Jocelyn McKnight
Help Desk Analyst
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About
Devoted and enthusiastic Help Desk Analyst with 10+ years of customer service experience and a can-do attitude, willing to assist my peers while learning and adapting.
Experience
Help Desk Analyst - Travelers Insurance
(2026-09)
- Take calls, emails, or tickets from agents who need help
- Assisting agents with quoting, rating & using policies
- Fix login/password problems
- Log & track every issue in a ticketing system
Senior Claims Analyst - New York Life Insurance Company - Dallas, TX
(2016-08 - 2026-09)
- Review and process life insurance claims up to $1 million
- Assist the department with taking call overflow
- Handle escalations within the Claims Department
Retirement Solutions Specialist - New York Life Insurance Company - Dallas, TX
(2016-08 - 2026-09)
- Assist clients and agents with retirement accounts via phone, including but not limited to partial withdrawals, surrenders, updating tax withholding and cash value quotes
- Input change of address and other request to assist in maintaining the policy
- Obtain financial information to set up direct deposit for client's disbursements via phone using LexisNexis
- Mentor/SME
Customer Service Representative- Product Interviews - New York Life Insurance Company - Dallas, TX
(2016-08 - 2026-09)
- Conduct inbound and outbound applicant interviews for life insurance by collecting vital personal and health history for the underwriting process
- Assist Underwriting with follow up calls for additional information
- Research special cases and handle them appropriately
Lead Dispatcher - American Medical Response - Farmers Branch, TX
(2013-01 - 2016-08)
- Answer and dispatch emergent & non-emergent calls
- Work with contracted facilities to assist with their patients discharge transportation needs
- Participate in quality improvement activities
- Lead a department that provided transportation to all Blue Cross Blue Shield members in Texas
Advanced Team Lead - Capital One Bank - Irving, TX
(2006-02 - 2011-10)
- Handle escalated calls
- Work with associates to build team morale and productivity
- Assist in conducting team meetings
- Research and reconstruct procedures and protocols
Education
Medical Office Assistant - Bill J. Priest Institute (2003-10 - 2004-04)
GED - Dallas Can Academy (2000-05 - 2001-05)
