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Jennie Towner

Jennie Towner

Underwriting Scrubber/ Administrative


Sr. Client Service Representative/Admin.






Underwriting Scrubber/ Administrative

Processed over 300 new & renewal applications for health, medical, and/or dental for Blue Cross Blue Shield of FL and Blue Shield of CA.
Contacted agents and/or applicants via phone or email for additional information or binder payments.
Answer and transfer calls for a Fortune 500 company.
Receive & sort mail and packages.
Use UPS Worldship to create labels & ship 1-270+ packages, greet customers, advise employees of guests arrivals, and resolved any issues without supervision.
Used Pitney Bowes system to add postage to outgoing mail.

Career medium 05

Cognosante, LLC

CCO Trainer

Trained current and new hires on customer service etiquette and the Affordable Healthcare Act better known as Obamacare.

Aerotek Staffing

Appointment Processor

Made outgoing phone calls to schedule appointments for property appraisals for customers who were purchasing, refinancing, or in foreclosure of their homes. Performed data entry, provided superb customer service, and intricate attention to detail.

Career medium 04

Kelly Services @ ING

Payroll Specialist

CTI Resource Management Services, Inc.

Sr. Customer Service Representative

•Provide fast, friendly, and efficient technical support services to customers throughout CNIC major command
•Provide Tier I support to clients on Total Workforce Management System (TWMS), On-Line DOD Decal Renewal System, Common Access Card (CAC) applications, Web Content Management and CNIC Portal.
•Provide users with up-to-date documentation and training materials.
•Provides technical expertise and training to CNIC customers by phone, online network, email, VTC and occasionally in person.
•Collect, analyze and provide application data reports as directed.
•Handles customer problems that arise from the use EAS applications/processes.
•Creates processes for responding to customer inquiries.
•Troubleshoot errors and take prompt, appropriate action on customer complaints.
•Completes, maintains and processes pertinent paperwork and records, to include workload data. Keys information into computer to compile work volume statistics for accounting use.

Career medium 06
Career medium 01

Blue Cross Blue Shield of Florida

Client Service Representative

•Utilize probing and problem solving methods to resolve all customer inquiries (via inbound calls, written or in person inquiries) on first contact. Document corrective measures and provide instructions as needed to internal business areas to ensure prompt resolution and response to customer inquiries.
•Identify and obtain information and records from customers, members, providers and/or employer groups to correct/update information, claims and membership records when necessary.
•Recognize patterns of inconsistent and/or inaccurate claims filing practices among customers and providers, educate customers and providers on acceptable BCBSFL practices and policies.
•Perform phone/email outreach to BCBSFL vendors and business partners to resolve service issues.
•Identify, understand and anticipate customers’ unexpressed needs and concerns.
•Work closely with Sales, Healthcare and Network Management partners to further optimize customer, and provider relations by identifying opportunities to promote stakeholder programs.
•Educate and encourage customers on use of alternative delivery channels including self-service, web, etc.
•Identify and communicate process, product or systems improvement opportunities to improve the overall stakeholder experience.


Kelly Services

Administrative Assistant / Research Analyst

Experience in Providing Administrative Support
•Manages the calendar senior management prioritizing appointments and proactively resolving conflicts which can include a recommendation to meet with another Leadership Team member.
•Ability to proactively creates and maintains effective workflow and communications to accomplish the work of any organization management office which includes the handling of a variety of projects and tasks simultaneously.
•Responds to phone, email and in person enquiries – providing general information and referring enquiries to appropriate sources based on a broad knowledge of the business priorities, procedures, protocols and personnel.
•Know how to provide support to management committees by typing and distributing minutes, preparing agenda packages, arranging meeting dates/times/rooms, contacting participants, and extensive follow-up on items as needed up to and including drafting annual reporting documents. Attends meetings, as required, to record minutes.
•Ability to maintain confidentiality, tact and respect at all times.
•Prepares, gathers, and relays confidential information and material on a regular basis.
•Reconciles credit card statements to receipts for submission as per expenditure account guidelines.

Experience in providing meeting and travel coordination
•Makes travel arrangements for management, as required, including booking flights, hotel accommodation, car rental, and providing directions.

Correspondence Management
•Prepares agenda packages and minutes for distribution.
•Know how to maintain a comprehensive filing system in accordance with records management system.
•Ability to maintain the image of an Executive Office by ensuring that all correspondence prepared for a meeting adheres to a consistent and professional standard as identified by the incumbent.

Experience as a Claims Research Analysis
•Reviewed CMS 1500 & UB04 forms to verify accuracy and determine if any claims required reprocessing & if any payment discrepancies had been made.
•Make corrections to deductibles, co-payments, and OOP's.
•Paid close attention to intricate detail to ensure that no additional errors were overlooked.

Career medium 01
Career medium 01

BBVA Compass

Sr. Client Service Rep/Bank Teller

Service Customers:
•Provide superior customer service in a friendly and knowledgeable manner.
•Process transactions efficiently and accurately.
•Refer enquiries to the appropriate staff.
•Maintain a general knowledge of the bank’s common products and services.
•Ensure all Bank & Industry service standards and codes of conduct are adhered to.
•Take ownership of client complaints/issues, initiating action or resolving the problem within 24 hours and keeping the clients informed during the process.
•Assist customers with self-service banking.

Maximize Sales Revenue:
•Identify opportunities to sell Compass Bank products and services, referring them to the appropriate staff.
•Participate in branch sales campaigns.

Adherence to compliance:
•Adhere to regulatory and bank compliance guidelines.
•Understand and apply branch operating policies and procedures.


Hillsborough Community College

Associate of Arts (AA), Business Administration and Management, General

University of Phoenix

Associate, Healthcare Administration