Daryen Jones
Fort Worth
Summary
Customer Service Representative with years of experience enhancing customer satisfaction and building positive relationships through effective communication and protocol adherence. Skilled in customer support, negotiation, and quality control, with proven success in call center operations. Eager to leverage expertise in Microsoft Office and problem-solving skills to drive customer service excellence in a new role.
Experienced with handling patient inquiries and providing support in healthcare setting. Utilizes strong communication skills and empathy to resolve issues and ensure patient satisfaction. Knowledge of healthcare protocols and procedures, contributing to efficient and effective service delivery.
with proven track record in delivering exceptional customer service in healthcare industry. Demonstrated ability to effectively manage patient inquiries and resolve issues promptly, contributing to high patient satisfaction. Displayed strong communication and problem-solving skills, ensuring seamless patient experiences and operational efficiency.
Overview
9
9
years of professional experience
Work History
Healthcare Customer Service Representative
Willis Towers Watson
09.2022 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Promptly responded to inquiries and requests from prospective customers.
- Identified and resolved discrepancies and errors in customer accounts.
Machine Operator/Production Worker
Danone North America
07.2021 - 09.2022
- Maintained and cleaned machinery and equipment, ensuring optimal operational efficiency.
- Conducted visual inspections of equipment parts and deliveries to uphold quality and safety standards.
- Delivered exceptional non-clinical support, enhancing member satisfaction through effective communication and adherence to established protocols.
- Recorded and analyzed inquiries and complaints, identifying trends that facilitated process improvements and elevated customer service quality.
- Collaborated with cross-functional teams to streamline communication processes, resulting in faster resolution times and strengthened stakeholder relationships.
- Maintained comprehensive records of member interactions, ensuring compliance with policies and contributing to the overall efficiency of service operations.
- Enhanced data accuracy by conducting thorough clinical info verification, leading to improved care timelines and member outcomes.
- Analyzed inquiry trends to identify areas for process improvement, driving substantial enhancements in customer service quality.
- Delivered outstanding non-clinical support, building trust and fostering positive relationships that elevated member satisfaction.
- Implemented a new tracking system for member inquiries, leading to a noticeable reduction in response times and improved service efficiency.
- Use Microsoft Office, Microsoft Excel, Microsoft Outlook, Microsoft Word and Teams to achieve daily tasks.
- Obtained strong computer skills and typing abilities.
Customer Service Representative/Specialist Customer Service Clerk
USPS
05.2020 - 07.2021
- Processed mail and managed customer inquiries, ensuring efficient service delivery and client satisfaction.
- Provided clear explanations of products and benefits to enhance customer understanding and engagement.
- Assisted customers in navigating the company''s products and services, ensuring they received the best possible experience.
- Trained new hires on company policies and procedures as well as best practices for delivering exceptional customer service.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
Assembly Line Worker/Machine Operator
MAU Workforce Solutions
04.2018 - 11.2019
- Operated specialized machinery and performed manual tasks integral to the production process, ensuring the completion of specific products.
- Maintained quality control by inspecting products during various stages of production to uphold manufacturing standards.
- Identified and addressed process inefficiencies to enhance overall production efficiency and output quality.
Customer Service Representative
Piedmont Airlines
12.2017 - 07.2019
- Assisted customers with flight reservations, itinerary modifications, and baggage inquiries, ensuring a seamless travel experience.
- Collaborated effectively with team members to set up tools and production areas, supporting seamless production workflows.
- Conducted thorough inspections of equipment, identifying potential issues early and ensuring compliance with quality and safety standards.
- Coordinated with team members to optimize production setups, enhancing workflow and contributing to on-time project completion.
- Fostered a positive team environment, promoting open communication and collaboration to achieve shared production goals.
- Maintained accurate records of machine performance, facilitating data-driven decisions and ongoing improvements in production processes.
- Handled financial transactions, including confirming payments and processing refunds, while resolving payment and order disputes effectively.
- Streamlined mail processing workflows, significantly reducing delivery times and enhancing overall customer satisfaction.
- Fostered positive customer relationships, effectively addressing inquiries and concerns to drive repeat business and loyalty.
- Provided empathetic assistance to customers, ensuring a positive experience and reinforcing the organization's commitment to service.
- Provided detailed information about customer loyalty programs, enhancing customer engagement and satisfaction.
- Streamlined the flight reservation process, reducing customer wait times and contributing to a noticeable increase in on-time service ratings.
- Coordinated with team members to resolve complex travel issues, ensuring timely solutions and reinforcing a culture of teamwork and support.
- Educated customers on loyalty programs, driving engagement and contributing to increased program enrollments.
Customer Service Advocate
Prospect Airport Services
08.2016 - 12.2017
- Provided personalized assistance to individuals with disabilities, including guiding visually impaired passengers and offering wheelchair support for those with mobility impairments.
- Streamlined luggage handling processes, minimizing wait times and ensuring that 95% of passengers received prompt assistance.
- Coordinated with team members to optimize workflow during peak hours, leading to improved efficiency and a noticeable increase in passenger throughput.
- Maintained accurate records of passenger assistance requests, ensuring compliance with service standards and upholding the company's reputation for reliability.
- Fostered a welcoming environment for passengers with disabilities, enhancing their travel experience and reinforcing the company's commitment to inclusivity.
Education
High school diploma or GED -
Goose Creek High School
Bachelor's degree - Mass Communications
Francis Marion University
Florence, South Carolina01-2016
Skills
- Customer Service
- Call Center experence
- Customer Support
- Microsoft Excel
- Microsoft Word
- Microsoft Outlook
- Negotiation
- Quality Control
- Machinery Operation
- Insurance verification
- Appointment scheduling
- Patient confidentiality
- Claims processing
- Medical terminology
- Data entry proficiency
- Follow-up skills
- Healthcare industry
- Insurance claims follow-up
- Record maintenance
- Multitasking and organization
- Problem-solving
- Data entry
- Team collaboration
- Phone and email etiquette
- Eligibility determination
- Flexible schedule
- Call screening
- Customer follow-up
- Conflict resolution
- Inbound call management
- De-escalation techniques
- Policies and procedures adherence
Timeline
Healthcare Customer Service Representative
Willis Towers Watson
09.2022 - Current
Machine Operator/Production Worker
Danone North America
07.2021 - 09.2022
Customer Service Representative/Specialist Customer Service Clerk
USPS
05.2020 - 07.2021
Assembly Line Worker/Machine Operator
MAU Workforce Solutions
04.2018 - 11.2019
Customer Service Representative
Piedmont Airlines
12.2017 - 07.2019
Customer Service Advocate
Prospect Airport Services
08.2016 - 12.2017
High school diploma or GED -
Goose Creek High School
Bachelor's degree - Mass Communications
Francis Marion University
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