Summary
Overview
Work History
Education
Skills
Timeline
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Erica Jones

Little Rock,AR

Summary

Enthusiastic Senior Customer Service Representative with more than 15 years of customer service and order management experience adds value to business by providing outstanding customer service, engaging customers and building relationships with buyers. Exhibits strong command of company's customer service policies and remains well-trained in product knowledge to offer quick and accurate assistance to customers. Operates at high level to consistently meet or exceed business quality and productivity standards.

Overview

7
7
years of professional experience

Work History

Senior Customer Service Representative

United Healthcare Group
11.2022 - Current
  • Engaged clients in person and over phone to answer questions and address complaints.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Researched and rapidly resolved client conflicts to maintain key accounts.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Resolved customer service issues using company processes and policies and provided updates to customers.

Store Manager

Family Dollar
07.2019 - 10.2022
  • Supervised employees for exceptional store operations, customer retention and positive brand experiences.
  • Identified and recommended areas for improvement in processes with targeted solutions.
  • Controlled and enforced standard operating procedures, security, and compliance with laws and system management.
  • Promoted business strategy by implementing improvements based on guest feedback.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Improved overall store performance by implementing effective sales strategies and streamlining operational processes.
  • Fostered a positive work environment by promoting open communication, employee recognition, and professional development opportunities.
  • Increased customer satisfaction by prioritizing exceptional service and addressing concerns promptly and professionally.
  • Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.

Claims Processing Specialist

Parkhill Collections LLC.
10.2016 - 05.2019
  • Evaluated accuracy and quality of data entered into agency management system.
  • Posted payments to accounts and maintained records.
  • Followed up with customers on unresolved issues.
  • Tracked and reported on claims processing metrics to aid senior management in making informed decisions.
  • Responded to customer inquiries, providing detailed explanations of insurance policies and claims processes.
  • Maintained a high level of accuracy and attention to detail when reviewing submitted claims for completeness and correctness, contributing to the overall quality of processed claims.
  • Enhanced customer satisfaction with timely claim resolution through effective communication and followup.
  • Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt.
  • Reviewed applications and supporting documents to verify claims eligibility and accuracy.

Education

BBA - Bachelor of Science in Business

University of Phoenix
Tempe, AZ
05.2026

Skills

  • Teamwork and Collaboration

  • Conflict Management

  • Database Research

  • Problem Resolution

  • Documentation Review

  • Issue and Complaint Resolution

  • Microsoft Office

  • Document and Records Management

  • Employee Coaching

  • Data Entry

  • Administrative and Office Support

  • Account Updates

Timeline

Senior Customer Service Representative

United Healthcare Group
11.2022 - Current

Store Manager

Family Dollar
07.2019 - 10.2022

Claims Processing Specialist

Parkhill Collections LLC.
10.2016 - 05.2019

BBA - Bachelor of Science in Business

University of Phoenix

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Erica Jones