Jennifer Wright
Cleveland
Summary
Dynamic customer service professional with a proven track record at Blue Cross Blue Shield of TN, excelling in claims processing and compliance. Recognized for outstanding problem resolution and member retention, I leverage strong communication skills and cross-department collaboration to enhance service delivery and drive customer loyalty.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
Blue Cross Blue Shield of TN
08.2015 - 07.2025
- Resolved customer inquiries efficiently, ensuring high satisfaction and retention rates.
- Managed claims processing, maintaining compliance with industry regulations and company policies.
- Trained new team members on system navigation and customer service best practices.
- Collaborated with cross-functional teams to enhance service delivery and operational workflows.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Identified and resolved discrepancies and errors in customer accounts.
- Met customer call guidelines for service levels, handle time and productivity.
Site Manager
US Security Associates
12.2008 - 08.2015
- Oversaw daily operations, ensuring compliance with security protocols and client requirements.
- Managed site personnel, providing training and performance evaluations to enhance team effectiveness.
- Developed and implemented security strategies, improving incident response times across multiple posts.
- Managed recruitment processes, including job postings, resume screening, and candidate interviews.
- Developed work schedules for team members to maximize shift coverage.
- Verified and submitted timekeeping information for accurate and efficient payroll processing.
Education
Pharmacy Technician -
Virginia College School of Business & Health
Chattanooga, TN02-2015
Skills
- COBRA Administration & Compliance
- Eligibility & Enrollment Processing
- Individual & Group Insurance Plans
- Claims Inquiry Support
- Premium Billing & Payment Reconciliation
- HIPAA & Regulatory Compliance
- Customer Communication (Phone, Email, Chat)
- Call Center Operations & CRM Systems
- Problem Resolution & De-escalation
- Member Retention & Education
- Cross-Department Collaboration
Timeline
Customer Service Representative
Blue Cross Blue Shield of TN
08.2015 - 07.2025
Site Manager
US Security Associates
12.2008 - 08.2015
Pharmacy Technician -
Virginia College School of Business & Health