JACQUELINE CROOM
Nashville
Summary
Dynamic professional with a proven track record at Aetna, excelling in customer service and data entry. Adept at issue resolution and process improvement, I effectively communicated complex information while enhancing client satisfaction. My quality assurance expertise ensures meticulous attention to detail, driving successful outcomes in every project. Personable and dedicated customer service representative with extensive experience in industry. Solid 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.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Aetna (A CVS Health Company)
01.2023 - Current
- Responded to 30+ daily calls from clients, donors, and community members with empathy and efficiency
- Updated and verified client demographic information to ensure accurate service delivery
- Performed precise data entry to maintain compliance with reporting requirements
- Delivered detailed information about programs, services, and application statuses
- Navigated multiple systems to resolve client issues and provide timely support
- Collaborated with teams to ensure seamless handling of client inquiries and initiatives
- Suggested process improvements to enhance efficiency and client satisfaction
- Communicated program and policy updates clearly, including eligibility and review outcomes
Quality Assurance Analyst
Drake Enterprises, LTD.
12.2015 - 09.2019
- Worked on a newly developed Agile team as a Quality Assurance Analyst
- Performed manual testing
- Proficient attention to detail and proofreading of written documents
- Entered approximately 50 defects per year into the tracking tool Compuware Track Record
- Created over 20 different documents including test cases and test plans per year and maintained excellent proofreading skills to eliminate any errors
Quality Assurance Analyst
Comdata
10.2011 - 04.2015
- Manual testing of Drake Accounting Tax software
- Effectively performed negative testing
- In over 3 years, created 100's of defects of issues and bugs found while testing
- Documented defects in tracking tool JIRA
- Effectively communicated with developers and accountants face to face and through phone calls to address issues
- Performed regression testing
Education
Bachelor of Arts -
Grambling State University
Grambling, LASkills
- Customer service
- Call center experience
- Client communication
- Issue resolution
- Process improvement
- Quality assurance
- Attention to detail
- Problem solving
- Multitasking capacity
- Research
- Data entry accuracy
Affiliations
- Fifty Forward Senior Citizen Center - 2024
- Grace Works Ministries - 2024
- American Red Cross - 2019
Timeline
Customer Service Representative
Aetna (A CVS Health Company)
01.2023 - Current
Quality Assurance Analyst
Drake Enterprises, LTD.
12.2015 - 09.2019
Quality Assurance Analyst
Comdata
10.2011 - 04.2015
Bachelor of Arts -
Grambling State University
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