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Erica Jackson-Ross Customer Service Professional

About Me

Erica Jackson-Ross

Marietta, GA 30060 (470)-838-0194 • ericajr0313@gmail.com

Seasoned customer service professional with over 10 years of experience in various industries. Skilled
in resolving customer issues efficiently and ensuring satisfaction. Eager to transition into a
permanent role and contribute to the growth of the company, aspiring to advance into management.
Key Qualifications
● Over 10 years of extensive experience in customer service roles.
● Tech-savvy, with proficiency in utilizing CRM software for data entry, maintaining accurate
customer records, and tracking interactions, enabling seamless communication and efficient
service delivery.
● Strong communication skills, both verbal and written, to effectively interact with customers
and colleagues.
● Experienced and trained in HIPAA, EPIC, Microsoft Office Suite (Word, Excel, PowerPoint,
Outlook), Microsoft Edge, Zoom, Microsoft Teams, Zoho Desk, and Salesforce.

Work Experience:
Customer Service Expert – Omni Interactions Contractor
GA (Remote)
● Provided timely and effective customer support via email, phone, and live chat channels,
resolving an average of 100 inquiries daily.
● Addressed customer concerns, complaints, and escalations with professionalism and empathy,
resulting in a 20% increase in customer satisfaction ratings.
● Utilized CRM software to document customer interactions, track issues, and identify trends for
continuous improvement initiatives.

Member Service Representative – Progressive
GA (Remote)
● Provided exceptional customer service to policyholders by addressing inquiries, resolving
issues, and explaining coverage options.
● Conducted thorough policy reviews to ensure customers have appropriate coverage for their
needs.
● Utilized Progressive’s proprietary software to process policy changes, claims, and payments
accurately and efficiently.

Program coordinator I – Centene Healthcare (Randstad)
Contracted. GA (Remote)
● Initiated outbound lead follow-ups to potential and existing members, effectively increasing
enrollment into case management by leveraging personalized telephone outreach techniques.
● Developed and implemented structured routines to streamline workflow processes, resulting
in significant improvements in work efficiency and productivity.

Intake Coordinator – Magellan Health (Insight Global)
Contracted. GA (Remote)
● Proactively secured authorizations from multiple insurance carriers for a diverse range of care
levels, effectively streamlining the admission process and expediting access to essential
healthcare services for patients.
● Coordinated intake appointments and facilitated the admission process for new clients,
ensuring all necessary paperwork and documentation was completed accurately and
efficiently.

Healthcare Data Entry – Tri Pharma (Randstad)
Contracted. Kennesaw, GA
● Utilized attention to detail to accurately record and update customer transactions, invoices,
and sales receipts within Excel and QuickBooks.
● Enhanced organizational efficiency by 30% by digitizing physical records and updating the
company database.

Education:
James Madison
High school diploma

Professional Reference:
Cierra Harper
Advancing Communities Everywhere
Clinical assessor
(210) 542-6427

Highlights
● Effective communication skills and dedication to service.
● Consistent 78% FCR rate.
● Medical terminology.
● Hospitality experience.
● HIPPA trained.
● Medicare/ Medicaid.
● Utilization review and authorizations.
● Sales/ Upselling.
● Data entry. Strong attention to detail.
● Epic training.
● Advanced technical support. Tech expert.
● Insurance and medical billing/coding.
● Time management skills.
● Inbound/Outbound calls.
● Customer service/ Call center.
● Microsoft office.
● Leadership and Resolution team experience.
● Team player.
● High speed internet and dedicated space for Remote work.