Jackie Cortes

I've supported healthcare and insurance customers at TTEC, Qualfon, and Global Contact Services, handling high-volume calls while maintaining service quality, compliance, and customer satisfaction.

At TTEC, I verified healthcare benefits and eligibility for members and providers before service authorization. I confirmed deductibles, co-pays, co-insurance, out-of-pocket maximums, exclusions, prior authorization, and medical-necessity requirements while following HIPAA and identity-authentication protocols.

At Qualfon, I assisted auto insurance policyholders with coverage questions, billing concerns, claims follow-ups, and policy updates. I explained policy terms clearly, de-escalated complex concerns, and collaborated with underwriting and claims teams to resolve issues efficiently.

I've consistently met KPIs for AHT, CSAT, productivity, QA, and compliance, and I was rehired for a seasonal TTEC program because of my performance and reliability. I bring clear communication, accurate documentation, empathy, and a customer-centered approach to every interaction.