Customer Service Representative

Heaven Jones

Fort Worth, TX *****

**********@*****.***

Outstanding communication and data tracking analysis skills offering several years of customer communication experience. Successful at prioritizing tasks, maintaining organization and quality performance . Accustomed to balancing high-volume inquiries along with maintaining a productive workflow. Identified and known for demonstrating initiative, process improvements and procedural adherence in line with company and client objectives. Personable and enthusiastic customer rapport while delivering excellence in all facets of customer resolution and administrative support. Offering honed competencies in reliability, decision skill and capacity for development. Taking the initiative of prioritizing being punctual. Maintaining a reassuring and upbeat demeanor with strong repor abilities. Have assertive and positive approach to difficult situations.Dedicated to offering exceptional assistance to team members and clients. I have a strong work ethic and multitasking capabilities with adaptation and resilience. Thrive in consistent pace environments when working as an individual or team. Customer Service Representative

HUB International- Irving, TX August 2023 to Present As Customer Service Representative my role was to provide liaison support for customers.Keep accurate records of all interactions, including customer names, addresses, loan details and insurance policies. Responsible for analyzing and accurately keying insurance documentation and loan related forms into a loan tracking system; analyzing and processing complex lender data reports; utilizing an imaging system; meeting daily production standards, goals and service commitments. This position also requires an excellent working knowledge of a Windows computer environment, Excel and the ability to grasp the workings of numerous insurance tracking system reports.

Administrative Assisant

CMR Construction & Roofing - April 2023 to August 2023 Directed incoming calls to internal personnel and departments, routing to best-qualified department.

Provided clerical support to 10 company employees by copying, faxing and filing documents. Received and routed business correspondence to correct departments and staff members. Answered 30-70 incoming calls daily to resolve Housing and Billing issues and schedule appointments.

Routed incoming mail and messages to relevant personnel without delay. Resolved customer problems and complaints by Resolving and redirecting. Sorted, received and distributed mail correspondence between departments and personnel. Answered incoming calls on high-volume, multi-line phone switchboard and pleasantly transferred callers

to appropriate personnel.

Coordinated travel accommodations for staff and out-of-town visitors, including vouchers, agendas and

transportation.

Operated multi-line telephone system to independently handle over 20 calls each day. Kept records in excel or housing system to maintain Personal and housing data by entering and updating

information.

Kept reception area clean and neat to give visitors positive first impression. Balanced Housing availability, customer schedules and maximum load levels when scheduling appointments.

Welcomed all customers with friendly greeting, answered general questions, gathered nature of visit and

directed to specific offices.

Collected, sorted, distributed and sent mail and packages. Supported various administrative duties by proofreading, transcribing and invoicing. Oversaw inventory activities, including materials monitoring, ordering or requisition and supply stocking

or re-stocking.

Corresponded with clients through email, telephone or postal mail

.

Scheduling Coordinator

CMR Construction & Roofing - Fort Worth, TX October 2022 to April 2023 A Scheduling Coordinator with a strong background in customer service and administrative support . I am detail-oriented and thrive in fast-paced environments. In my previous role, I was responsible for scheduling appointments for sales reps and roof inspectors to visit homeowners regarding roof replacements, inspections and repairs. Coordinating meetings with fellow colleagues regarding feedback on new systems and managing company spreadsheets for scheduling.

Procurement Analyst

Ceris Corvel - Fort Worth, TX September 2021 to October 2022 As a Procurement Analyst I responsible for obtaining needed medical information such as itemizations or medical records required to render a claim process-able for various Enhanced Bill Review Programs. I am also responsible for ensuring all documentation received is complete and accurate via utilization of Quality Assurance protocols in place. On a day to day basis I communicate with respective Lead/ Supervisor or Manager on any issues or problems if needed. 80-85% of my days shift is spent on contacting various providers to request needed information. (Outbound calls) as well as outbound email or fax requests. Throughout all of this i must maintain HIPAA compliance in all aspects of communications. Customer Service Representative

Cornerstone - Fort Worth, TX October 2020 to July 2021 Call Center Opportunities Major Cell Phone Retailer in the Fort Worth area. Required to handle calls and chats on a daily basis from store personnel to assist with resolution on issues in the order process flow. Also required to reach out to carriers as needed to ensure orders are completed in a timely manner and guests have a positive purchasing experience. Handling inbound calls from retail store personnel to resolve issues related to activation issues. These issues may involve incorrect pricing, system slowness or carrier system down times. Candidates must have strong computer knowledge; ability to toggle between multiple screens while assisting customers on the phone. Identify and escalate priority issues to ensure guest satisfaction

Education

2 years in Psychology

Texas Woman's University Denton - Denton, TX

August 2017 to May 2019

Customer and Client Relations skill

Multi-Line Telephone Systems Memorization

Recall Strategic Planning

31 wpm

Professional demeanor

Database administration

Verbal and written communication documentation

Reporting Project organization

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