Jade Randolph Email & Phone Number

• Maintained accountability for managing the end-to-end claims process while conducting investigations to determine benefits eligibility.
• Liaised with claimants, employees, and medical personnel to gather and analyze information; and followed up with key stakeholders regarding application status, approvals, or denials.
• Coordinated with risk management to ensure appropriate risk mitigation techniques were applied; and ensured the utmost in quality assurance throughout the entire process.
• Fostered an atmosphere of teamwork and comradery by helping facilitate the employee onboarding process; and provided ongoing training and mentorship to new hires.
• Showcased the ability to process payments accurately and efficiently; and updated the payment tracking system with key dates and outcomes on an ongoing basis.
• Utilized industry knowledge and critical thinking skills to make informed decisions per company policies while working collaboratively within a fast-paced, team dynamic.

Charlotte, North Carolina, United States

• Championed and improved the customer experience by diffusing issues or concerns proactively while acting as the Interim Contact Center Team Manager.
• Partnered with management to interview prospective candidates according to job fit; and facilitated the preboarding and onboarding process while advising and coaching new hires.
• Increased quality metrics and productivity by educating teammates about the conflict resolution process while serving as the first line of defense for customer concerns.
• Demonstrated the ability to coordinate cross-functionally with partners, prospective partners, other departments, and senior management while delivering unparalleled customer service.

Charlotte, North Carolina, United States

• Acted as the interim phone banker 4 with specializations in customer experience, team member training and development, and performance management.
• Elevated teamwide efficiency by scheduling and coordinating workflows equitably; and provided ongoing training and support to new or less experienced personnel.
• Spearheaded investigations into potentially fraudulent or risky activity; and completed documentation to expedite the recovery of funds from loans, checks, ACH, ATMs, or debit cards.
• Leveraged active listening and interpersonal skills during customer interactions while demonstrating a high level of professionalism at all times.
• Anticipated, troubleshot, and resolved issues through a thoughtful, proactive approach while coordinating with other departments, customers, and vendors.

Charlotte, North Carolina, United States

• Coordinated closely with customers to understand their merchandise needs; and educated them about current rewards programs or promotions.
• Supervised, trained, and mentored new and existing teammates while acclimating to their new environment; and set clear-cut expectations while following up routinely.
• Enhanced revenue by capitalizing on opportunities to upsell or cross-sell additional items while ensuring customers were apprised of new or seasonal products.
• Facilitated a range of transactions efficiently, including payments, returns, and exchanges while working in a fast-paced, customer-centric environment.
• Maintained accountability for ensuring the stock room was well organized and clean at all times while showcasing the ability to make informed decisions.