Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jercinta Coleman

Client Relations
Nashville,TN

Summary

Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Overview

14
14
years of professional experience

Work History

Customer Service Representative

Cat Financial/Dexian(Agency)
Nashville, TN
03.2023 - Current
  • Printing and mailing End of Lease Letters 155 days prior to lease termination.
  • Retrieving and scanning returned EOL Letters and distributing them to the corresponding Lease Consultant for further review and processing.
  • Distribute EOL email notifications at 120-, 60-, and 30-days pre-termination to all customers who had not decided, or we had not heard back from by that time.
  • Paying close attention to and tracking the accounts/assets that qualify for the Cat Credit and ensuring that these customers are sent the correct correspondence via email that advises them of this offer.
  • Generating and sending the Month-to-Month Agreements to the customers who decide to go Month to Month.
  • Keeping track and updating the Do Not Contact list and making sure not to send any communications to the customers that preferred to no be contacted via email and/or physical letters.
  • Ensuring email addresses that are no longer related to the customer are adhered to according to the response received from the customer advising of the change(s).
  • Reaching out to my fellow colleagues and/or leadership when there is a question/concern, or something looks unusual within my normal processes.
  • Assigning the Lease Consultant’s cases to them prior to sending the initial emails to their customers at or around 120 days pre-termination.
  • Referring to the Salesforce Dashboard to ensure all cases have been accounted for and assigned properly.
  • Using Excel-filter, manage, organize, and track all cases for each Lease Consultant to ensure that the correct information is sent to the right customer, and to eliminate any informational breeches.

Classification & Authorization Specialist

Phillips/Lifeline
Nashville, TN
01.2022 - 03.2023
  • Working directly with case managers to assist customers in creating new accounts and ordering lifeline equipment.
  • Utilizing Salesforce to create new customer accounts, add customer equipment, change auxiliary statuses on equipment, provide updates, etc.
  • Classifying documents received by fax/email, downloading and uploading them into database and then forwarding them to the proper division for review and processing.
  • Collecting all necessary information provided by the case managers to create and establish new accounts for new prospective subscribers.
  • Ensure all information and data is entered correctly and update any information that may have been missed on the account upon initial receipt.
  • Inform case manager of any pertinent information missing off original documents received to obtain the correct info needed.
  • Create the new account in the system and have the new equipment set up for installation.
  • Following all PHI and HIPAA guidelines.

Patient Collections Specialist

Patient Focus
Nashville, TN
06.2021 - 01.2022
  • Reviewed accounts of patients provided by superiors on an excel spreadsheet and called the patients to either schedule a future payment or to discuss their payment options.
  • Utilized Salesforce to create a case for each customer’s hospital claims. Kept these cases in the queue until resolved.
  • Followed up with patients 2-3 times a week over phone calls and emails to ensure all issues were resolved on time and collect necessary information.
  • Processed payments in amounts requested by patients on the payment portal.
  • Followed all PHI and HIPAA guidelines.
  • Entered client details and notes into system for interdepartmental access and review.

Senior Customer Service Representative

Aetna
Franklin, TN
04.2017 - 02.2021
  • Handling and de-escalating escalation calls and providing a resolution within the company’s guidelines.
  • Assisting new hires within their own chat assisting with questions/concerns.
  • Monitored and managed the correspondence spreadsheet and mailing out the requested documents.
  • Trained Web Support to all new hires and keeping the training materials updated as the website updates.
  • Assisted with moving and setting up monitors and other equipment needed to perform the job.
  • Monitoring our PHS queue and ensuring the usage of AUX and ACW are not being abused.
  • Monitoring the DVH Address Change SharePoint and ensuring the requests for Id Cards and Policy Pages are complete and ready to be forwarded.
  • Assisting CSRs (remotely) with certain system issues ande the Late Shift Calendar for PHS Call Center Senior Reps.
  • Assist new hires with new hire training.
  • Mentored junior team members, contributing to their professional development and overall team success.

Receptionist and Administrative Assistant

Medical Direct Club
Nashville, TN
05.2011 - 03.2017
  • Processing incoming and outgoing mail, FedEx, and UPS.
  • Following all PHI and HIPAA guidelines.
  • Assisting management with special projects at their requests.
  • Placing the company orders for office equipment and other requested materials.
  • Transfer calls to appropriate departments.
  • Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
  • Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.

Education

Licensing And/or Certification - Medical Transcriptionists

Penn Foster Career School
Scranton, PA
05.2025 - 07.2025

Skills

Problem-solving

Client relations

Product and service solutions

Microsoft Office Suite

Time management

Data entry

Customer relations

Data collection

Critical thinking

Problem resolution

Computer proficiency

Microsoft Excel

Account updating

Task prioritization

Customer satisfaction measurement

Microsoft outlook

Timeline

Licensing And/or Certification - Medical Transcriptionists

Penn Foster Career School
05.2025 - 07.2025

Customer Service Representative

Cat Financial/Dexian(Agency)
03.2023 - Current

Classification & Authorization Specialist

Phillips/Lifeline
01.2022 - 03.2023

Patient Collections Specialist

Patient Focus
06.2021 - 01.2022

Senior Customer Service Representative

Aetna
04.2017 - 02.2021

Receptionist and Administrative Assistant

Medical Direct Club
05.2011 - 03.2017

Similar Profiles

CREATE PROFILE
Jercinta ColemanClient Relations