Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Jasmine Browning

Riverdale,GA

Summary

Seasoned professional with 17 years of customer service expertise, seeking a Claims Analyst role. Excelled in a high-volume call environment, adept at data management, and proficient in maintaining confidentiality. Demonstrated proficiency in claim processing and customer support during the Gulf Coast Oil Spill crisis.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Fraud Prevention Manager

VXI Solutions
05.2020 - Current
  • Manage a high-volume call environment hybrid, addressing customer inquiries, resolving issues, and performing account maintenance tasks such as ordering replacement cards and executing fee reversals. Fraud prevention removal of blocks.
  • Deliver accurate and empathetic customer service, ensuring the provision of relevant information and appropriate transfer to departments as needed.
  • Maintain a high customer satisfaction rate through effective communication, problem-solving, and adherence to professional standards in all interactions.
  • Devised and implemented processes and procedures to streamline operations.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Maintained professional, organized, and safe environment for employees and patrons.

Claims Supervisor

Humana
07.2023 - 05.2025
  • Cultivated productive relationships with stakeholders, facilitating claims lifecycle.
  • Monitored team performance, enforcing compliance with corporate claims processes and procedures.
  • Optimized case management with establishment of best practices.
  • Built talented teams of 50 claims administrators dedicated to timely and compliant resolutions.
  • Negotiated disputed bills or invoices totaling up to $87,000, achieving successful resolution.
  • Manage up to 3,000+ calls and up to 150 scheduled appointments daily to gather information to initiate claims process.
  • Exceeded clients' expectations by compassionately gathering required medical and work history information to complete required applications.
  • Investigated, evaluated and adjusted multi-line claims in accordance with standards and laws.
  • Championed insurance claims process by providing expert knowledge and building positive, trusting relationship to support clients during challenging times.
  • Handled claims consistent with client and corporate policies, procedures, best practices and regulations.
  • Documented and communicated timely claims information while supporting accurate outcomes.

Customer Service Operations Manager

Sodexo, Aramark, SFE
05.2009 - 05.2023
  • Managed daily operations to deliver high-quality customer service, effectively addressing inquiries and ensuring clear communication with facility staff and students.
  • Oversaw the provision of daily nutritious meals, maintaining rigorous standards for food safety, including proper temperature control, labeling, and storage.
  • Executed thorough interviews and audits to uphold organizational standards and enhance operational efficiency.

Customer Service Manger / Data Entry Specialist

Expert Tax Service of Ga
01.2008 - 05.2022
  • Managed meticulous record-keeping for customer accounts, ensuring compliance with IRS regulations.
  • Coordinated the distribution and organization of documents, reports, and correspondence via filing, faxing, and emailing.
  • Handled the accurate input and retrieval of customer data, maintaining integrity and confidentiality.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.

Customer Service Trainer

Spexcell / Chick fil-A
05.2007 - 04.2013
  • Delivered exceptional customer service, effectively handling phone inquiries and ensuring clear communication by recording accurate messages.
  • Facilitated client support by providing resume assistance and job search guidance to enhance their employment prospects.
  • Managed logistical tasks, including the coordination of office supply orders and the execution of routine errands, coupled with the development and delivery of comprehensive weekly training sessions.

Customer Service Account Rep

GCCF
07.2010 - 03.2012
  • Addressed inquiries from individuals impacted by the Gulf Coast Oil Spill, delivering empathetic customer service and accurate information regarding claim statuses and account details.
  • Managed a high-volume call queue, ensuring the confidentiality and integrity of customer data while adhering to company guidelines and regulatory standards.

Education

University Of Phoenix - Pharmacy & Business, Serv Safe, Public Notary, Gida Certified

University Of Phoenix
Phoenix, Arizona

Skills

  • Customer Service
  • Computer Systems
  • Customer Relations
  • Time Management
  • Flexibility
  • Data Entry
  • Retail Sales
  • Accounting
  • Irs
  • Customer Satisfaction
  • Claims auditing

Certification

  • Serv Safe, University Of Phoenix
  • Public Notary, University Of Phoenix
  • Gida Certified, University Of Phoenix

Timeline

Claims Supervisor

Humana
07.2023 - 05.2025

Fraud Prevention Manager

VXI Solutions
05.2020 - Current

Customer Service Account Rep

GCCF
07.2010 - 03.2012

Customer Service Operations Manager

Sodexo, Aramark, SFE
05.2009 - 05.2023

Customer Service Manger / Data Entry Specialist

Expert Tax Service of Ga
01.2008 - 05.2022

Customer Service Trainer

Spexcell / Chick fil-A
05.2007 - 04.2013

University Of Phoenix - Pharmacy & Business, Serv Safe, Public Notary, Gida Certified

University Of Phoenix

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Jasmine Browning