Chloe Jones
Atlanta,GA
Summary
Results-driven Tier II Customer Service Representative promoting warm, inviting service for increased customer satisfaction and business retention. Thrives in fast-paced environments, ready to improve internal processes for easier cross-functional support. Team player happy to offer new employees advice on best practices for managing demanding workloads without sacrificing service quality.
Overview
12
12
years of professional experience
Work History
Tier II Customer Support Representative
Greenlight Financial Technology
2020.02 - 2023.05
- Developed and maintained positive customer relations and coordinated with other departments within the company to ensure customer requests and questions are handled appropriately and in a timely manner
- Provided exceptional customer service to customers, primarily over the phone, text, and email (average 30-60 interactions per day), while guiding customers to the best financial options for them and their families
- Analyzed internal policies and processes between Risk Management and leadership to protect company assets
- Executed daily customer support operations using Zendesk, Commander, Mixpanel, CST and other
- CRM platforms
- Leveraged strong communication skills and the ability to navigate through multiple systems to research information quickly and efficiently
- Maintained KPI ( Key performance Indicators) at desired levels relative to productivity and and quality
- Reviewed transactions to monitor potential fraud activity and empowered to take action to prevent the activity
- Through demonstrated effective listening, can analyze customer problems and provide information and solutions in a timely and efficient manner
- Scheduled supervisor callbacks for technical and customer service concerns that have been escalated for further review to save customer accounts
- Promoted to a lead position after demonstrating the necessary skills to lead a group of peers in the
- CS department
- Reactivated accounts that have been deactivated for failure to provide necessary verification documentation
Certified Medication Technician
KingsBridge Retirement Center
2018.11 - 2020.02
- Knowledgeable of practices and procedures as well as the laws, regulations, and guidelines governing functions in the post acute care facility
- Provided highest degree of quality care and services by administering medication and treatments in a safe and organized manner
- Responsible for maintenance of electronic medical records, assuring accuracy, completeness and compliance with regulations, certification standards, legal and ethical standards
- Maintained confidentiality of all patient information while following HIPAA guidelines and regulations
- Monitored and advised a group of 4 Certified Nurse Assistants on multiple shifts to ensure quality treatment for patients
- Accurately and safely prepare, administer, store, and document the oral and/or topical medications that are commonly used in the facility as well as those which may be ordered by the attending physician
- Adhered to each resident’s Negotiated Service Plan and notify the Wellness Director, MOD, and/or the
- Executive Director of any changes in resident condition
Certified Nurse Assistant
Caduceus Staffing/ FEMA
2015.02 - 2018.10
- Coordinated FEMA application appointments for displaced patients recovering after a natural disaster in the U.S Virgin Islands
- Scheduled outpatient and dialysis patients with transportation and residency
- Provided direct patient care for assigned patients under direct supervision of a licensed Nurse
- Ensured that all medication documentation is current and correct, including medication administration forms, physician orders, change of dosages, written orders, etc
- Ensured the medication carts and medication room is completely stocked with all required continuous,
- PRN, Over-the-Counter (OTC), and other medications as ordered by the physician and allowed under
- Regulations
- Obtained and documents necessary pre- and post-treatment vital signs and weight for each dialysis patient
Credit Restoration Specialist
National Credit Educational Services
2011.05 - 2015.01
- Boosted sales revenue by skillfully promoting diverse credit restoration to potential customers
- Guided customers toward upward credit mobility through good financial choices
- Responsible for reviewing and processing over 25 accounts per day while maintaining strict confidentiality of all financial information
- Identifying and communicating trends from customer feedback, and making recommendations about how to improve our service
- Worked efficiently and effectively, both as a team and independently, documenting request outcomes for accurate tracking and analysis
- Communicated with customers directly over the phone or email to identify potential fraud
- Handled a variety of credit transactions, processed customer payments, provided extensions and/or makes payment arrangements in accordance with Company policy
- Maintained records of contacts and attempted contacts with customers as well as records of any payments collected from customer.
Education
High School Diploma -
Lithia Springs Comprehensive High School
Certified Medication Technician -
Assured & Associates
2018
Certified Nurse Assistant -
Assured & Associates
2009
Skills
- Google Docs
- Collaborative Environments
- Customer Communication and Empathy
- Creative Issue Resolution
- Troubleshooting Network Issues
- Issue and Resolution Tracking
- Inbound Call Answering
- Collaborative Team Player
- Feature Activation
Timeline
Tier II Customer Support Representative
Greenlight Financial Technology
2020.02 - 2023.05
Certified Medication Technician
KingsBridge Retirement Center
2018.11 - 2020.02
Certified Nurse Assistant
Caduceus Staffing/ FEMA
2015.02 - 2018.10
Credit Restoration Specialist
National Credit Educational Services
2011.05 - 2015.01
High School Diploma -
Lithia Springs Comprehensive High School
Certified Medication Technician -
Assured & Associates
Certified Nurse Assistant -
Assured & Associates
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