Customer Service Technical Support
Resume:
S H A N SJE I N A J O N E S
E D W A R D S
C O N T A C T
**************@*****.***
**** ******* *** ********, **.
30058
COMPLETED OVER 200 COURSES IN
CUSTOMER SERVICE SKILLS,
IT/TECHNICAL SUPPORT, CONFLICT
MANAGEMENT, AND EMOTIONAL
INTELLIGENCE.
E D U C A T I O N
S K I L L S
Customer Service Excellence
Conflict Resolution & Emotional Intelligence
Time Management & Organization
Active Listening & Clear Communication
IT/Technical Support & Problem Solving
Personnel & Human Resources Management
English: Fluent
Spanish: Intermediate
L A N G U A G E S
P R O F I L E S U MMARY
Motivated and results-driven professional with a strong background in customer service, operational management, and leadership. Adept at prioritizing tasks, solving complex problems, and fostering positive interactions. Passionate about continuous learning and professional growth.
WORK E X P E R I E N C E
ResultsCX 2023-2025
PSO AGENT-MEMBERS CARE
ACD DIRECT 2021-2023
call center representatives
ENGAGE CX 2020 - 2023
Medicare Fronter Specialist
ResultsCX (Sep 2023 – Present)
Provide preventive care education to members.
Schedule appointments and assist with insurance benefits and coverage.
Answering incoming calls and responding to customer inquiries. Managing complaints and troubleshooting customer service issues.
Assisting callers with online and phone donations. Documenting call information and escalating issues when necessary.
Engage with inbound Medicare recipients interested in exploring available plans.
Gather information and assess the caller's interest in Medicare plans.
Pre-qualify callers and transfer them to licensed Medicare agents. Maintain professionalism and follow standardized scripts.
Contact this candidate