Dorothy Jones
Sherman
Summary
Experienced Customer Service Advocate known for attention to detail and conflict resolution skills. Adept at managing customer inquiries and enhancing service processes to drive satisfaction and loyalty.
Overview
14
14
years of professional experience
Work History
ICSA Customer Service Advocate
Cigna HealthCare
Denison
04.2012 - 07.2026
- Resolved issues through effective communication and problem-solving techniques.
- Assisted customers with inquiries regarding health insurance policies and claims.
- Educated clients on policy benefits and coverage options available to them.
- Collaborated with team members to enhance customer service processes and experiences.
- Provided support during peak call times to ensure timely assistance for all customers.
- Worked closely with other departments to ensure quality customer service delivery.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Adhered to all company guidelines when interacting with customers.
- Upheld privacy and security requirements for customer information.
- Responded to incoming calls, ensuring customer needs were addressed promptly. Responded to customers in a professional manner.
- Handled escalated calls for front-line associates to address complex issues and restore customer satisfaction.
- Provided accurate, valid, and complete information to customers in a timely manner.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Expressed appreciation for patronage, invited, and encouraged customer return visits.
- Developed relationships with customers through friendly conversations.
- Consulted with customers to resolve service and billing issues.
- Followed up on customer inquiries not immediately resolved.
- Stayed on top of changing internal policies, company offerings and promotions to effectively serve every customer.
- Suggested solutions for improvement of product offerings based on customer feedback.
- Maintained records of customer interactions and transactions.
- Welcomed customers and provided assistance with their inquiries about products and services. Responded to customers with inquiries regarding products and services.
- Encouraged customers to become self-sufficient with web-based and mobile support tools.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Utilized problem solving skills to resolve customer issues quickly and efficiently.
- Completed continuing education and training programs for professional development.
- Exceeded company productivity standards on a consistent basis.
- Resolved customer complaints via phone, email, mail, or social media.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Developed strong customer relationships to encourage repeat business.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Education
GED -
Frank H. Morrell High School
Irvington, NJ05-1980
Some College (No Degree) - Computer And Business
Union County Business School
Union, NJSkills
- Health insurance knowledge
- Insurance policy knowledge
- Client management
- CRM management
- Service issue resolution
- Service issue analysis
- Complaint handling
- Complaint resolution
- Positive customer engagement
- Member support
- Call center experience
- Call center management
- Call handling
- Live chat support
- Technical support
- Payment processing
- Payment handling
- Payment collection
- Time management
- Process optimization
- Data entry
- Data collection
- Interdepartmental collaboration
- Attention to detail
- Conflict de-escalation
- Problem solving
- Problem-solving
- Communication skills
- Active listening
- Relationship building
- Feedback incorporation
- Assertiveness
- Telephone etiquette
- Multi-line phone handling
- Email management
- Recordkeeping skills
- Typing speed
- Computer proficiency
- Innovative service solutions
- Issue escalation
- Recordkeeping skills
Timeline
ICSA Customer Service Advocate
Cigna HealthCare
04.2012 - 07.2026
GED -
Frank H. Morrell High School
Some College (No Degree) - Computer And Business
Union County Business School