ANGEL JONES
Philadelphia,Pennsylvania
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
4
4
years of professional experience
Work History
Customer Service Advocate
CVS Aetna
10.2023 - Current
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
- Enhanced customer satisfaction by efficiently addressing and resolving Medicare-related inquiries.
- Managed a high volume of inbound calls, adeptly navigating multiple systems while maintaining focus on customer needs.
- Provided exceptional support to Medicare beneficiaries, guiding them through coverage options and plan details.
- Worked productively in fast-moving work environment to process large volumes of claims.
- Followed up with customers on unresolved issues.
- Analyzed and addressed escalated claims to resolve issues quickly.
- Researched and analyzed complex claims to determine next steps and possible outcomes.
- Prepared and presented detailed reports to management on claims issues to aid in decision making.
HOSTESS
Hard Rock Cafè
01.2023 - 04.2023
- Answered phone calls, made reservations and greet and seat customers with a positive attitude
- Calculated estimated wait times based on length of wait list, available tables and workload of staff and communicate clearly to customers in a kind manner
- Checked in with servers before seating a new table in their section
- Assisted servers when needed.
- Answered customer questions about hours, seating, and menu information.
- Demonstrated strong multitasking skills, balancing responsibilities such as answering phone calls, greeting guests, and updating reservation logs simultaneously.
- Greeted customers warmly upon arrival and provided friendly and warm presence throughout dining experience.
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Handled high-pressure situations with composure, effectively managing large parties or unexpected events during busy shifts.
HOSTESS
Victory Brewing Company
09.2022 - 10.2022
- Greeted customers in a courteous manner
- Seated customers and ensured that they were comfortable
- Operated retail merchandise
- Assisted with maintaining the cleanliness of the bathrooms in line with the company standards
- Answered phone calls customers regarding concerns and questions.
PRODUCE CLERK
Acme
12.2021 - 07.2022
- Assisted Customers in locating desired merchandise
- Cut fresh produce daily and maintained cleanliness
- Trained employees in inventory and merchandise techniques
- Using scanning device to keep stock of items on shelves
- Answered phone calls regarding customers, questions, and concerns about item products
- Taking customer orders for veggie platters and fruit platters daily
- Used computer technology to update any inventory or fix issues.
- Enhanced product quality by regularly inspecting, rotating, and culling fresh fruits and vegetables.
- Maintained safe, neat, and clean working environment and closely monitored for wet floors or other hazards.
- Checked for outdated and overripe grocery items and removed from inventory.
- Received and unloaded new items upon delivery and checked products for damage and order accuracy.
AMAZON WAREHOUSE ASSOCIATE
Amazon Fresh Warehouse
08.2020 - 08.2021
- Received is stocked items and recorded data manually or using computer
- Packed and unpacked items to be stocked on shelves in warehouse
- Verified inventory computations by comparing them to physical counts of stocked items
- Kept record of damaged stock
- Labeled and packed products for delivery to customers
- Picked and packed in a timely fashion for customers orders to go out and be delivered.
Education
HIGH SCHOOL DIPLOMA - SCIENCE, AUDIO ENGINEERING
Agora Cyber Charter School
Skills
- Problem solving
- Time management
- Leadership
- Communication
- Team Work
- Multi-Line Phone Talent
- Call Center Customer Service
- Call center experience
- Administrative Support
- Problem-solving abilities
- Complaint Handling
- Computer Proficiency
- Escalation management
- Typing Speed
- Insurance Claims Review
- Claims Investigation
- Time Management
- Medical terminology knowledge
- Patient confidentiality
State
Pennsylvania
City
Philadelphia
Timeline
Customer Service Advocate
CVS Aetna
10.2023 - Current
HOSTESS
Hard Rock Cafè
01.2023 - 04.2023
HOSTESS
Victory Brewing Company
09.2022 - 10.2022
PRODUCE CLERK
Acme
12.2021 - 07.2022
AMAZON WAREHOUSE ASSOCIATE
Amazon Fresh Warehouse
08.2020 - 08.2021
HIGH SCHOOL DIPLOMA - SCIENCE, AUDIO ENGINEERING
Agora Cyber Charter School