Jazmine Reed
Indianapolis
Summary
Customer Service Advocate with experience resolving non-routine, complex member and provider issues and escalations. Skilled in root cause analysis, complaint resolution, and cross-functional collaboration to improve the customer experience. Acts as a go-to resource for peers, supporting new hires, leading outreach projects, and providing feedback to leadership on trends and process improvements. Known for clear communication, strong people skills, and consistently meeting quality and performance standards in fast-paced, dynamic environments.
Overview
10
10
years of professional experience
Work History
Customer Service Advocate
Centene Corporation
01.2022 - Current
- Respond to non-routine and complex member and provider complaints and escalations, ensuring timely and appropriate resolutions across multiple communication channels.
- Serve as a liaison between call center teams and internal departments to research issues, review underlying facts, and coordinate enterprise-wide solutions.
- Perform root cause analysis on recurring issues; document trends and recommend process improvements to leadership to support compliance and member satisfaction.
- Provide clear status updates to members, providers, and internal stakeholders to support transparency and an excellent customer experience while submitting those account updates when needed.
- Support management by answering questions on the lead line and in chat, assisting CSAs with complex calls, policies, and procedures.
- Mentor and support new hires and maven/mentee groups, helping them build confidence in resolving member and provider issues.
- Participate in project outreach and dental campaigns, assisting with implementation and monitoring of service-improvement initiatives.
- Project manager overseeing a focus group for Quality Assurance-Auditing.
Account Manager
Sallie Mae
04.2019 - 04.2020
- Managed 30–60-day delinquent student loan accounts through inbound and outbound calls, focusing on customer retention and recovery.
- Reviewed accounts, researched discrepancies, and offered repayment options that met policy and regulatory requirements.
- Documented all borrower interactions accurately to ensure compliance and data integrity.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Negotiated contract terms with clients, securing favorable agreements for both parties.
- Streamlined internal processes for better efficiency in account management tasks.
- Improved overall team productivity by implementing best practices in organization and time management.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Developed and maintained strong working relationships with professionals within assigned territory.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Maintained current knowledge of evolving changes in marketplace.
Sales Advisor
Lowes Call Center
03.2016 - 04.2019
- Handled inbound calls for orders, product questions, and service issues while maintaining a high level of customer satisfaction.
- Met or exceeded call center performance metrics, including quality, sales, and handle-time goals.
- Trained new staff on call handling techniques and customer service protocols.
- Resolved complex customer issues through effective problem-solving strategies.
- Implemented process improvements that streamlined workflow efficiency within team operations.
- Managed order processing and inventory checks to ensure timely fulfillment.
- Assisted customers with product inquiries, enhancing overall customer satisfaction.
Education
Business Management/ Healthcare Administration
Indiana Institute of Technology
Fort Wayne, IN01-2027
Skills
- Customer service & member advocacy
- Escalation & complaint resolution
- Complex problem-solving & root-cause analysis
- Cross-functional collaboration
- Claims & provider services
- Call center operations (inbound/outbound)
- Coaching, mentoring & new-hire support
- Quality monitoring & audits
- Project outreach & campaign support
- Strong verbal & written communication
- Time management & multi-tasking
- Leadership and people skills
- Microsoft Office & internal systems
Timeline
Customer Service Advocate
Centene Corporation
01.2022 - Current
Account Manager
Sallie Mae
04.2019 - 04.2020
Sales Advisor
Lowes Call Center
03.2016 - 04.2019
Business Management/ Healthcare Administration
Indiana Institute of Technology