Da'Nessa Jones
District Heights,MD
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
ICF International Inc.
District Heights, MD
01.2024 - Current
- Respond to Customer inquiries and request for information and provide status updates and information as outlined and defined in approved policies and procedures
- Access internal and client systems,interpret screens, update screens and enter notes in automated systems
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Communicate with client staff as required and forward Case and Customer information when necessary, via telephone, facsimile, or e-mail or other electronic transmission for further processing in accordance with the approved Desk Reference Guides.
- Accurately respond to inquiries with a high degree of respect in a professional and courteous manner.
Customer Care Advocate
BPCI
Washington , DC
11.2022 - 12.2023
- Assist members with healthcare inquiries by guiding them through the process and ensure their satisfaction with United Health Care's services
- Address inquiries related to prescription drug coverage, formularies, pharmacies, and medication cost
- Assist members with pre-authorization for medical treatments and procedures; helping them understand coverage criteria and requirements
- Handle member complaints pertaining to customer service, through an emphasis on empathy and problem resolution
- Assist members with search for healthcare providers within United healthcare's network
- Assist with appointment scheduling and referrals.
Barista
Marriott international
Washington DC
03.2019 - 07.2022
- Provide exceptional customer service while preparing and serve high-quality coffee and other beverages
- Monitor stock levels of coffee beans, milk, syrups, and other ingredients; communicating inventory needs to management
- Maintain a sanitary, clean and organize work area
- Prepare simple food items, such as sandwiches and pastries
- Handle cash transactions while operating the cash register and accurately process payments.
Customer Service Representative
TDB communications
Washington DC
03.2021 - 01.2022
- Assist individuals with the unemployment claims and provide guidance on the process and requirements related to unemployment insurance
- Review and assess the eligibility of individuals applying for unemployment benefits based on criteria such as employment history, earnings, and reason for job separation
- Gather relevant documents and information to verify the accuracy of claims such as employment records, pay statements, or separation notices
- Use established guidelines to calculate the amount of unemployment benefits claimants are eligible to receive based on earning history, work patterns, or any applicable state or federal regulations
- Accurate and timely data entry of claim information, updates, and decisions into relevant systems.
Education
High School Diploma -
Richard Wright Pcs For Journalism And Media Arts
Washington, DC06-2018
Skills
- Time Management
- Problem Solving
- Patience and Empathy
- Effective Communication
- Adaptability
- Team Collaboration
- Multitasking
- Data Entry
- Phone Etiquette
- De-Escalation Techniques
- Documentation
References
References available upon request.
Timeline
Customer Service Representative
ICF International Inc.
01.2024 - Current
Customer Care Advocate
BPCI
11.2022 - 12.2023
Customer Service Representative
TDB communications
03.2021 - 01.2022
Barista
Marriott international
03.2019 - 07.2022
High School Diploma -
Richard Wright Pcs For Journalism And Media Arts