Service Representative Center Agent
Resume:
Jasmin Williams
**** ****** ****** **. ******** Texas,77406
adwsq1@r.postjobfree.com
OBJECTIVE:
Seeking a position using my extensive knowledge and successful experience within the Customer service Industry.
A good, empathetic listener
Passionate about customer Service
Able To think Quick on my feet.
An excellent communicator clearly both verbally, and
in writing.
Enthusiastic about learning.
Extensive experience in the Healthcare sector ranging from clinical care to administrative responsibility.
Self-motivated, efficient, resourceful and reliable under pressure.
Excellent communication and interpersonal skills.
Confident and poised in interactions with individuals at all levels.
Detail oriented and resourceful in the completion of tasks with ability to multi-task effectively.
Demonstrated ability to function effectively as a team player as well as working independently to achieve objectives.
Possess strong problem resolution skills.
Dedicated individual achieving a reputation for consistently going beyond what is required.
Very enthusiastic, easy going, a team worker with good spirit, dependable, reliable.
Maintains a calm demeanor during stressful situations.
Strong ability to work on weekends, holidays and overtime if necessary
Communicates professionally with others through verbal, non-verbal or written communication.
Knowledgeable of medical terminology
PROFESSIONAL EXPERIENCE:
Post: Customer Care Representative
Organization Elevance Health
Duration October 2022 to March 2023
PROFESSIONAL EXPERIENCE:
Handled member service calls.
Provided excellent customer service and demonstrate a passion for helping others
Handled sensitive information with care and professionalism
Responded to internal and external customer questions via telephone and written correspondence
regarding insurance benefits, provider contracts, eligibility and claims
Analyzed problems and provide information/solutions
Operated a PC/image station to obtain and extract information; documents information, activities
and changes in the database
Thoroughly documented inquiry outcomes for accurate tracking and analysis
Developed and maintained positive customer relations and coordinated with various functions
within the company to ensure customer requests and questions are handled appropriately and in a
timely manner
Researched and analyzed data to address operational challenges and customer service issues
PROFESSIONAL EXPERIENCE:
Post: CX Agent
Organization: Anywhere Works
Duration: February 2022- October 2022
Roles and Responsibilities:
Act as human answering service outside or during business hours for a variety of businesses
Transferred calls.
Schedule or cancel appointments.
Received and relayed incoming and outgoing calls
PROFESSIONAL EXPERIENCE:
Post: Benefits and Eligibility Representative
Organization: Accenture / Massachusetts Health Connector
Duration: September 2021- February 2022
Roles and Responsibilities:
Interview those requesting benefits; help them complete eligibility forms and submit required verifications in order to obtain and validate demographic and financial information.
Evaluate submitted documents from those individuals under age 65 living in the community to insure accuracy and completeness and to support the initial and continued determination of eligibility for programs administered by MassHealth Operations (MHO).
Contact applicants to obtain information not listed on eligibility forms, contact collateral sources of information, and determine immigrant status.
Review electronic documents, updated demographic, financial, and background data for member eligibility updates and make necessary corrections.
Reconcile MHO case information with information from other agencies and sources to verify
continued eligibility for benefits.
Respond to member inquiries and provide information regarding eligibility requirements.
Explain appeal rights, eligibility rules, and procedures to customers, applicants, attorneys,
advocates, providers, public officials, external agencies, the public or other parties.
Represent agency at hearings by preparing and delivering explanations of eligibility determinations
PROFESSIONAL EXPERIENCE:
Post: Benefits Specialist:
Organization: Accenture / State of Michigan Unemployment
Duration: January 2021 – September 2021
Roles and Responsibilities:
Handled incoming calls from State of Michigan Unemployment customers answering and resolving issues on unemployment Cases
Provided confidential information to caller only after properly authenticating caller in accordance to set policy and procedures.
