Jaqulia Powell

I have 5 years of experience helping customers resolve issues, understand requirements, and navigate processes that involve detailed documentation and regulations. My work in credentialing and records administration strengthened my ability to review information carefully, verify details, and communicate clearly with people who need guidance or clarification. I'm comfortable handling high-volume inquiries, keeping accurate notes, and following through until an issue is fully resolved.

I take a steady, patient approach to customer concerns and rely on clear explanations, attentive listening, and consistency to ensure customers feel supported and informed.

Customer Service Agent at Priority Health Medicare (2022-10 – 2025-03)

• Managed customer requests across phone, email, chat, and ticketing channels, handling an average of 70–90 inquiries per day.
• Provided clear explanations of product features, account updates, and service options, resolving over 85% of inquiries on first contact.
• Logged every interaction in the CRM with precise notes, reducing follow-up confusion and improved team handoff accuracy by 24%.
• Tracked recurring issues across customer conversations and flagged weekly patterns to supervisors, helping reduce repeated complaints.
• Met quality and productivity SLAs consistently, maintaining a 92%+ quality audit score and staying within required handling times each month.

Credentialing Specialist at Sutherland Global Services (2023-06 – 2023-12)

• Tracked time-sensitive customer requirements such as renewals, expirations, and account updates, helping users stay compliant before deadlines.
• Guided customers through complex verification steps and policy requirements, ensuring all submitted information met internal and regulatory standards.
• Reviewed customer documents for accuracy, correcting or clarifying 200+ issues each quarter to prevent delays and account restrictions.
• Handled sensitive customer data with strict confidentiality, resolving requests while maintaining compliance and privacy rules.
• Coordinated with onboarding teams to help new customers complete all required steps, contributing to a faster onboarding timeline.
• Processed and submitted customer updates, applications, and renewals, keeping records current and reducing follow-up inquiries by 28%.

Records Administration Clerk at Illinois Department of Financial and Professional Regulation (2021-01 – 2021-11)

• Organized customer records, correspondence, and application files (digital and physical), ensuring information was easy to locate during audits or internal reviews.
• Tracked upcoming renewals and expirations, sending reminders and updates that reduced late submissions.
• Reviewed customer documents for completeness, helping resolve 250+ account issues related to missing or outdated information throughout my stay.
• Prepared clear summaries for supervisors, including active cases, pending updates, and compliance status, which improved team follow-through by 20%.

Associate of Arts in Liberal Arts And Sciences – SUNY Broome Community College (2026-07)