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Customer Service Representative

Columbia, South Carolina, United States
June 13, 2018

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Cheryl Lynn Jones

*** ***** *****

Columbia, South Carolina


Summary: Completed studies in accounting and business management to go along with many years of firsthand experience with managing food services, retail and kept track of payroll and inventory. When required also to completed counts on sales and made deposits to the bank.

Working in a call center environment have completed tasks such as enrollment of medical coverage, explanation of status of claims processing while abiding by HIPPA guidelines and in other instances troubleshot cellular and satellite networks for technical support. Have worked with Microsoft Office and I am versed in using all aspects of it to complete the job.


Over twenty years of proven experience in customer service, management, information handling and order processing. In my free time I am an active member of the Masonic sister group of Eastern Star's Electa's Pride chapter where we strive for personal development and community service

Employment: WNS Columbia, South Carolina

Customer Service Representative 2/2017 to 1/2018

After completing two weeks of classroom and one week of on the job training successfully was able to reference a knowledge base to answer questions about status of billing and to take average 50 to 60 inbound calls for a Pennsylvania power company.

Assist with taking payments, setting up and explaining requested payment arrangements and report notification of power outages when acknowledged.

Complete problem tickets using a ticketing system to notify about the extent of the outage and if there is any other extenuating circumstances that delay restoral of power.

Created problem tickets to dispatch crew for repairs dealing with extenuating circumstances that may warrant immediate repairs outside of normal business hours.

Aerotek Blythewood, South Carolina

Customer Service Specialist 3/2016 to 11/2016

After successful completion of in class training took 40 to 50 inbound calls daily to assist policy holders with questions on insurance policies and annuities.

Sent out requested forms for withdrawals, 1035 exchanges and changes to policies. Submitted requests to have lapsed policies reinstated when requested.

Updated records using Excel and Outlook programming.

Teleperformance USA Columbia, South Carolina

Customer Service Representative 01/2015 to 02/2016

Completed classroom training to be familiar with using knowledge based system ensuring that appropriate changes were made to resolve customers' problems 60 to 70 calls a day.

Required to do telesales when recommended improvements in products, packaging, shipping, service, billing methods and procedures in order to prevent future problems and enhance the viewing experience for the customer.

Resolved customers' service and billing complaints by performing activities such as exchanging merchandise and adjusting bills.

Medbridge Home Medical West Columbia, South Carolina

Customer Service Specialist 6/2013 to 6/2014

Took inbound 40 to 50 calls daily from customers who were interested in enrolling into advantage plans provided by Medicare. With telesales verified if customer qualifies for coverage and took information to determine best plan to fit customer's needs and offered required DME supplies needed to be compliant with medical treatment.

Confirmed information using HIPPA guidelines and maintained a level of privacy for each customer's information obtained.

Palmetto G.B.A. Columbia, South Carolina

Customer Service Representative 5/2007 to 8/ 2012

Took 70 to 80 inbound calls from providers of Medicare to give them information on why submitted claims have denied and what can be adjusted to allow the claim to process.

Confirmed physician information according to HIPPA guidelines and assisted with verifying if Medicare coverage is allowed to pay.

Richland County District One Columbia, South Carolina

Substitute Teacher 5/2006 to 4/2007

• Through online database signed up to cover classes for absent instructors.

• Followed prepared lesson plan left by sitting teacher

• Substituted classes from kindergarten to 8th grade

Arby's Irmo, South Carolina

Shift Manager 6/2005 to 5/2006

Completed morning drops of previous day's deposit at established bank and completed count of inventory and waste in store.

Supervised the performance of daily duties and orders were prepared and handled to be served to customers in the dining room and drive thru.

Covered positions such as working the cash register or preparing orders to assist with maintaining the appropriate speed of service.

Gallman Personnel Columbia, South Carolina

Customer Service Representative 12/2004 to 5/2005

Placed at a temporary assignment to assist with preparing route packs for the drivers.

Completed required filing, tying and covering of answering the phones when needed.

Kelly's Services Columbia, South Carolina

Customer Service Specialist 01/2004 to 12/2004

During open enrollment of Medicare drug card enrollment took daily up to 100 calls a day to assist with verifying the appropriate drug card for customers using a knowledge base program.

During call verified HIPPA information and took list of drugs taken to verify appropriate plan that would suit caller.

Sent out information packets so customers can review several companies and make a choice on which to choose.

Education: South University Columbia, South Carolina

Associates in Business Management 2013

Enrolled in 2011 and completed courses in Accounting, Business Law, Economics and Management to complete required courses to complete associates and be competent in leading a staff and managing sales.

Eau Claire High School Columbia, South Carolina

Diploma 1992

Completed required classes at AP and AAP level to graduate in top 10% of class along with four years of junior naval ROTC where I graduated as the lieutenant commander of the unit. Participated in civil organizations called the Civinettes where we did community service and fund raising and also was a member of the debate team.

References: Available upon request

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