Customer service and technical support
Resume:
Summary
Skills
Experience
Jamekka MeeMee Ross
Nashville, US 37209
*********@*******.***
Experienced Customer Service representative with Friendly Technical Support keen to help customers maximize product impact and usability. Amiably replies to all customer queries and consistently resolves client issues. Committed to improving user satisfaction numbers and supporting return patronage across all supported products. Mobile Device Repair
Problem Solving
Attention to Detail
Computer Diagnostics
Organizational Skills
Positive and Upbeat
Customer Communication and
Empathy
Tracking and Documentation
Collaborative Team Player
Remote Technical Support
Problem-Solving
Verbal and Written Communication
Highly Professional
Incoming Call Management
Technical Troubleshooting
Online Chat Support
Resolving Problems and Incidents
Software Release and Rollout
Interpersonal Skills
Hardware Evaluations
Customer Service Support
Customer Service
Teamwork and Collaboration
Active Listening
Time Management
Multitasking and Prioritization
WFH
Kronos
Ios
Mac os
Workday
Salesforce
Virtual assistant
Parts EBS
Java
SMC
CopS
Microsoft teams
Outlook
Amazon Connect
Drug scheduling guide
CRM
ESD
Rx home
August 2023
to
Current
Alorica /UHC Medicare and Retirement Nashville, TN Customer Experience Associate
Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Managed smooth and effective communication among physicians, patients, families and staff.
Updated customer information in CRM database daily to document latest interactions and activity.
Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Used proven techniques to de-escalate angry customers during telephone interactions.
Verified details with policyholders and requested additional information. Reviewed documentation and accounts to gain full picture. Assisted claimants, providers and clients with problems or questions regarding claims.
Maintained strict patient privacy and confidential patient information, taking care to meet HIPAA guidelines and statutes for data security. Managed high-volume of inbound and outbound customer calls. August 2022
to
May 2023
Accredo Health Group
Patient Care Advocate
I worked in the home infusion department for Accredo speciality pharmacy. I had to use the following systems RX Home, CRM, and the drug scheduling guide. I worked with dual computers navigating thru different systems to get the answer or resolve different issues and to complete task
I schedule the medications and would make sure they were shipped to correct addresses and doctors offices I also talked to nurses and doctors to verify benefits Co Pays, and co pay assistance programs
Promoted patient comfort by quickly responding to calls and handling diverse needs.
Documented information in patient charts and communicated status updates to interdisciplinary care team.
Developed strong and trusting rapport with patients to facilitate smooth, quality care.
Provided knowledgeable and compassionate service in response to patient questions and concerns.
Helped patients understand care, coverage and payment responsibilities and rights. Managed database of patient information and frequently used computerized systems to track details.
Explained policies, procedures and services to patients. Obtained informed consent and payment documentation from patients and filed in system.
Identified and reconciled issues and problems to drive patient satisfaction Organized timely and accurate referrals to help patients obtain health care services and access Care
Stayed current on community-based resources and services useful to patients. Analyzed accuracy and completeness of patient documents such as insurance claims, medical bills and legal paperwork.
Received patient inquiries or complaints and directed to appropriate medical staff members.
July 2019
to
January 2022
Kelly Services Nashville, TN
Technical Support Representative
Updated software versions with patches and new installations to close security loopholes and protect users
Documented customer complaints and inquiries for use in technical documentation and bug tracking
Identified opportunities to upsell technical products and services, boosting revenues to existing accounts
Managed customer system updates, informing clients of installation progress stages Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements
Streamlined operational efficiencies by providing timely computer diagnosis and repair
Informed senior leadership of product development issues discovered via technical support calls with customers
Utilized automated systems to manage and track customer inquiries through to completion.
July 2017
to
January 2020
Asurion Nashville, TN
Technical Support Representative
Assisted customers with various types of technical issues via email, live chat and telephone
Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements
Identified opportunities to upsell technical products and services, boosting revenues to existing accounts
Managed customer system updates, informing clients of installation progress stages Supported customers with online billing, access and account issues. March 2016
to
April 2017
Jiffy Lube Nashville, TN
Customer Service Associate Cashier
Operated cash register, collected payments and provided accurate change Helped customers find specific products, answered questions and offered product advice
Accepted cash and credit card payments, issued receipts and provided change Tracked company inventories, moved excess stock and arranged products to improve sales
Processed sales transactions to prevent long customer wait times. April 2014
to
January 2016
Tmoblie Nashville, TN
Customer Service Representative
Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices
Answered incoming telephone calls to provide store, products and services information
Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
Educated customers on special pricing opportunities and company offerings Asked probing questions to determine service needs and accurately input information into electronic systems
Documented customer correspondence in CRM to track requests, problems and solutions
Answered inbound calls, chats and emails to facilitate customer service Informed customers about billing procedures, processed payments and provided payment option setup assistance
Consulted with customers to resolve service and billing issues Upheld quality control policies and procedures to increase customer satisfaction Assisted customers with making payments or establishing payment plans to bring Education and Training
accounts current
Reviewed account and service histories to identify trends and resolve issues Set up and activated customer accounts
Upheld privacy and security requirements for customer information Escalated customer concerns, issues and requirements to supervisors for immediate rectification
Explained benefits, features and recommendations to maximize client retention Upsold products and services to address customer needs and maximize sales. June 2012
to
July 2013
Walmart Nashville, TN
Front Line Cashier
Addressed and resolved customer complaints with friendly and level-headed assistance
Handled cash, card, check, gift card and coupon transactions for customer purchases
Identified customer needs and promoted matching targets to enhance store revenue Kept register terminal area and store clean and orderly Learned roles of other departments to provide coverage and keep store operational Organized register supplies in front end and storage areas Performed cash count-out at end of each shift and addressed all queries from customers
Packed and bagged products according to customer preferences Placed merchandise in bags or boxes and gave packages to customers Kept check-out areas clean, organized and well-stocked to maintain attractive store Stayed up to date on current item discounts to support promotions. April 2004
to
August 2010
Taco Bell Nashville, TN
Team Leader
Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service
Mentored newly hired employees on machine operations and implemented training on safety procedures to prevent injuries
Allocated resources and organized processes within assigned area of responsibility to drive efficiency and productivity
Created and distributed monthly, quarterly and annual reports to management regarding performance
Assessed, motivated and empowered team members to work to build customer satisfaction and loyalty, to support retention and growth Kept work areas clean, neat and free of safety hazards to maximize efficiency Identified needs of customers promptly and efficiently Enforced company policies, answered coworkers' questions and trained new personnel
Integrated customer-centric advertising workflow methodology toward ad delivery initiative and drove profitability through cost-reducing strategies. May 2005 Whites Creek High School Whites Creek, TN, US High School Diploma
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