Client-Focused Call Center Professional
Resume:
Santia Jones
Opa-locka, FL *****
**********@*****.***
Professional Summary
Seasoned Customer Service professional with 11 years of experience, seeking a Call Center Agent role. Skilled in providing accurate information, resolving complex issues, and driving sales. Proven leadership abilities and a strong background in insurance verification, medical terminology, and customer relations. Willing to relocate to: Remote - United States
Work Experience
Customer Service Representative
Jencare, A ChenMed Compnay-Remote
June 2024 to February 2025
• Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
• Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
• Built rapport with customers through active listening, empathy, and personalized interactions
• Resolved complex customer complaints by investigating the root cause of the issue and implementing appropriate solutions
• Assisted customers in navigating company website, troubleshooting technical issues, and placing orders online
• Maintained detailed records of all customer interactions in CRM system for future reference and analysis
• Collaborated with cross-functional teams to escalate unresolved issues and ensure timely resolution for customers
• Participated in regular training sessions to stay updated on product features, policies, procedures, and industry trends
• Developed strong problem-solving skills through analyzing complex situations quickly while maintaining composure under pressure
Customer Service Representative
WPS Health Solutions-Remote
November 2023 to May 2024
• Deliver exceptional customer service by accurately addressing member inquiries and providing detailed information on benefit coverage and claim payments.
• Guide Tricare beneficiaries and providers through the process of claims management, ensuring thorough understanding and resolution of concerns.
• Facilitate provider support by verifying details, assisting with claim reprocessing, conducting medical reviews, and managing authorization requests.
Customer Service/Sales Representative
Alorica-Miami Lakes, FL
April 2023 to August 2023
• Successfully closed sales to both new and existing customers, contributing to revenue growth by focusing on customer needs and promoting DirecTV products.
• Engaged with key decision-makers through daily appointment-setting calls to facilitate sales opportunities and foster client relationships.
• Provided comprehensive education on DirecTV's products and services, ensuring customer understanding and satisfaction, while proficiently processing new sales orders within the order management system.
Customer Service/Sales Associate
Wawa-North Miami, FL
January 2021 to March 2023
• Delivered exceptional customer service, ensuring a positive shopping experience by addressing and resolving customer inquiries with professionalism.
• Managed financial transactions with accuracy, including handling cash and processing credit card payments, while maintaining a balanced cash drawer.
• Performed inventory tasks and food and beverage preparation, adhering to safety and hygiene standards to maintain product quality.
Customer Service Representative
Convey Health Solutions-Miramar, FL
September 2015 to August 2021
• Provided accurate billing information and insurance verification to members, addressing inquiries related to tax credits, co-pays, and deductibles.
• Assisted members with navigating the website for Over-the-Counter (OTC) product orders and supported them via web chat and email correspondence.
• Resolved queries regarding claims, payments, insurance, and benefits, utilizing knowledge of medical terminology and protocols.
• Demonstrated leadership capabilities in supervising team activities, conducting employee evaluations, and implementing motivational and corrective strategies. Customer Service/Sales Associate
Ross Dress For Less-North Miami, FL
March 2012 to October 2014
• Processed transactions with a high degree of accuracy, ensuring proper handling and security of all cash and payment media.
• Provided customer assistance, maintained the organization of the checkout area, and supported inventory management activities.
Education
Pharmacy, Pharmacy
Miami Lakes Educational Center - Miami Lakes, FL
June 2016
GED in General Education
Miami Lakes Educational Center - Miami Lakes, FL
March 2010
Skills
• Call Center Management
• Retail Sales
• Microsoft Powerpoint
• Computer Operation
• Call Center
• Microsoft Excel
• Hipaa
• Supervising Experience
• Food Preparation
• Medical Billing (5 Years)
• Order Entry
• Serving
• Organizational Skills
• Insurance Verification
• Customer Service
• Medical Office Experience
• DocuSign
• Phone Etiquette
• Live Chat
• Driving
• Medical Records
• Hospitality
• Merchandising
• Help Desk
• Food Service
• Recruiting
• Kitchen Experience
• Cash Handling
• Childcare
• Microsoft Office
• Cashiering
• Pos
• Management
• Typing
• Cash Register
• Time Management
• English
• Microsoft Outlook
• Clerical Experience
• Office Experience
• Medical Terminology (5 Years)
• Icd-10
• Fraud Prevention and Detection
• Patient Care
• Healthcare Management
• Communication Skills
• Food Handling
• Customer Support (5 Years)
• Quality Assurance
• CRM Software
• Medical Coding
• Basic Math
• Data Entry
Certifications and Licenses
Driver's License
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