JaQuesha Nelson
MSN, Medical
Altoona,PA
9
years of professional experience
Focused customer relations professional skilled in lead generation, customer relationship development and sales. Accomplished in providing unsurpassed support to demanding customers. Offering experience in related roles, as well as passion for improving service delivery, enhancing knowledge and exceeding expectations.
Work History
Customer Service Representative
1 Year 11 Months- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Responded proactively and positively to rapid change.
- Met customer call guidelines for service levels, handle time and productivity.
Medical Customer Service Representative
1 Year 1 Month- Verified and updated demographic and other personal information for clients with respect to personal boundaries when asking for important details.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Remained aware of provider schedules and scope of practice on evolving basis to organize and schedule appropriate care.
- Completed clerical duties and tasks for clinic administration.
- Used computerized data management systems to organize immense datasets and coordinate care details for large patient bases.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
Customer Service Specialist
3 Years 3 Months- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Surpassed performance goals by approaching interactions with resourcefulness, organization and customer-centric solutions.
- Handled over 70 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
- Carried out opening and closing functions to meet operational needs underpinning strong customer service.
Customer Care Representative
2 Years 3 Months- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
- Coordinated timely responses to online customer communication and researched complex issues.
- Resolved concerns with products or services to help with retention and drive sales.
Education
Diploma - Medical Office Assistance
High School Diploma
Skills
Responding to Difficult Customers
Calm and Professional Under Pressure
Customer Retention Strategies
Data Entry and Maintenance
Courteous with Strong Service Mindset
Customer Service and Assistance
Solving Customer Concerns
Call Volume and Quality Metrics
Skilled in Microsoft Office
Livechat Messaging
Excellent Attention to Detail
Timeline
Customer Service Representative
MSN, Medical
12.2020 - 11.2022Read More
Medical Customer Service Representative
GUARDIAN ELDER CARE
09.2019 - 10.2020Read More
Customer Service Specialist
Walmart
05.2016 - 08.2019Read More
Customer Care Representative
Garvey Manor
01.2014 - 04.2016Read More
Altoona Area High School
High School Diploma
Read More
Greater Altoona Career And Technology Center
Diploma from Medical Office Assistance
Read More