for resolution.
- Communicated with event coordinators to verify appropriate and adequate accommodations for larger parties.
- Answered phone inquiries to schedule and confirm reservations, record takeout orders, and respond to service questions.
- Maintained knowledge of menu items, garnishes, ingredients, and preparation methods to assist guests with menu selection.
- Minimized customer wait times by efficiently taking and filling large volume of orders each day.
- Welcomed guests with personable attitude and smile, offering to bring beverage orders while reviewing menu options.
- Checked on guests to verify satisfaction with meals and suggested additional items to increase restaurant sales.
Education
Associate of Science - Science
Chattanooga State Community College
Chattanooga, TN05.2017
Skills
- Request management
- Client advocacy
- Computer skills
- Calm and professional under pressure
- Microsoft office
- Work prioritization
- Data management
- Conflict mediation
- Complaint investigation
- Multi-line phone systems
- Problem-solving
- Teamwork and collaboration
- Friendly, positive attitude
Timeline
Customer Experience Associate
Unum
02.2025 - Current
Consumer Advisor
BCBST
04.2024 - 06.2024
Customer Experience Associate
Unum
11.2021 - 02.2024
Consumer Advisor
BCBST
07.2019 - 11.2021
Server
Big River Grill
07.2016 - 07.2019
Associate of Science - Science
Chattanooga State Community College