Jasmine Rodriguez

Customer service and healthcare professional with 6+ years of experience supporting patients, customers, and healthcare operations. Skilled in handling high-volume inquiries, resolving issues, documenting information accurately, and providing professional and compassionate service. Experienced with Salesforce, Microsoft Office, and remote work environments. Reliable, adaptable, and focused on delivering a positive customer experience.

Willing to relocate: Anywhere

Troubleshooting Specialist - Enablx

(2024-08)

• Provide customer support for product troubleshooting, warranty concerns, service issues, and technical inquiries, identifying appropriate solutions based on customer needs and warranty coverage.
• Troubleshoot customer-reported issues by gathering relevant information, reviewing account and service history, and determining appropriate next steps.
• Assist customers with warranty claims, coverage questions, service requests, and repair or replacement options while ensuring accurate documentation.
• Research and resolve customer concerns by utilizing internal systems, databases, and account information.
• Document customer interactions, troubleshooting steps, resolutions, and warranty-related information accurately and efficiently.
• Escalate complex technical, warranty, or service concerns to the appropriate department while maintaining clear communication with customers.
• Manage multiple customer inquiries while prioritizing accuracy, efficiency, and timely resolution.
• Collaborate with internal teams to resolve service issues, improve customer experiences, and ensure concerns are addressed appropriately.

Outbound Customer Service Representative - Urgently Roadside Assist Virginia - San Francisco, CA

(2022-03 - 2023-12)

• Conducted outbound customer communications to coordinate roadside assistance and ensure timely resolution of service requests.
• Coordinated towing and roadside services based on customer needs, vehicle location, and service requirements.
• Communicated with customers, towing providers, and service partners to provide updates and coordinate assistance.
• Resolved customer concerns related to dispatch, service delays, vehicle assistance, and roadside support.
• Maintained accurate customer and service records while documenting interactions and service outcomes.
• Managed multiple service requests in a fast-paced environment while maintaining professionalism and customer satisfaction.

Humana Customer Service Representative - Humana - Orlando, FL

(2021-07 - 2022-08)

• Provided customer support regarding healthcare benefits, eligibility, claims, coverage, and plan-related inquiries.
• Assisted members with understanding Explanation of Benefits (EOB) statements, including claim information, covered services, member responsibility, and payment details.
• Researched and explained claims status, benefit coverage, deductibles, copayments, coinsurance, and out-of-pocket expenses.
• Assisted members with questions regarding prior authorizations, referrals, covered services, and authorization requirements.
• Reviewed member accounts and benefit information to provide accurate responses and appropriate solutions.
• Guided members through healthcare-related processes while maintaining privacy, professionalism, and customer satisfaction.
• Documented customer interactions and account information accurately in accordance with company procedures.
• Escalated complex claims, authorization, and benefit concerns to the appropriate department for further assistance.

High School Diploma - South Lake High School N