Call Center Customer Service

JAIRUS JERNIGAN

Albany, GA *****

404-***-**** - **************@*****.***

PROFESSIONAL SUMMARY

Results-driven professional provides customers with tailored solutions to meet needs. Successfully establishes relationships with customers and delivers quality service. Agile individual with excellent communication and customer service skills. SKILLS

Documentation skills

Policy analysis

Documentation abilities

Account Management

Client Relations

Client Retention

CRM Software

WORK HISTORY

11/2016 to 05/2022 Call Center Supervisor

Teleperformance USA

Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement. Trained team members on performance metrics and consumer behavior identification.

Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.

Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.

06/2021 to Current Insurance Specialist

Americare CSS

Enhanced customer satisfaction by addressing insurance-related inquiries and resolving issues promptly.

Processed eligibility and benefits verification and authorization requests. Reduced claims processing time by effectively collaborating with adjusters, claimants, and internal departments.

Streamlined policy management by regularly updating client information and tracking policy changes.

07/2009 to 11/2016 Mentor Coordinator

Teleperformance

Collaborated with relevant departments to integrate mentoring components into existing organizational initiatives strategically. Streamlined the mentor-mentee matching process through thorough assessments and evaluations of both parties'' strengths and requirements. Established a strong support system for mentors by creating a resource library with relevant materials, tools, and guides.

Boosted retention rates in the mentoring program by addressing concerns promptly and providing additional resources when necessary. EDUCATION

05/2004 High School Diploma

Cedar Grove High School - Ellenwood, GA

LEADERSHIP EXPERIENCE

I VOLUNTEER WITH MY FAMILY TO THE LOCAL SALVATION ARMY EVERY YEAR. I ALSO HAVE 9 YEARS OF CALL CENTER AND COMMUNICATIONS EXPERIENCE. I'M ALSO SKILLED IN COACHING AND MANAGING OTHER INDIVIDUALS. ONE OF THE MOST

IMPERATIVE SKILLS ACQUIRED WHEN WORKING PREVIOUS JOBS IS NOT JUST MASTERING THE JOB BUT BEING ABLE TO WORK, MOTIVATE, AND PERSEVERE WITHIN THE JOB AS WELL.

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