DeMonica Townes
South Chesterfield,VA
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
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Representative Tier 2
Maximus-Richmond, VA
Richmond, VA
12.2023 - Current
- Cover VA Contact Center provides health care services through established networks of organized systems of care, which emphasize customer service and eligibility determination
- The Enrollment Center provides information for Virginia Medicaid and CHIP clients about managed care plans allowing them to make informed choices about their Medicaid benefits
- Provide callers with informed and objective responses to complex concerns in regards to eligibility guidelines and policies, access to care issues, and escalated concerns
- Process workflow documents, which include, income, identity and other eligibility verification documents
- Accept new knowledge to policy and procedures concerning state programs and integrate it with resource materials to answer client concerns.
Healthcare Representative seasonal
ResultsCX-Fort Lauderdale, FL
Fort Lauderdale, FL
09.2023 - 12.2023
- Make outbound calls for bluebell (blue cross blue shield) informing customers about open enrollment
- Answering questions they may have.
Customer Service Chat Representative
TruGreen-Chester, VA
Chester, VA
01.2022 - 09.2023
- As a chat agent I work with customers to answer questions and provide real-time support for their concerns
- Also work strictly with sales or troubleshoot technical issues
- My responsibilities include responding quickly through live chat and providing courteous and professional customer service.
Customer Service Representative
Alorica Calling Center-Las Vegas, NV
Las Vegas, NV
10.2020 - 10.2021
- Customer service representatives help customers with complaints and questions, give customers information about products and services, take orders, and process returns
- By helping customers understand the product and answering questions about their insurance, medication, and Medical claims.
Account Manager/Customer Service Representative
InfoCision-Akron, OH
Akron, OH
08.2020 - 12.2020
- Customer service representatives help customers with complaints and questions, give customers information about products and services, take orders, and process returns
- By helping customers understand the product and answering questions about their cable internet and phone services.
Customer Service Representative
Continuum Global Solutions-Henderson, NC
Henderson, NC
09.2019 - 05.2020
- Customer service representatives help customers with complaints and questions, give customers information about products and services, take orders, and process returns
- By helping customers understand the product and answering questions about their insurance, medication, and Medical claims.
Assembly Line Worker
Packaging and Filling Machine Operators and Tenders-Oxford, NC
Oxford, NC
03.2019 - 05.2019
- Assembling and checking products parts, insuring that all machinery runs smooth and assisting in the shipment of items
- Also, packing products into boxes.
Package Handler, Laborers and Freight, Stock
Material Movers-Durham, NC
Durham, NC
06.2018 - 08.2018
- Responsible for physically loading and unloading packages by hand, including placing, pushing, lifting, carrying and pulling the items in an efficient and safe manner.
Customer Service Reprensentative
Insurance Policy Processing Clerks-Concord, NC
Concord, NC
07.2017 - 03.2018
- Customer service rep
- Help customer with complaints and questions, give customers info about products and services, take orders, and process returns.
Sales Associate, Cashiers
Citi Trends-Greensboro, NC
Greensboro, NC
02.2016 - 06.2017
- Typical job duties include engaging customers, suggesting fashions, retrieving merchandise from shelves and back room, and operating cash register also stocking shelves and putting out freight.
Production Laborer, Helpers
Production Workers-Henderson, NC
Henderson, NC
02.2015 - 11.2015
- Performed a variety of duties from operating filling machine to packaging products on an assembly line in the manufacture of comforters, pillows and other bedding
- Attended regularly scheduled staff meetings and safety trainings
- Maintained good housekeeping practices per OSHA safety regulations.
General Laborer, Laborers and Freight, Stock
Material Movers-Oxford, NC
Oxford, NC
09.2014 - 02.2015
- Packed and labeled products.
Marketing Clerk, Office Clerks, General, receptionist
Jackson Hewitt Tax Svc-Henderson, NC
Henderson, NC
01.2014 - 02.2015
- Performed clerical/front desk duties such as answering the phone, taking messages or routing calls
- Scheduled appointments for clients to see tax advisors
- Placed marketing/solicitation calls to generate more business for the office
- Maintained client files with discretion and confidentiality of information.
Education
Diploma - General High School
06.2014
Skills
- Assembly Worker
- Assembly Line
- Clean Room
- Packaging
- Warehouse Experience
- Customer Service
- Microsoft Excel
- Microsoft Word
- Typing
- Medical terminology
- Search engines
- Windows
- Customer support
- Live Chat
- Help Desk
- Account Management
- Technical Support
- Analysis skills
- Conflict management
- Google Docs (Less than 1 year)
- Communication skills
- Phone etiquette
- Accounts receivable
- Accounting
- Organizational skills
- Cold Calling
- Data Entry
- Scheduling
- Paperwork Processing
- Payment Processing
- Inbound and Outbound Calling
Certification
Driver's License, Driver's License, 02/01/19, 01/01/27
Personal Information
Title: Assembly Line Worker
Timeline
Customer Service Representative Tier 2
Maximus-Richmond, VA
12.2023 - Current
Healthcare Representative seasonal
ResultsCX-Fort Lauderdale, FL
09.2023 - 12.2023
Customer Service Chat Representative
TruGreen-Chester, VA
01.2022 - 09.2023
Customer Service Representative
Alorica Calling Center-Las Vegas, NV
10.2020 - 10.2021
Account Manager/Customer Service Representative
InfoCision-Akron, OH
08.2020 - 12.2020
Customer Service Representative
Continuum Global Solutions-Henderson, NC
09.2019 - 05.2020
Assembly Line Worker
Packaging and Filling Machine Operators and Tenders-Oxford, NC
03.2019 - 05.2019
Package Handler, Laborers and Freight, Stock
Material Movers-Durham, NC
06.2018 - 08.2018
Customer Service Reprensentative
Insurance Policy Processing Clerks-Concord, NC
07.2017 - 03.2018
Sales Associate, Cashiers
Citi Trends-Greensboro, NC
02.2016 - 06.2017
Production Laborer, Helpers
Production Workers-Henderson, NC
02.2015 - 11.2015
General Laborer, Laborers and Freight, Stock
Material Movers-Oxford, NC
09.2014 - 02.2015
Marketing Clerk, Office Clerks, General, receptionist
Jackson Hewitt Tax Svc-Henderson, NC
01.2014 - 02.2015
Diploma - General High School
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