Summary
Overview
Work History
Education
Skills
Timeline
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Da’Ja Jones

Salisbury,MD

Summary

customer satisfaction and team performance.

Professional IT specialist with significant experience in systems analysis, troubleshooting, and technology solutions. Adept at fostering team collaboration and ensuring project success through adaptable approaches. Strong skills in network management, cybersecurity, and data analysis. Reliable and results-driven, ready to make impactful contributions to any organization.

Rational Job Title with Number years of experience enhancing operations for organizations through information systems solutions. Proven track record of transforming specific business goals related to growth and efficiency improvements into new system designs. Knowledgeable innovator known for recommending new technologies to enhance existing systems and introduce new systems

.

Overview

2026
2026
years of professional experience

Work History

It Analyst

United Healthcare

Customer Service Representative

Maximum
02.2022 - 05.2025
  • Resolved customer inquiries using CRM software, ensuring timely and accurate responses.
  • Assisted in processing orders and returns, enhancing overall customer satisfaction levels.
  • Collaborated with team members to streamline communication between departments, improving service efficiency.
  • Provided training support to new hires, fostering a collaborative work environment.
  • Documented customer interactions meticulously for quality assurance and process improvement initiatives.
  • Maintained knowledge of product offerings to provide informed recommendations to customers.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Responded to customer requests for products, services, and company information.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Led quarterly customer service meetings to review performance and set goals for improvement.
  • Analyzed customer service metrics to identify trends and develop strategies for improvement.
  • Developed feedback system for customers to share their service experience, leading to actionable improvements.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
  • Customized support strategies for high-priority clients to ensure their specific needs were met.
  • Coordinated with logistics department to expedite shipping for urgent customer orders.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Fostered positive customer service culture within team which led to higher customer satisfaction rates.
  • Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Collaborated with product team to communicate customer feedback, resulting in product enhancements.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.

DSP

Seacare Health Svc
09.2023 - 01.2025
  • Assisted with daily operations to ensure smooth workflow and adherence to safety protocols.
  • Learned and utilized various tools and equipment for efficient task completion.
  • Supported team members by providing assistance during peak workload times.
  • Adapted quickly to new processes, contributing to overall team efficiency.
  • Maintained cleanliness and organization of work areas to promote safety and productivity.
  • Engaged in ongoing training sessions to enhance skills and knowledge of best practices.
  • Followed established procedures to support consistent quality in performance outcomes.
  • Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming.
  • Assisted with daily living activities, running errands, and household chores.
  • Assisted patients with bathing, grooming, dressing, and oral hygiene care both in private residences and facilities.
  • Laundered items, changed sheets and made bed to keep patients' bedroom clean.
  • Monitored clients' overall health and well-being and noted significant changes.
  • Provided compassionate and patient-focused care to cultivate well-being.
  • Cooked meals and assisted patients with eating tasks to support healthy nutrition.
  • Guided patients to restroom to support bladder and bowel relief requirements.
  • Recorded status and duties completed in logbooks for management.
  • Completed regular check-ins and progress report for each client.

Claim Coordinator

Illumifin
02.2022 - 01.2024
  • Coordinated claims processing to ensure timely resolution and compliance with regulatory standards.
  • Reviewed claim submissions for accuracy, identifying discrepancies and facilitating necessary corrections.
  • Managed communication between clients and internal teams to streamline information flow and enhance service delivery.
  • Utilized claims management software to track progress, document case histories, and generate reports on pending claims.
  • Assisted in training new team members on claims procedures and best practices for efficient workflow integration.
  • Maintained up-to-date knowledge of industry regulations to ensure adherence during all stages of claims handling.
  • Analyzed trends in claim denials to recommend process improvements that minimized future discrepancies.
  • Managed high-volume caseloads, prioritizing tasks effectively to ensure timely resolution of all assigned claims.
  • Developed comprehensive reports outlining trends in common claim issues which allowed for proactive problem-solving initiatives.
  • Prepared claims summaries, loss stratification reports and mod analysis reports.
  • Contributed to departmental meetings by sharing insights gained from daily work experiences which helped improve overall team performance.
  • Assisted in training new hires on company policies and procedures related to the Claims Coordinator role, ensuring a seamless transition into their positions.
  • Negotiated settlements with clients and insurance companies, securing favorable terms for all parties involved.
  • Efficiently navigated company databases to retrieve essential information for accurate claim handling and reporting purposes.
  • Enhanced customer satisfaction by providing clear, concise explanations of claim procedures and resolutions.
  • Conducted detailed investigations into complex claims cases, gathering necessary information to reach accurate conclusions and determine appropriate actions.
  • Reduced claim resolution time through thorough investigations and timely follow-ups with clients and insurance carriers.
  • Maintained strict adherence to confidentiality guidelines, ensuring sensitive client information was securely handled and protected at all times.

Direct Support Professional

Visiting Angels Home Care
01.2018 - 01.2020
  • Provided compassionate assistance with daily living activities to enhance client independence.
  • Developed and maintained positive relationships with clients to promote emotional well-being.
  • Implemented individualized care plans based on client needs and preferences to ensure quality support.
  • Monitored client health status, reporting changes promptly to healthcare professionals for timely intervention.
  • Assisted clients with medication management, ensuring adherence to prescribed schedules and instructions.
  • Advocated for clients' rights and preferences in care decisions, promoting dignity and respect in service delivery.
  • Trained new staff on best practices for personal care and safety protocols, fostering a supportive environment.
  • Documented progress notes thoroughly to track client achievements, concerns, or changes in behavior patterns that may need attention from the interdisciplinary team.
  • Maintained clean, safe, and well-organized patient environment.
  • Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
  • Enhanced quality of life for individuals with disabilities by providing compassionate and consistent direct support.
  • Assisted clients in achieving personal goals through tailored care plans and daily skill-building activities.
  • Supported clients with personal care tasks, ensuring their dignity and privacy were maintained at all times.
  • Participated in ongoing training opportunities to stay current on best practices in disability support services.
  • Provided ongoing communication between clients, families, and other service providers to enhance overall care coordination efforts.
  • Maintained a safe and inclusive environment by addressing behavioral challenges with patience and understanding.
  • Assisted disabled clients to support independence and well-being.

Education

None. -

Seaford Senior High
Seaford, DE

Skills

  • IT troubleshooting
  • Customer support
  • Risk assessment
  • Network administration
  • Data analysis

Timeline

DSP

Seacare Health Svc
09.2023 - 01.2025

Customer Service Representative

Maximum
02.2022 - 05.2025

Claim Coordinator

Illumifin
02.2022 - 01.2024

Direct Support Professional

Visiting Angels Home Care
01.2018 - 01.2020

It Analyst

United Healthcare

None. -

Seaford Senior High

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Da’Ja Jones