Jacquelyn Sutton Email & Phone Number

United States

Understanding the overall marketplace needs and initiating actions that represent group insurance claims with integrity. Understanding current industry practices and competitive intelligence Influencing marketing materials, including capabilities and finalist presentations that showcase Prudential’s differentiators in the marketplace Proactive partnership.

Scottsdale, Arizona

Scottsdale, AZ

• Google Program Coordinator/Prudential Concierge
• Transitioned into the Prudential Concierge role with client facing responsibilities to Google Inc
• Working directly with Google Inc, as a Prudential Concierge, to answer any and all questions/concerns from the benefits department and employees.
• Point of contact for employees regarding maternity, disability, paid family leave and parental leave.
• Personally and emotionally invested in understanding the customers’ needs and feelings
• Identify opportunities for improvement on a consistent basis resulting in increased efficiency, improved work, better customer service and higher quality claim management to our clients

• Relied upon to manage high caseload of integrated FMLA and Disability cases. Demonstrated ability to manage multiple tasks with competing priorities
• Evaluate claimant eligibility while ensuring excellent customer service when managing difficult situations professionally.
• Interacts with internal and external customers including, but not limited to, claimants, employers, physicians, attorneys etc.
• Effectively gather information to make the decision on the claim. Analyzes, approves/denies Disability Income. Work is thorough and complete.
• Effectively manages communications professionally when high emotions are involved.
• Demonstrated ability to effectively meet individual and team goals and expectations.

Extensive knowledge of Debit Card Claims processing; Visa regulations and systems including VROLReactivated Debit and Non-Fraud Claims processingReceive calls directly from Customer Service Agents; Assist Agent and Customer via 3-way callCustomer Service and Issue ResolutionReview of closed claims and potential reactivated claims based on additional.

Claim resolution including charge back processing1st time chargeback/pres05

Considered a Subject Matter Expert (SME) providing coaching and feedback to lesser experienced AssociatesUnusual and Complex Problem Issue ResolutionManage high dollar, high profile customer Debit Card Claims from End to EndProcessing claims from an end to end perspective Customer Service including issue resolution and retentionOutbound and Inbound.

Resolving customer issues and complaintsMovie rental and returnProcessing returnsMaintaining high customer satisfactionMaintaining store appearance.Accomplishment: Perfect Secret Shoppers - High Scores.

Bachelor Of Science, Psychology

Bachelor Of Science (B.S.), Psychology