Open to opportunities

Rowena DeJesus

@rowenadejesus

Message

Detail-oriented claims customer care associate/contract coordinator with logistics expertise.

United States

Message

What I'm looking for

I am looking for a role that values collaboration, offers growth opportunities, and allows me to leverage my customer service and logistics expertise.

I am an experienced Claims Customer Care Associate with a proven track record in providing exceptional customer service and managing high-volume financial transactions. Over the past two years at Lincoln Financial Group, I have successfully handled 60-80 daily claimant calls, achieving a remarkable 98% accuracy rate in verifying benefits and resolving inquiries. My ability to proactively identify documentation gaps has led to a 20% reduction in claim resolution time, showcasing my commitment to efficiency and customer satisfaction.

Prior to my role in claims, I served as a Contract Coordinator at Quality Stone Veneer, where I managed time-sensitive document reviews and negotiated subcontract agreements. My 18+ years experience in international logistics at MSC Industrial Supply further honed my analytical skills, allowing me to streamline processes and improve operational efficiency. I thrive in collaborative environments and am passionate about driving internal process improvements to enhance team performance.

Experience

Work history, roles, and key accomplishments

Caregiver

My Home

Apr 2022 - Apr 2025 (3 years)

Provided daily living assistance, including bathing, dressing, grooming and meal preparation. Administered medications on schedule & monitored for side effects/changes in health status and responded to emergencies. Managed medical appts, transportation & communication with healthcare providers. Offered 24-hour medical/emotional support to promote mental well-being

Care Management

Claims Customer Care Associate

Lincoln Financial Group

Oct 2022 - Oct 2024 (2 years)

Provided superior customer care to meet claimants’ needs while demonstrating sensitivity, flexibility and responsiveness. Handled 60–80 daily claimant calls with a 98% accuracy rate in verifying benefits and resolving inquiries, demonstrating strong attention to detail and ability to manage high-volume financial-related transactions.

Customer Service Claims Handling NetSuite AWD Converge SystemOne Communication HIPAA)

Contract Coordinator

Quality Stone Veneer, Inc.

Nov 2019 - Apr 2022 (2 years 5 months)

Managed time-sensitive document reviews across over 50-75 commercial subcontract agreements monthly, ensuring error-free billing setups. Initiated and led weekly cross-functional meetings with Sales, Estimating, and Operations teams to resolve contractor billing and insurance issues.

Contract Management Document Review NetSuite Billing Financial Analysis D&B Reports AIA Documents

International Logistics Analyst

MSC Industrial Supply Co.

Mar 2000 - Aug 2019 (19 years 5 months)

Co-Authored and published current International Supplier Manual to instruct suppliers how to prepare documentation and freight for shipment. Tracked and processed international freight documentation, leading to 15% fewer billing discrepancies and faster invoice approvals.

Supply Chain Management Import Export Excel Financial Reporting Documentation Management

Education

Degrees, certifications, and relevant coursework

Hofstra University

Bachelor of Business Administration, Business Computer Information Systems/Computer Programming

Completed a Bachelor of Business Administration with a focus on Business Computer Information Systems and Computer Programming. Gained foundational knowledge in computer systems and programming relevant to business applications.