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Customer Service Representative

Location:
Louisville, Kentucky, United States
Posted:
January 29, 2018

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ACOURA A. JONES

*** ******* ** ********** ******* PHONE: 502-***-**** E-MAIL: ac38mz@r.postjobfree.com

QUALIFICATIONS SUMMARY

Experienced professional with more than 18 years in customer service… Noted for excellent communication and problem-solving skills… Self-motivated and confident in making independent decisions… Fast-learning individual with strong organization skills… Ability to work with all levels in an organization (i.e., management, staff, and customers)… Talented team member, dependable, adaptable and hard working.

PROFESSIONAL HISTORY

Walgreen's Co (2015- present)

Manager/shift lead

* liaison between management and non-management team members,

*ensuring that excellent customer service is delivered to customers.

* provide leadership to team members by communicating tasks from the store manager, *coaching on warehouse

* vendor orders

* support store management

Mercer Transportation (2011-2016)

Truck Coordinator, Louisville KY

Guiding Owner/Operators to maximize earning potential.

Working with Customers and Agents to move freight safely.

Resolving conflicts that prohibit performance.

US Census Bureau, USDA (2009-2011)

Geography Clerk, Jeffersonville, IN

Digitizing and editing Maps for Census Bureau

Quality Assurance for Census 2010

Assisting other Departments of Census Bureau

Republic Bank Louisville, KY (2008-2009)

Supervisor Customer Service/Call Center

Managing Call Center Reps

Training call center Reps

Taking Escalated Calls

Assisting other Departments of Tax Refund Solutions Division

Hospital Corporation of America (HCA), Louisville, KY (2007-2008)

/National Patient Account Services

Collections Representative

Assisted patients with clearing debt. Negotiated payment arrangements.

Provided collection services to over 300 HCA and non-HCA hospitals including investigation and resolution of quality of care issues.

Humana, Inc, Louisville, KY (2004-2006)

Customer Service Representative

Answered inbound provider/member inquires. Interpreted and explained benefits contracts to members and providers.

Verified new members. Accepted payment via credit card, check and ACH transfer. Processed claims.

Bank of America Mortgage, Louisville, KY (2002-2004)

Team Lead, Customer Service

Researched and resolved escalated client issues. Served as liaison between banking division and mortgage division.

Supervised 30+ representatives. Assisted call center reps with achieving and exceeding call and sales goals. Trained team members on new processes.

Bank of America Mortgage, Louisville, KY (2000-2002)

Customer Service Representative

Inbound/outbound Customer Service inquiries

Meeting strict sales goals of Bank Products such as Checking Accounts, Saving accounts, Credit cards, etc.

EDUCATION

Business Coursework (1999-2000)

Jefferson Community College, Louisville, KY

Business Coursework (2011-present)

University of Phoenix, Louisville, KY

COMPUTER SKILLS

Proficient in Microsoft Office Products including Word, Excel PowerPoint and Outlook.



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