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NICOLETTE A. JONES

lonelin@hotmalkcam * €: 412-***-**** + Pisburgh PA

PROFESSIONAL SUMMARY

Empathic and understanding Customer Service Representative with 15+ years of experience working with cstomers to

‘ensure they have o poslve experience. Abily Yo use my personality and sl to quickly conect with Individuals to assist

‘them at reaching the root cause of iste and providing them with solutions. Able to communicate well with both supervisors

cond fellow employees in « meaningful way, Fecited and collaborative under deadline presire

skins

+ Aatve Listening Time Management + Teaining & Instruction

© Service Orientation 1 Sodial Perceptveness © Viva! Cotaboration

+ Problemselving © Team Leadership 1+ MS Office Suite, Google Suite

EXPERIENCE

Billing Services

‘© Trouble shoot cable and internet equipment while upselling adalonal services Ike home and cell phone

Confer with estomers by telephone regarding bling and payment isues te establish solutions

© Record information about the fnnal stave of customers and sav of cllecton efforts

Locate ond monitor everdve aezounts wing computers and automated systems

1 Facitate the application of credits and debits to cstomer accounts

Customer Service Representative - Sales and Technology

‘© Trouble shoot cable and internet equipment while upselling adalional services Ike home and cell phone

+ De-escalation of frusrated cstomers to better ats the root causes oftheir ieues

© Contacted healthcare professionals for aistomers regarding treatments and medications.

Customer Service Representative - Medic

© Address inbound inquiries regarding medical benefits from patients as well as heath care professionals

1 Inform customers of benefit information to include why medical aims were peld or ejected,

© Contacted healthcare professionals for astomers regarding treatments and medications

© Processed medical Iurance claim forms.

WORK HISTORY

2007 - 2023 ‘Custonek ACCOUNT ECUTIVE Conesst rei, PA

2006 2007 TECHNICAL SUPPORT REPRESENTATIVE ECHOSTAR Mexeespoxr, PA

2001 - 2005 Custom Service RePaESENTATWE Micha PITsBuRo%, PA

[MILITARY SERVICE

UUNTED STATES At NATONAL GUARD

Supply Clerk -SPC/E4 Henorabl

‘+ Supervises operction of organizations performing supply and related sevice operations such os decontamination,

transportation, property dipasal, and commissary eperaions

1+ Served as point of contac af supply and services operations

EDUCATION

urn Hus HIGH SCHOOL, PITSWURGH, PA

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