Lucretia Jones
Phoenix,AZ
Summary
Dedicated and results-driven customer service professional with over 25 years of experience. Proven track record of consistently exceeding performance metrics through effective communication, problem-solving, and relationship-building. Skilled in utilizing various customer service tools and systems, with a strong commitment to delivering exceptional service.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Insurance Claims Specialist
State Farm
03.2024 - Current
- Investigate and assessed damage to property and reviewed property damage estimates.
- Provide exceptional customer service during emotionally difficult situations for policyholders following accidents or natural disasters.
- Deliver exceptional customer service to policyholders by communicating important information and patiently listening to issues.
- Read over insurance policies to ascertain levels of coverage and determine whether claims would receive approvals or denials.
Security Guard
Securitas Security Services USA
08.2022 - 03.2024
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Remained calm, assertive, and mindful to think critically and problem solve during stressful situations.
- Secured premises and personnel by patrolling property and monitoring surveillance equipment.
- Responded quickly to incidents and assessed active situations for security concerns.
Mobile Notary & Loan Signing Agent
Self Employed
03.2021 - 08.2022
- Commissioned in Arizona
- Maintained comprehensive understanding of digital fraud and electronic signature verification, keeping sensitive documents secure and verifying authenticity.
Intake Specialist
Matrix Absence Management Inc.
12.2019 - 10.2021
- Completed intake assessment forms and filed clients' charts.
- Answered phone calls and provided new clients with required paperwork to initiate service.
- Maintained high levels of accuracy and compliance in data entry, ensuring all information was correctly entered into the required systems.
- Provided compassionate support to clients during the intake process, offering reassurance and understanding in times of distress.
Customer Care Representative
Reliance Standard Life Insurance Company
08.2018 - 12.2019
- Demonstrate analytical thinking and asking probing questions with claimants for claim set up.
- General policy inquiries
- Explanation of benefits, status and pay dates.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
Utility Customer Service Specialist
City Of Phoenix
01.2013 - 05.2018
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
- Maintained and managed customer files and databases.
- Responded to customer requests for products, services, and company information.
- Investigated and resolved customer inquiries and complaints quickly.
Business Customer Service Specialist
American Express
12.2011 - 01.2013
- Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
- Monitored quality assurance metrics regularly, identifying opportunities for personal growth and development within the role.
- Responded to customer requests for products, services, and company information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Utility Customer Support Specialist
APS
06.2011 - 12.2011
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
Prior Authorization Specialist
Humana
01.2008 - 02.2011
- Reviewed appeals for prior authorization requests and communicated with payers to resolve issues.
- Prepared and distributed denial letters, detailing reasons for denial and possible appeal measures.
- Evaluated clinical criteria for approval or denial of services requiring pre-authorization.
- Responded to inquiries from healthcare providers regarding prior authorization requests.
Education
Associate of Arts -
College of DuPage
Glen Ellyn, IL01.2007
High School -
Glenbard West High School
Glen Ellyn, IL06.1992
Skills
- Customer Service
- Claims
- Critical Thinking
- Active Listening
- Credit Card Payment Processing
- Report Creation
- Verbal and written communication
Personal Information
Title: Call Center/Customer Service Specialist
Certification
A 40 hour self paced online claims adjusters course through AdjusterPro- Arizona completed 2023
Timeline
Insurance Claims Specialist
State Farm
03.2024 - Current
Security Guard
Securitas Security Services USA
08.2022 - 03.2024
Mobile Notary & Loan Signing Agent
Self Employed
03.2021 - 08.2022
Intake Specialist
Matrix Absence Management Inc.
12.2019 - 10.2021
Customer Care Representative
Reliance Standard Life Insurance Company
08.2018 - 12.2019
Utility Customer Service Specialist
City Of Phoenix
01.2013 - 05.2018
Business Customer Service Specialist
American Express
12.2011 - 01.2013
Utility Customer Support Specialist
APS
06.2011 - 12.2011
Prior Authorization Specialist
Humana
01.2008 - 02.2011
High School -
Glenbard West High School
A 40 hour self paced online claims adjusters course through AdjusterPro- Arizona completed 2023
Associate of Arts -
College of DuPage
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