Gwendolyn Jefferson
Customer Service Representative
Houston,TX
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
19
19
years of professional experience
Work History
Benefits Administration Services Associate 2
Conduent Call Center
Houston, Texas
01.2024 - Current
- Answered incoming calls and provided customer service assistance as needed.
- Ensured compliance with all applicable laws, regulations and standards related to administration activities.
- Ensured compliance with HIPAA privacy regulations when handling confidential information related to employee benefits programs.
- Managed open enrollment processes by providing guidance on available benefits and answering questions from employees regarding their options.
- Researched various providers of employee benefits to identify the most competitive plans for employees.
- Responded promptly to inquiries from employees regarding their benefits coverage or eligibility status.
Contact Center Personal Banker
U.S. Bank
Houston, TX
12.2022 - 01.2024
- Developed relationships with customers by providing exceptional service in order to increase sales opportunities.
- Facilitated resolution of customer disputes in a fair manner while protecting the interests of the bank.
- Reviewed existing accounts for accuracy of information and compliance with regulations.
- Researched customer inquiries and reported findings in a timely manner.
- Provided guidance on how best to utilize online banking tools for maximum benefit.
Bank Teller
Wells Fargo
Houston, TX
09.2019 - 10.2022
- Process daily client transactions, including deposits, withdrawals, money transfers, loan payments, and selling cashier's checks
- Accurately maintain records of each transaction and ensure all documentation and paperwork is in place and within compliance
- Assist clients with various questions and concerns related to their accounts and bank products
- Conduct each client transaction efficiently, accurately, and effectively
- Help clients access their safe deposit boxes.
Food Prep Cook/Shift leader
OTG Management
Houston, TX
06.2018 - 03.2019
- Prepared and assigned daily lists of tasks that team members had to ensure were completed
- Promoted to shift leader because of strong work ethic and diligent attention to detail
- Maintained records of quantities of foods that led to passing of compliance standards
- Managed inventory to ensure that the restaurants always had product available for customers.
Food Prep Cook/Floor Attendant
Gideon Toal Management Services
Houston, TX
06.2017 - 05.2018
- Operated manual and electric equipment for food preparation
- Complied with food safety and sanitation guidelines
- Created a welcoming atmosphere to ensure that the customers were relaxed while waiting for their flight.
Assistant Manager
Waffle House
Houston, TX
02.2006 - 03.2017
- Engaged with customers while building rapport by conversing about the news, community events, and promotional products
- Balanced cash drawer accurately daily
- Managed the cash operations ensuring that all employees processed transactions and balanced accurately
- Promoted from server to assistant manager because of leadership skills and punctuality
- Trained new team members to have knowledge of the menu with the ability to make recommendations
- Executed specialized duties including setting up bank deposits, cash handling, daily inventory, hired new team members, and processed cash and credit card payments.
Education
Diploma - Bank teller
SERJobs
Houston, TX09.2019
Diploma - Medical Billing and Coding
Everest College-Dallas
Dallas, TX09.2005
High School Diploma -
Franklin D Roosevelt High School
Dallas, TX05-2000
Skills
- Banking Policies and Procedures
- Relationship building and management
- Leadership
- Cash Handling
- Customer Service
- Data entry
- Medical Coding
- Medical Billing
- Office Management
- Medical Records
- Insurance Verification
- Typing 45 WPM
- Professional telephone demeanor
- Microsoft Office Suite
- Medical terminology knowledge
- Computer Proficiency
- Building rapport
Timeline
Benefits Administration Services Associate 2
Conduent Call Center
01.2024 - Current
Contact Center Personal Banker
U.S. Bank
12.2022 - 01.2024
Bank Teller
Wells Fargo
09.2019 - 10.2022
Food Prep Cook/Shift leader
OTG Management
06.2018 - 03.2019
Food Prep Cook/Floor Attendant
Gideon Toal Management Services
06.2017 - 05.2018
Assistant Manager
Waffle House
02.2006 - 03.2017
Diploma - Bank teller
SERJobs
Diploma - Medical Billing and Coding
Everest College-Dallas
High School Diploma -
Franklin D Roosevelt High School
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