Jena Ducksworth

**** ******** ***** *********** **. 39401

601-***-****

adzppn@r.postjobfree.com

Work Experience

Maximus Call Center

**/**/**** ** */25/2021

Customer Service Representative I

Responded to customer inquiries received by telephone, Interactive Voice Response (IVR), or web-based portal regarding information on programs and services Assisted clients with the enrollment process. Followed standard operating procedures to ensure consistency and accuracy. Addressed customer inquiries and resolve problems to ensure that appropriate changes are made. Referred unresolved customer grievances to designated departments for further investigation. Communicated with my supervisor regarding any potential needs or concerns. Performed data entry accurately.

Maximus Call Center

Acting Trainer

8/25/2021-2/7/2022

I conducted classes for Contact Center Customer Service Representatives for both Medicare and Marketplace. Conducted Support Staff training and Supervisory Learning Labs to ensure Supervisors have knowledge of operational changes. I Supervised and reported on progress of trainees and personnel during training period, nesting and while on the floor. Demonstrated success in a training classroom setting sensitively dealing with a variety of learning styles, sometimes online through webex also. Attended conference calls and meetings, as needed. Facilitated learning labs and skill building activities with teams that have been identified as low performers. Provided follow-up coaching about job performance and quality assurance to new employees after training; Coach new hires to improve performance and prevent termination. Maximus Call Center

2/6/2022-Present

Acting Supervisor

Supervising the work of customer service representatives to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed. Discuss job performance concerns with employees to identify causes and issues. I work closely with management and Human Resources on resolving problems. I participate in meetings. I approve and correct timecards as needed. I also provided follow-up coaching about job performance improve performance and prevent termination.

EDUCATION

University of Phoenix Online

Graduated 9/29/2020

High School- Mount Olive High School

Graduated 5/21/2001

Skills

Customer Service

Data Entry

Microsoft Word

Word

Time Management

Excel

CRM Software

Leadership Experience

Human Resource

Medical Billing

Active Directory

Public Speaking

Training and Development

References:

James Kirk 601-***-****

Kayla Jones 601-***-****

Marlene Long 217-***-****

Contact this candidate