Senior Customer Service Specialist
Resume:
Jimmi Jenkins
Senior Customer Service Specialist
Houston, TX 77041
*************@*****.***
Seeking a rewardable position, that provides knowledge, experience and stability. With the opportunity to execute experience as a Senior Customer Service Specialist within a growing company with opportunity for advancement.
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Call Center Agent
Maximus - Houston, TX
April 2023 to Present
Inbound and outbound call center. Assisting veterans with scheduling appointments for Compensation and Pension.
• Properly authenticate each caller before verifying or releasing any information
• Place outgoing and receive incoming calls to and from Veterans regarding compensation and pension exams
• Verify and modify personal information
• Obtain scheduling availability and traveling availability of Veterans
• Confirm or reschedule appointments
• Properly modify changes and document information in OMS
• Forward calls to staff members in other departments
• Notify providers of cancellations for appointments scheduled within 72 hours from time of call
• Submit templates and other requests to various individuals and departments within the Agency
• Explain policies and procedures of VES and the VA to Veterans who are unfamiliar with our company. Explain the purpose of attending required exams, explain approximate time frames for returning reports/ documents to the VA, and explain the process for travel reimbursement
• Maintain maximum security implementing and enforcing HIPPA with medical providers, veterans, and VA employees
• Receive/submit power of attorney forms to diagnostics
• Sustain a low call time of 5 minutes or less per call
• Respond efficiently to web contacts and emails sent by veterans Care Coordinator
WNS Health Help - Houston, TX
October 2022 to March 2023
Customer care coordinator, assisting with initial reports in regards to workman's compensation claims. Received inbound calls, collection of demographic information, gathered detailed information pertaining to initiation of claim. Provided follow up instructions and provider availability per employers plan directives.
Chargeback Specialist II
FIS - Houston, TX
October 2019 to August 2022
• Remained current on Visa and MasterCard rules and regulations, federal and state regulations and internal procedures that affect chargeback dispute processing.
• Handled all aspects of the dispute process in compliance with Visa/MasterCard, federal and state rules and regulations.
• Review, research and initiate the resolution of dispute inquiries from cardholders, financial institutions, merchants and internal departments.
• Ensures compliance with all federal and state regulations in resolving billing errors.
• Responds to all telephone inquiries from cardholders, financial institutions and merchants regarding disputes.
• Handles/resolves non-posted items, retrieval projects and authorization chargeback’s.
• Meets the standards and requirements of the job, such as quality standards and adherence to schedule.
• Complete other assigned task as needed.
• Knowledge of Visa/MasterCard operating rules and regulations and federal and state regulations
• Knowledge of processes and procedures that affect credit, debit and pre-paid debit dispute processing
• Effectively demonstrates excellent customer service skills that build high levels of customer satisfaction
• Effective professional verbal and written communication skills
• Computer navigation and operation skills
• Detail-oriented with good organizational skills
• Capability to manage multiple tasks
• Capability to work both independently and in a team environment Sales Associate
Kohl's - Houston, TX
April 2019 to December 2020
• Ensure high levels of customer satisfaction through excellent sales service
• Assess customers needs and provide assistance and information on product features
• Welcome customers to the store and answer their queries
• Follow and achieve department’s sales goals on a monthly, quarterly and yearly basis
• “Go the extra mile” to drive sales
• Maintain in-stock and presentable condition assigned area
• Remain knowledgeable on products offered and discuss available options
• Process POS (point of sale) purchases
• Cross sell products
• Handle returns of merchandise
• Team up with co-workers to ensure proper customer service
• Build productive trust relationships with customers
• Comply with inventory control procedures
• Cash handling
Stay at Home Mother
Home - Houston, TX
October 2018 to April 2019
Currently a stay at home mother, readily available for work as a customer service representative. Customer Service Analyst
Paladin Consulting, Inc - Houston, TX
October 2017 to October 2018
Customer service representative for a prominent oil and gas company in Houston, Texas. As a customer service representative in an in-bound call center environment, I assisted callers in a timely and professional manner. Provide assistance with invoice payment inquires and payment status. Research company databases and provide accurate information on oil production profits as well as revenue payments. Accounts payable and receivables.
Customer Service Representative
Aetna - Houston, TX
July 2016 to September 2017
As a customer service representative, Received inbound calls from Medicare recipients who were 65 or older and or disabled. Assisted with insurance benefit information, Informed members of coverage information, Copayment information and also provided information on claims processes. Customer Service Representative
Harris county Toll Road Authority - Houston, TX
January 2015 to June 2016
Responsibilities
Receives inbound phone calls in call center environment, Assisting with customers calling in reference to EZ tag services and procedures. Provides exemplary customer service while performing multiple tasks while utilizing several different computer software. Payment and order processing. Sales Associate, Cashier
Old Navy (Gap Inc) - Houston, TX
November 2015 to February 2016
Responsibilities
Greeted and assisted customers in a timely and professional manner. In store sales. Product placement and sales. Cash handling. Store up keep.
Skills Used
Customer service
Customer Service Representative/ Member Service Advisor Medix Staffing/HealthSpring - Houston, TX
April 2013 to December 2015
Responsibilities
Received inbound calls advising members of benefits available to them. Assisted with benefit elections. Answered and resolved questions and concerns surrounding benefits. Processed claims and provided claim status. Conducted outbound calls performing follow-ups with members in regards to benefits and claims.
Student/Stay at home mother
N/A
June 2011 to April 2013
Stay at home mother, while pursing Associates degree at local community college Education
High school or equivalent
Cypress Ridge High School - Houston, TX
August 2002 to May 2005
Lone Star College System
January 2013
Skills
• Types 50 words per minute Knowlegeable of entire Microsoft Office: Word, Power Point, Excel, Access, and Outlook. Over nine years experience in Customer Service Excellent verbal and written communication skills Very lively and energetic personality Hard worker and very dependable Committed to all job performances at the highest quality (10+ years)
• Customer Service (10+ years)
• Desktop Support
• Client Service
• Order Fulfillment
• CSR
• Help Desk
• Databases
• Network Support
• Active Directory
• Accounts Payable
• Microsoft Windows
• Account Management
• Microsoft Excel (10+ years)
• Microsoft Word
• Operating Systems (10+ years)
• Communication skills
• Organizational skills
• Sales (10+ years)
• Call center (10+ years)
• Customer service (10+ years)
• Typing (10+ years)
• Sales
• Accounts receivable (2 years)
• Windows
• Accounts payable (2 years)
• Account management
• Operating systems (10+ years)
• Clerical experience
• Cash handling (10+ years)
• Cold calling
• Research
• Computer networking
• POS
• Help desk
• Desktop support (10+ years)
• Databases
• Active Directory
• Oil & gas (2 years)
• Order fulfillment
• Cash register (10+ years)
• Network support
Assessments
Work style: Reliability — Proficient
July 2022
Tendency to be reliable, dependable, and act with integrity at work Full results: Proficient
Sales skills — Proficient
July 2022
Influencing and negotiating with customers
Full results: Proficient
Attention to detail — Proficient
July 2022
Identifying differences in materials, following instructions, and detecting details among distracting information
Full results: Proficient
Customer focus & orientation — Proficient
July 2022
Responding to customer situations with sensitivity Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Additional Information
Skills:
Types 50-55 words per minute
Knowledgeable of entire Microsoft Office: Word, Power Point, Excel, Access, and Outlook Ten plus years experience in Customer Service
Excellent verbal and written communication skills
Very lively and energetic personality
Hard worker and very dependable
Committed to all job performances at the highest quality
Contact this candidate