Jasmine Washington
Team Lead and Customer Service Professional
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About
Dedicated Team Lead and Customer Service Professional with over 6 years of experience in healthcare, customer service, leadership, and operations management. Proven ability to coach and develop high-performing teams, resolve complex member concerns, improve operational efficiency, and ensure compliance with healthcare regulations. Experienced in quality assurance, employee development, performance management, customer advocacy, and process improvement.
Recognized for strong communication skills, problem-solving abilities, and a commitment to delivering exceptional customer experiences in fast-paced environments.
Experience
Team Lead - CENTENE CORPORATION
(2022-05)
Lead, coach, and support a team of 12 Customer Service Advocates in a high-volume healthcare environment.
- Conduct performance coaching sessions, quality reviews, and development discussions to improve employee performance and service excellence.
- Serve as a subject matter expert for complex member inquiries, escalations, claims concerns, and benefit-related issues.
- Analyze quality and performance trends to identify opportunities for process improvements and increased efficiency.
- Partner with leadership to implement operational improvements that enhance customer satisfaction and team performance.
- Facilitate team meetings, coaching sessions, and training initiatives to promote employee engagement and continuous development.
- Support onboarding and training of new employees, ensuring successful integration and job readiness.
- Ensure compliance with HIPAA regulations, company policies, and healthcare industry standards.
- Provide guidance and support to team members regarding claims processing, member benefits, eligibility, and healthcare plan information.
- Utilize strong problem-solving and decision-making skills to resolve member concerns while maintaining a positive customer experience.
Customer Service Advocate - CENTENE CORPORATION
(2022-05 - 2022-05)
- Assisted members and providers with benefits, eligibility, claims status, prior authorizations, and healthcare-related inquiries.
- Delivered exceptional customer service while resolving complex issues and ensuring member satisfaction.
- Educated members on healthcare plans, policies, benefits, and available resources.
- Maintained accurate documentation and records in accordance with compliance and regulatory requirements.
- Demonstrated strong first-contact resolution skills to efficiently address customer concerns.
Assistant Manager - SMART-STOP SELF STORAGE
(2019-10 - 2022-04)
Managed daily operations of a high-volume self-storage facility, including customer service, sales, property management, and administrative functions.
- Assisted customers in identifying storage solutions that met their individual needs, contributing to occupancy and revenue goals.
- Processed rental agreements, payments, account maintenance, and financial transactions accurately and efficiently.
- Coordinated property inspections, maintenance requests, and vendor communications to ensure facility standards were maintained.
- Managed delinquent accounts and auction preparation processes in compliance with company policies and legal requirements.
- Maintained accurate records, reports, and documentation to support operational efficiency.
- Delivered exceptional customer service that contributed to customer satisfaction and retention.
Education
Diploma - Alcohol & Drug Counseling - ICDC College (2016-02)
