Customer Service Agent
Resume:
JENNIFER JONES
*********@*****.***
Shreveport, LA
EDUCATION
Emergency Medical Technician
Southern University
Shreveport, LA
Diploma - May 2017
Medical Billing and Coding
Virginia College
Bossier, LA
Diploma - September 2015
QUALIFICATIONS
Customer service
Sales
MLN Certifications for Medicare
BLS certification
ICD-9-10, CPT, HCPCS
Microsoft Office 365: Outlook,
Excel, Word and PowerPoint
PERSONAL PROFILE
Desire to succeed
Collaborative
Communication
Competitive Mindset
Motivated and driven
Strong work ethic
Work well under pressure
Detail-oriented
Reliable
SUMMARY
Driven, service-minded professional with several years of experience providing excellent service to customers in busy, high- quality establishments. Recognized for delivering and leading others in service excellence through proactively anticipating and responding to customer needs. Accomplished salesperson with creative revenue generation ideas, capable of consistently exceeding sales goals. Brings forth a strong work ethic and motivated attitude with the ability to multi-task and work well under pressure. Customer Service Agent CenterPoint Energy Oct 2021 - Present
Ability to use independent judgement to prioritize work to meet goals (Quality, Service Level and calls per hour).
Voice of the Customer (VOC): 4.17 average
Quality Assurance: 100%
HSP South Close Ratio: 25.75% average
Responsible for billing inquiries, initiating transfers, canceling service, creating new accounts, processing service orders for outages, down power lines and tree trimming requests.
Achieved good customer relations by encouraging AMB (Average Monthly Billing) and GFR (Flat Rate billing).
Selected for multi-skilling: OCS (Online Customer Service), Commercial, Electric, Southern Gas Operations and Minnesota Gas Operations
EXPERIENCE
Customer Service Agent General Dynamics Sept 2021 – Oct 2021
Take approximately 60-80 calls daily
Respond to customer concerns and complaints
Assist with scheduling appointments for biometrics
Assist with updating information such as address, and last name
Provide information on benefits and how to apply and where to submit and check status
Patient Care Tech Fresenius Kidney Care Jan 2019 – Sept 2019
Record patient vital signs, height and weight pre/post treatment
Measure and adjust blood flow rates according to protocols
Calculate and adjust ultra-filtration rates according to patient needs
Prepare and maintain dialysis machines for therapy; maintain dialyzer records
Comply with dialysis water treatment and dialysis delivery systems procedures
Administered basic CPR measures during cardiac and pulmonary arrest
Jennifer Jones – Page 2
Emergency Medical Responder Balentine Ambulance Service June 2018 – Jan 2019
Provide first-aid treatment, such as bandaging wounds
Provide life support care, such as cardiopulmonary resuscitation (CPR), when needed
Assess a patient’s conditions and provide initial treatment
Determine whether a patient needs to go an ER or a trauma center
Work 12-hour shifts, sometimes staying on call for 24 hours EXPERIENCE - CONTINUED
Cashier Harbor Freight May 2012 – Jul 2018
Train new employees on cash register operation, stock procedures and customer service
Greet customers and deliver high levels of service and support; assess customer needs and upsell products
Answer phones to deal with questions and complaints Agent Teleperformance Dec 2013 – Sept 2016
Answer calls and respond to emails while handling customer’s inquiries both telephonically and by email
Research required information using available resources
Obtain and enter accurate demographic information into system (address, telephone number, name of insurance or self-pay status). Providing physician or hospital referrals
Schedule appointments for patients; verify and explain benefits, premiums and billing
Contact this candidate