Jeralynn Rouse
Macon
Summary
Detail-oriented customer service and insurance professional with 20+ years of experience supporting customers in a fast-paced call center and service environments. Skilled in enrollment support, customer data management, policy and coverage explanation, and issue resolution. Proven ability to manage high-volume work queue, maintain accuracy with sensitive personal information, and provide exceptional customer experience while meeting business and compliance standards
Overview
23
23
years of professional experience
Work History
Emergency Glass Associate (EGA)/ERS Representative
GEICO, Government Employees Insurance
Macon
05.2022 - Current
- Manage high-volume inbound calls assisting policyholders with emergency roadside and glass claim services
- Collect, verify, and enter customer policy and coverage information with strict accuracy and confidentiality
- Utilize multiple systems simultaneously to document claim activity and track progress
- Coordinate service request with vendors while maintaining ownership of requests through resolution
- Educated customers on coverage options and benefits, enhancing their understanding of service processes
- Delivered compassionate, professional service to de-escalate customer situations and resolve issues effectively
- Identified service gaps and streamlined customer experience workflow for improved satisfaction
- Promote digital self-service tools to enhance customer convenience
Patient Care Technician
DaVita Dialysis Kidney Care
Macon
06.2020 - 05.2022
- Maintained accurate patient records and updated medical charts regularly.
- Educated patients on treatment plans and home care instructions.
- Obtained patient vital signs and reported results to staff nurse or physician to identify changes from prior measurements.
- Operated dialysis machines and ensured proper functioning during treatments.
- Responded to patient needs promptly, providing compassionate support throughout treatment.
- Managed multiple tasks simultaneously while maintaining attention to detail.
- Ensured cleanliness and safety of the treatment area before and after sessions.
- Assisted with patient admissions, discharges and transfers.
Operations Supervisor
Biomat Plasma Center
Macon
08.2018 - 04.2022
- Supervised daily operations of plasma collection and processing activities.
- Managed daily operations, including scheduling personnel, assigning tasks, and monitoring progress.
- Trained and mentored staff on safety protocols and operational procedures.
- Maintained accurate records of plasma donations and staff performance metrics to ensure compliance and operational efficiency.
- Cultivated strong customer relationships through proactive service and support, enhancing customer satisfaction.
Shift Supervisor
CVS Pharmacy
Macon
01.2003 - 01.2018
- Managed staff schedules to ensure optimal coverage during peak hours, enhancing service efficiency.
- Supervised daily operations and ensured compliance with company policies.
- Resolved customer complaints to improve satisfaction levels and foster customer loyalty.
- Performed cash handling duties such as counting money, balancing registers, and preparing bank deposits.
- Coordinated inventory management and restocking of merchandise on shelves.
- Implemented loss prevention strategies that mitigated inventory shrinkage risks.
- Completed opening and closing duties to facilitate business operations.
Education
Associate of Business Administration - Business Management
Central Georgia Technical College
Macon, GA05-2020
Skills
- Claims Intake & Service Coordination
- Glass repair coordination
- Enrollment & Benefits Support
- Insurance education
- Data verification
- Record Management
- Multi-system navigation
- Process improvement
- Customer Interaction
- De-escalation strategies
Timeline
Emergency Glass Associate (EGA)/ERS Representative
GEICO, Government Employees Insurance
05.2022 - Current
Patient Care Technician
DaVita Dialysis Kidney Care
06.2020 - 05.2022
Operations Supervisor
Biomat Plasma Center
08.2018 - 04.2022
Shift Supervisor
CVS Pharmacy
01.2003 - 01.2018
Associate of Business Administration - Business Management
Central Georgia Technical College