Jacqueline Hicks

About Jacqueline Hicks

Skilled Process Coordinator with extensive customer service experience in a variety of…

Experience

1. Sr Support Specialist

   Inspira Financial

   Aug 2023 — Present

   Responsible for providing support for all Inspira Financial products to customers via chat in addition to verbal and written communication as needed. Assist team leads and supervisors in developing and updating internal polices and procedures while providing training and coaching to new team members.• Respond to email, voicemail and chat inquiries from customers• High level understanding and ability to articulate Inspira Financial policies and programs to customers.• Handle troubleshooting inquiries for Web and Online issues and provide navigational support for online tools for account management and submitting claims• Maintain a professional approach to client service, consistent with Inspira Financial protocol and service levels• Led Salesforce Project for Health & Benefits queue• Created case tracking template using Excel • Created templates using Word to avoid compromising NPI data and quickly respond to the email backlog

Education

• DeVry University-Illinois

  Bachelor of Business Administration (B.B.A.)

Skills

• Public Speaking
• Business Analysis
• Requirements Analysis
• Effective Communication
• Customer Service
• Strategic Planning
• Vendor Management
• Microsoft Office
• Relationship Building
• Process Improvement
• Visio
• Business Process Improvement
• Access
• Leadership
• Process Management
• Management
• Team Leadership
• Microsoft Excel