Jody Ellis

JODY ELLIS Customer Service Representative E- -  7 Beale Ave, Elletson Flats, Kingston 7. EXPERIENCE SUMMARY Health Insurance Representative Driven and dependable Customer Service Representative with more than three years of expertise in technical support, billing inquiries, and healthcare claims management. Capable of offering excellent customer service and assistance while promoting quality and integrity. Known for being inquisitive, sympathetic, and committed to continuous improvement. Passionate about making a difference in the industry and providing excellent customer service. Aetna Insurance 08/2022 - 07/2023 Jamaica • Provided coverage information to members and handled claims and claim rework • Located health care providers that are in-network and scheduled appointments • Provided assistance with applications for Aetna Medicare policies • Exemplified superior level of service and earned recognition as highest-rated agent and top producer in region • Connected and empathized with people to foster trust and helped clients find answers to insurance challenges Customer Service Representative Amazon and Audible KEY ACHIEVEMENTS 11/2018 - 05/2022 Jamaica WFH • Answered inbound calls to greet and assist customers with various needs and questions • Resolved customer inquiries, complaints, and issues providing insightful solutions • Researched assistance requested and offered accurate information to resolve issues and respond to inquiries • De-escalated customer complaints using specialized communication techniques • Followed scripts to maintain good call control • Communicate with customers/drivers (verbal and written) with a problem-solving attitude • Assisted the Visually impaired with technical issues on Operating Systems such as iOS, Android, Kindle, Kindle TV etc. • Demonstrated ownership to resolve challenging customer issues, escalating when necessary • Excellent communication, both verbal and written as one may be required to communicate with the Customers/Drivers, Customer Service Associates, Delivery Station Managers, and Delivery Associates in real time   Rapid Resolution Success Resolved 95% of customer complaints within 24 hours, enhancing customer satisfaction. Member Retention Boost Increased member retention rate by 15% through personalized service and follow-ups. Claims Accuracy Excellence Achieved 95% accuracy in claims processing over 6 months, minimizing errors. TRAINING / COURSES Customer Service Skills Within Healthcare Alison Courses - Online EDUCATION Telemarketing Alison Courses  LANGUAGES 01/2023 - 01/2023 Online 2025 - Present Online English Native Dispatcher Udemy Data Operations Heart Trust NTA Microsoft Suite 2017 - 2018 • High School Diploma: • Dinthill Technical High Tableau 06/2018 - 06/2018 Slack ZenDesk Google G-suite Jamaica INTERESTS  www.enhancv.com Salesforce Jamaica Dinthill Technical High Dinthill Technical High SKILLS Cybersecurity Powered by 