Christian Jones
Saint Cloud,FL
Summary
Customer service expert with a proven track record in fast-paced environments, specializing in claims adjudication, IT troubleshooting, e-commerce support, and de-escalation. Known for exceeding quality metrics and delivering exceptional service through empathy, efficiency, and strong technical acumen. Adept at managing high call volumes while maintaining a detail-oriented, customer-first approach.
Overview
1
1
year of professional experience
Work History
Member Service Representative
Alegeus Technologies
Maitland, FL
11.2024 - Current
- Provide high-quality support for healthcare and benefits services in a fast-paced call center setting, managing 25+ inbound and outbound calls daily
- Accurately adjudicate complex medical claims, ensuring compliance with HIPAA and internal protocols
- Deliver technical support for digital platforms and payment systems, resolving login issues, system errors, and access concerns
- Manage card servicing inquiries, including account activations, fraud claims, balance investigations, and replacements
- De-escalate high-stress member interactions with empathy, professionalism, and solution-driven communication
- Collaborate cross-functionally with claims, IT, and compliance departments to ensure efficient and accurate issue resolution
- Maintain meticulous documentation in CRM systems, improving follow-up efficiency and reducing repeat issues
- Consistently surpass customer satisfaction benchmarks and quality assurance audit
- Key Achievement: Recognized by management for top-tier performance in customer satisfaction and call resolution metrics
Customer Service Associate (E-commerce Support)
Forever 21
Orlando
01.2024 - 03.2025
- Handled 50+ customer inquiries daily through phone, email, and chat with a focus on online orders, returns, and product support
- Provided real-time solutions to shipping issues, payment discrepancies, and product availability concerns
- Processed refunds, exchanges, and order updates in a timely manner while maintaining customer loyalty
- Identified root causes of recurring complaints and coordinated with fulfillment, billing, and warehouse teams to eliminate issues
- Logged all customer interactions using Zendesk, improving team efficiency and ensuring accurate customer histories
- Adapted to seasonal peak demands by maintaining quality under pressure and mentoring new hires
- Achieved high ratings in customer feedback, resolution speed, and first-contact resolution rates
Education
Bachelor Of Science - UI/UX Design
Full Sail University
Winter Park, FL06.2027
Skills
- Claims Adjudication
- IT & Technical Support
- De-escalation & Conflict Resolution
- CRM Tools (Zendesk, Salesforce)
- HIPAA Compliance
- E-commerce Order Management
- Multichannel Communication (Phone, Email, Chat)
- KPI & QA Metric Achievement
- Cross-Functional Collaboration
- Customer Retention Strategies
- Zendesk
- Salesforce
- Microsoft Office Suite
- Google Workspace
- Payment & Claims Processing Systems
Timeline
Member Service Representative
Alegeus Technologies
11.2024 - Current
Customer Service Associate (E-commerce Support)
Forever 21
01.2024 - 03.2025
Bachelor Of Science - UI/UX Design
Full Sail University