Handled escalated issues very well and worked to diffuse situations to ensure customer satisfaction
Demonstrated appropriate and professional phone skills, exhibited composure and patience at all times
Analyze individual case information by reviewing data accessed through the PC, from documented telephone calls or document images, to determine if the facts warrant a response.
Initiate timely telephone calls, faxes or emails to customers, completed by co-workers, to obtain, document or pass along needed information.
Worked as a team with our Unemployment Insurance Consultants to ensure accurate and necessary information retrieved from customers is documented clearly and thoroughly into our database.
Investigated and resolves state agency concerns with supervisor, other departments and/or State Relationship Managers in a timely manner.
PROFESSIONAL EXPERIENCE:
Post: Customer Service Representative
Organization: TTEC/ Bank Of America
Duration: March 2020 – December 2021
Roles and Responsibilities:
Handled incoming calls from [Bank Of America ] customers answering and resolving issues on checking accounts
Provided confidential information to caller only after properly authenticating caller in accordance to set policy and procedures
Handled escalated issues very well and worked to diffuse situations to ensure customer satisfaction
Demonstrated appropriate and professional phone skills, exhibited composure and patience at all times
Maintained a 93% schedule adherence.
assisted 100+ Bank customers with personal account inquiries.
Assessed customer accounts and advised them on services and products for banking needs.
Resolved customer questions and complaints and gave information on policies and regulations.
Introduced customers to personal bankers and other departments about products and services.
Excelled in meeting and exceeding daily goals
PROFESSIONAL EXPERIENCE:
Post: Childcare Director
Organization: Serenity Christian Academy
Duration: June 2015 – March 2020
Roles and Responsibilities:
Supervised preschool teachers and childcare workers
Hire and train new staff members
Provided training and professional development opportunities for staff
Establish policies and communicate them to staff and parents
Develop educational programs and set educational standards
Help staff resolve conflicts between children
Assist staff in communicating with parents
Meet with parents and staff to discuss students’ progress
Establish budgets and set fees for programs
Ensure facilities are maintained and cleaned according to state regulations
Manage inbound and outbound customer calls in a timely manner
Identify customers’ needs and wants, give your best to clarify information
Research every issue and provide solutions to them
Recognize opportunities to upsell our products and services
Follow our company's communication “scripts”
Keep records of all conversations in our call center database in a comprehensible way
When assigned, attend educational seminars
Build strong relationships with customers
Follow our customer engagement strategy
Meet qualitative and quantitative targets
PROFESSIONAL EXPERIENCE:
Post: Patient Care Assistant
Organization: The Methodist Hospital Duration:
September 2008 – June 2015
Roles and Responsibilities:
Provided nursing and nursing related services to patients.
Maintained homelike environment for the patients.
Protected and promoted patients. rights and assisted the person to maintain independence.
Provided routine care to the patients.
Reported to the nurse the status of patient by spending maximum time in the room with the patient.
Maintained the unit neat and clean.
Obtained specimens, weights, and vital signs of patients.
Assist with bathing, grooming, oral hygiene
Bedside glucose monitoring and reporting
Accurately document and recorded intake and output
PROFESSIONAL EXPERIENCE:
Post: Call Center Agent
Organization: Convergys
Duration: June 2003 – September 2008
Roles and Responsibilities:
Answer incoming calls and respond to customer’s emails
Management and resolve customer complaints
Sell products and place customer orders in the computer system
Identify and escalate issues to supervisors
Provide product and service information to customers
Research required information using available resources
Research, identify, and resolve customer complaints using applicable software
Process orders, forms, and application
Route calls to appropriate resources
Document all call information according to standard operating procedures
Recognize, document, and alert the management team of trends in customer calls
Follow up customer calls where necessary
Upsell products and services
Complete call logs and reports
Other duties as assigned
Education
Texas Success Academy- High School Diploma
Houston Community College -2006 -2009
Ashworth College -Still attend
DFPS Licensed Childcare Administer
Contact this candidate