Jessica Geffrard
@jessicageffrard
Customer Success professional using claims expertise and CRM to boost satisfaction and speed resolution.
United StatesWhat I'm looking for
I’m a Customer Success professional with 11+ years in healthcare and insurance support, focused on driving client retention through clear policy guidance and accurate claims resolution. I help customers navigate complex options confidently, so their needs are met with the right coverage and timely answers.
In my current role, I manage inbound and outbound communications, convert leads into long-term accounts, and maintain HIPAA-compliant records. I handle follow-ups and pipeline management, close policies, and deliver clear explanations of policy details to improve understanding, trust, and customer satisfaction.
Previously, I worked as a Pharmacy Help Desk Agent, resolving complex claim issues by researching transactions and providing accurate, timely solutions. I documented interactions in internal systems while maintaining compliance, and I’ve built strong customer relationships across call-center and retail environments by practicing active listening, critical thinking, and empathy.
Experience
Work history, roles, and key accomplishments
Customer Success Professional
Fiorella Insurance Agency
Sep 2023 - Present (2 years 10 months)
Manage inbound and outbound client communications, guiding customers through complex insurance options. Drive retention by providing policy guidance, handling follow-ups/pipeline management, and resolving claims with HIPAA-compliant documentation.
Pharmacy Help Desk Agent
Sitel
Nov 2022 - Aug 2023 (9 months)
Handle high-volume inbound calls from pharmacies, providers, and patients regarding claims, payments, and coverage. Resolve complex claim issues by researching transactions and documenting accurate, timely support while following HIPAA-compliant processes.
Wellness Coordinator
Surterra Wellness
Apr 2020 - Oct 2022 (2 years 6 months)
Provide personalized customer service by educating clients on products and services. Support customer account processes such as registration, renewals, and other related activities while assisting with promotions and events.
Customer Service & Retail
CVS Health
Jan 2015 - Jan 2020 (5 years)
Provide front-line customer support in a fast-paced retail environment by answering questions and resolving issues. Handle transactions and cash management accurately and maintain organized workspaces.
Provide front-line customer support in a fast-paced retail environment by answering questions and resolving issues. Handle transactions and cash management accurately and maintain organized workspaces.
Provide front-line customer support in a fast-paced retail environment by answering questions and resolving issues. Handle transactions and cash management accurately and maintain organized workspaces.
Customer Service & Retail
Forever 21
Jan 2015 - Jan 2020 (5 years)
Provide front-line customer support in a fast-paced retail environment by answering questions and resolving issues. Handle transactions and cash management accurately and maintain organized workspaces.
Provide front-line customer support in a fast-paced retail environment by answering questions and resolving issues. Handle transactions and cash management accurately and maintain organized workspaces.
Education
Degrees, certifications, and relevant coursework
Palm Beach State College
Diploma, Radiology
2019 -
Pursued a Radiology program at Palm Beach State College, beginning May 2019 (in progress).
Florida State Institute
Insurance Producer License, Insurance
2023 -
Completed an Insurance Producer License program from August 2023 to October 2023.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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