J Duckworth, ADN

Operations and dispute-resolution leader with a proven track record managing complex customer complaints, escalations, risk investigations, and regulatory compliance in highly regulated environments across healthcare spaces, fintech, and finance. Experienced in partnering with Risk Management, financial institutions, and cross-functional teams to investigate disputes, document supporting evidence, track resolutions, and improve operational processes.

Team Lead and Admin at Providers Debit Card Program

• Directed operations for a specialized customer service team supporting a debit card program serving low-income individuals.
• Owned complex customer complaints and disputed-charge escalations from initial inquiry through investigation, documentation, resolution, and follow-up.
• Partnered with Risk Management and financial institution partners to investigate disputes, gather supporting evidence, and determine appropriate resolutions.
• Maintained detailed dispute records and tracking systems to monitor case status, resolution outcomes, compliance requirements, and follow-up actions.
• Liaised directly with partner banks to ensure dispute outcomes were resolved within applicable regulatory and compliance standards.
• Reviewed recurring dispute and complaint trends to identify root causes and recommend process improvements, documentation updates, and preventive actions.

Licensed Insurance Agent & Advisor at Independent Healthcare Support

• Licensed insurance agent and advisor specializing in serving low-income households and Medicare and Medicaid beneficiaries; licensed across 20+ states and appointed with 10+ insurance carriers.
• Managed sensitive customer information, explained complex insurance processes, and guided clients through regulated enrollment and resolution requirements.
• Helped out-of-state clients secure Medicaid and Medicare benefits, ensured all required documentation was completed, and followed up with insurance companies for timely resolution.
• Advocated for clients and aligned options for Dual-eligible Special Needs Plans (D-SNPs).

Team Lead, Customer Service & Technical Support at HealthCare.gov

• Led day-to-day operations for a technical support team, providing coaching, performance management, and agent development.
• Ensured full adherence to Affordable Care Act (ACA) regulations and guidance while achieving high satisfaction ratings through empathetic support.
• Identified knowledge gaps and implemented training programs to keep the team aligned with evolving federal standards.

Customer Support & Subject Matter Expert (SME) at Rightsource RX

• Resolved high-level inquiries for an online pharmacy, consistently receiving top Quality Assurance ratings from the team.
• Managed complex prescription inquiries and supported elderly customers with their pharmaceutical needs.

Team Lead, Customer Support & Subject Matter Expert (SME) at Geek Squad

• Acted as the first point of contact for supervisor calls, resolving complex customer escalations by balancing member needs with company policy.
• Utilized active listening and empathy to provide optimal solutions for high-stakes technical and service inquiries.

Certified Nursing Assistant – Clinical Support Specialist at Veterans Affairs (VA)

• Supported physicians and nurses in providing care within long-term and hospice services at the VA in Salt Lake City.
• Advocated for Veterans and their families, coordinating with multidisciplinary teams, including dietitians and caseworkers, on pain management and alternative meals.

Associate of Science in Nursing – Salt Lake Community College

Certified Nursing Assistant in Nursing – Salt Lake Community College