Rachel Elkins
Jenkins
Summary
Member service representative dedicated to enhancing member satisfaction through effective communication and proactive problem-solving. Streamlined service delivery processes to optimize efficiency and maintain accurate records, leading to improved organizational performance.
Overview
8
8
years of professional experience
Work History
Advocate Member Service Representative
Concentrix
Jenkins
04.2025 - Current
- Assisted members with inquiries about benefits and coverage options, ensuring clear understanding of available resources.
- Answered questions about account balances, payment options, interest rates, and fees, providing accurate information to facilitate informed decisions.
- Resolved member complaints through effective communication and problem-solving, enhancing member satisfaction.
- Coordinated with internal teams to streamline service delivery for members.
- Processed claims and maintained accurate records in the member database.
- Maintained up-to-date knowledge of products and services offered by the organization.
- Adhered to organizational procedures when handling confidential information.
Customer Service Representative
Results-CX
Jenkins
06.2024 - 01.2025
- Assisted United Healthcare members with inquiries about OTC, healthy foods, utility bill credits, and wellness support, facilitated OTC item and healthy food orders, and managed utility bill payments to enhance member experience.
- Assisted United Healthcare members with inquiries about OTC, healthy foods, utility bill credits, and wellness support, facilitating orders for OTC items and healthy foods, and managing utility bill payments.
- Resolved customer issues by providing solutions and ensuring satisfaction in service interactions.
- Assisted customers with inquiries and product information through various communication channels.
- Collaborated with team members to enhance service delivery and improve customer experience.
Customer Service Healthcare Representative
Results-CX
11.2023 - 04.2024
- Assisted patients in navigating insurance benefits and claims processes.
- Resolved health benefits inquiries to enhance customer understanding and satisfaction.
- Provided comprehensive support to healthcare clients via phone and email.
- Educated clients on healthcare services and available resources.
- Processed online orders, facilitated utility bill payments, and addressed benefit card issues to meet customer needs.
Customer Service Representative
Infocision
08.2023 - 11.2023
- Assisted customers with inquiries and resolved issues effectively.
- Maintained detailed records of customer interactions and transactions.
- Collaborated with team members to enhance service quality and efficiency.
- Conducted targeted outreach calls to solicit donations for the Republican National Committee, enhancing donor engagement.
Shift Leader, Cig & tobacco caption, associate
Double Kwik
08.2019 - 07.2023
- Supervised daily operations to ensure efficient team performance and customer satisfaction.
- Trained and mentored new employees on store policies and customer service techniques.
- Conducted inventory counts for cigarettes and tobacco, managed register operations, ensured optimal stock levels, addressed phone inquiries, processed deposits, and organized paperwork efficiently.
- Managed inventory levels to maintain product availability and minimize waste.
Assembly line
John Deere
10.2017 - 06.2019
- Assembled John Deere riding lawn mowers on assembly line, ensuring precision in components from steering wheel to front wheels.
- Facilitated assembly line operations by placing necessary raw materials onto conveyor belts.
- Performed preventive maintenance on assembly line equipment and machinery to ensure proper operation.
Education
Criminal Justice -
Southeast Community College
Whitesburg, KY02-2016
Skills
- Customer service and support
- Healthcare representation
- Data entry
- Microsoft Office proficiency
- Problem solving
- Data analysis
- Team collaboration
- Adaptability
- Time management
- Documentation accuracy
- Communication skills
- Interpersonal skills
- Fast typing
- Leadership abilities
- Community outreach
References
- Leverage Paige, Supervisor, Results-CX, 4704001422, leveda.paoge@results-cx.com
- Larissa Hopkins, Manager, Double Kwik, 6063354463, latrissahopkins@gmail.com
- Ryeisa King, Supervisor, Results-CX, 2516235686, ryeisa.king@results-cx.com
Personal Information
- Date of Birth: 02/21/84
- Gender: Female
- Nationality: American
Timeline
Advocate Member Service Representative
Concentrix
04.2025 - Current
Customer Service Representative
Results-CX
06.2024 - 01.2025
Customer Service Healthcare Representative
Results-CX
11.2023 - 04.2024
Customer Service Representative
Infocision
08.2023 - 11.2023
Shift Leader, Cig & tobacco caption, associate
Double Kwik
08.2019 - 07.2023
Assembly line
John Deere
10.2017 - 06.2019
Criminal Justice -
Southeast Community College