Jessica Erin Lewis

Summary
Results Driven, enthusiastic, motivated, tech savvy millennial with high
emotional intelligence. Highly motivated self starter. 8 plus years
experience in a call center environment; Medical Claims Experience.
Additional interests in areas of interest include research, social media,
networking, and writing.

Experience
2014 to Present, United Healthcare, Advocate4me Rep
As an advocate for me rep it is my responsibility to provide world class
customer service as well as being a voice for our members insuring that there
are no gaps in care. In addition I review and explain claims as well as explain
members benefits to them. Assist with assigning and locating providers as well
as reaching out to them on a daily basis. In addition I currently am on a project
and have been since February 2016, where my duties are to provide our
members with a hassle free experience by reviewing information on claims
inquiries and issues that have been routed over by tier 1 agent while providing
members with hassle free experience. I have experience using multiple
internal systems such as ufe, iset, icue, cosmos, rx claims, nice, mysme and
gps

Macys, Customer Care Advocate, 2008-2013

As a Customer Care Advocate from 2008 to 2013 it was my job to place
orders and solve customer inquires on one call utilizing my ability to
think outside of the box both creating a customer for life and providing
world class customer service as well as assisting on Escalated Lead
calls, Conducting Training classes on new hires quarterly Evaluations,
floor walking with cross trained associates and developing a virtual
newsletter utilizing power point.
2007-2008, Client Services INC, Training Manager
At Client Services I was hired into their Sales Department as a
Customer Service agent where we would take Inbound calls to set up
Satellite and Internet Services. We would have a set number of sales
that we had to achieve monthly as well as meeting Average Handle
Time and Adherence standards. I was quickly promoted to a Senior CCR

Jessica Erin Lewis

where I would assist with Lead Escalation Calls as well as created a

monthly news letter to assist coworkers with new changes to the
products that we handled and FAQs. Trained both my peers as well as
Upper Management in the Internet Services that we provided. Once I
was promoted to Unit Manager, I conducted new hire training classes
and created training material on how to Upsell as well as selling our
equipment outright to members that did not qualify for the promotions
that we were offering at the time. Once they finished classroom
training, I would oversee their progress until they were ready to move
onto the production floor . It was my responsibility to work directly with
my direct reports future manager and provide them with feedback on
how the agent was doing and determining when they were ready to
move to the production floor.

Education
Orchard Farm High School; Gpa 2.995 Graduation 1999
St Louis Community College, Liberal Arts Major, GPA 3.995

Skills
Experience in our core systems of RX Claims, Cosmos and Mysme,
Nice, ISET, ICUE, SharePoint, UFE, and GPS. In addition I also have
experience in Microsoft Work, Word, Microsoft One Note, PowerPoint,
Excel, Outlook, Outlook Express,Publisher, Pages, Numbers and
Keynotes.

Rfrences
Upon Request