Summary
Overview
Work History
Education
Skills
Timeline
Generic

DIAMOND JONES

Miami

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

9
9
years of professional experience

Work History

Customer Service Representative

DCF-Children's Legal Svc
Miami
12.2022 - 02.2023
  • Implemented new software which helped to facilitate smoother card transactions for customers and provided them with how to functionally use their cards online
  • Investigated complex issues including those that cannot be dealt with during the first call and contacted customers with resolutions, disputed transactions, fraud, double payments, and other card related issues
  • Conducted routine maintenance activities on the card record including activation, demographic changes, and promoted use of self- service functionality by informing callers of its availability and capabilities
  • Took escalated and supervisor calls, trained and mentored new and temporary employees especially during open enrollment
  • Helped customers enroll in new health care programs and obtain their cards and membership information
  • Provided excellent customer service to both staff and customers, and performed other duties as defined by the Manager and Director.

Customer Support Representative

ID.me
Miami
01.2022 - 04.2022
  • As a trusted referee I am responsible for completing document reviews to verify validity
  • Verify member identification and follow verification procedures via IDs, driver licenses, W2s, etc to prevent fraud
  • Video sessions are also completed to verify member’s identity for government entities (IRS, EDD, SSA, Department of Treasury, etc
  • Provide timely, accurate, and efficient service to our customers via email and/or video chat
  • Work with other members to troubleshoot verification issues and provide a working solution
  • Assist in documentation and playbook updates as necessary

Enrollment and Eligibility Specialist

Quest health solutions
Miami
08.2018 - 04.2022
  • Established new customer accounts, which included providing insurance program and pricing option information and organization of customer documents before agent execution and submission to AFI
  • Executed marketing and PR campaigns, including new product introductions and development of existing products
  • Successfully maintained account growth through dedicated sales and excellent customer service
  • Performed additional support functions, including telephone support, staff supervision and monitoring and ordering office supplies
  • Acquire requested documents, including and beyond, high-volume calling to doctors' offices, calling patients with updates, working with patients to collect required documentation from their provider.
  • Make 100+ outgoing calls per day
  • Perform advanced administrative, data entry, and document chasing duties.
  • Supply productivity reports, regularly
  • Partner with team members for support on related accounts.
  • Work with e-prescribe and CRM platforms, such as Brightree, Salesforce, etc.
  • Experience in chasing medical documentation and high-volume call activity
  • Excellent telephone etiquette
  • Excellent verbal/written communication skills
  • Database, experience preferred
  • Accurate data entry and attention to detail

Dental Receptionist

All Smiles Dental
Miami
04.2015 - 08.2018
  • Adhered to HIPAA requirements to safeguard patient confidentiality.
  • Answered and managed incoming calls and emails.
  • Maintained accurate records of patient treatment plans, medical histories, and financial transactions.
  • Verified, updated and entered patient information into system.
  • Managed front office customer service, appointment management, billing and administration tasks to streamline workflow.
  • Collected payments from patients and arranged payment schedules.
  • Completed relevant insurance and other claim forms.
  • Gathered medical information, dental health history and vitals from patients.
  • Arranged documents for insurance claims.
  • Ensured that all HIPAA regulations were followed while handling confidential patient information.
  • Scheduled cleanings and dental appointments for patients using appointment software.
  • Answered incoming calls, scheduled appointments, and confirmed patient visits.

Cashier/Customer Service

McDonald's
Miami
12.2013 - 03.2015
  • Receive payment by cash, check, credit cards, vouchers, or automatic debits
  • Issue receipts, refunds, credits, or change due to customers
  • Establish or identify prices of goods, services or admission, and tabulate bills using calculators, cash registers, or optical price scanners
  • Greet customers entering establishments.
  • Inputting customer orders into the store POS system
  • Making correct change and following store policies on coupons and gift cards
  • Greeting customers and making them feel welcome as they enter the store
  • Communicating customer complaints directly to management and attempt to resolve them
  • Keeping your designated work area clean at all times

Education

High School Diploma -

Miami Job Corp
05.2012

Skills

  • Accuracy
  • Multi-task
  • Technical skills
  • Analytical skills
  • Critical thinking
  • Attention to detail
  • Written communication skills
  • Medical terminology
  • Negotiation skills
  • Appointment scheduling system

Timeline

Customer Service Representative

DCF-Children's Legal Svc
12.2022 - 02.2023

Customer Support Representative

ID.me
01.2022 - 04.2022

Enrollment and Eligibility Specialist

Quest health solutions
08.2018 - 04.2022

Dental Receptionist

All Smiles Dental
04.2015 - 08.2018

Cashier/Customer Service

McDonald's
12.2013 - 03.2015

High School Diploma -

Miami Job Corp

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DIAMOND JONES