Heather Jones
Chandler,AZ
Summary
Experienced Client Relations expert with 8+ years experience providing exceptional customer service and support to clients. Highly organized, detail-oriented, and able to manage multiple tasks simultaneously. Committed to delivering quality customer service and building strong relationships with clients. Looking to being a part of a great and successful organization.
Overview
9
9
years of professional experience
Work History
Case Management
Mckesson
Scottsdale, AZ
08.2014 - 03.2015
- Responded to incoming calls, faxes and email inquires
- Entered patient data into the system, creating new patient files, opening cases, and keeping information up-to-date
- Stayed current on HIPAA regulations, benefits claims processing, medical terminology, and other procedures
- Ensured claims were billed and paid correctly with-in vendors regulations
- Liaison communication between correct department, Pharmacies or Dr. offices to facilitate progress on patient cases
- Loose-ended day-to-day office processes to meet long-term goals
- Documented conversations regarding the outcome, progress or solutions
Customer Solutions Specialist
Asurion
Phoenix, AZ
03.2013 - 05.2014
- Handled incoming customer complaints with fast, friendly and knowledgeable service pertaining to customer accounts and technical issues with service and devices
- Processed equipment replacements upgrades and customer and billing information
- Maximized customer satisfaction by handling more than 50 customer telephone interactions per day
- Multitasked across screens, systems and applications to resolve a broad range of technical issues
- Documented conversations with customers and followed up as needed to resolve and provide solutions with on-going issues
- Met and exceeded productivity goals by handling every interaction with top-notch customer service
Technical Support Specialist
Dish Network
Phoenix, AZ
10.2010 - 02.2013
- Fielded incoming calls and served as level-three support escalation point for customers, technicians, DISH vendors and members within the company support staff
- Communicated calmly and empathetically when troubleshooting to resolve issues related to DISH equipment, applications, website, and 3rd party equipment
- Updated software versions with patches and new installations
- Assisted with data connectivity to all compatible equipment
- Updated and processed programming and equipment changes and upgrades
- Devised temporary workarounds and resolutions for problems needing replacement equipment or requiring an on-site technician
- Documented and updated account notes for technical and troubleshooting accuracy and identified needed procedures for future support actions
- Helped customers track and ship packages
- Built and maintained successful relationships with service providers, vendors, technicians and customers
Customer Service Associate
Global Stream
Phoenix, AZ
01.2008 - 07.2010
- Delivered efficient, accurate technical and customer support regarding service or equipment related concerns
- Probed with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality
- Performed complete phone erasures and factory resets, debugged problems and refurbished devices
- Determined customers warranty eligibility, processed claims, tracked replacement orders
- Escalated customer concerns, store issues and inventory requirements to supervisors
- Improved service quality and increased sales by developing strong knowledge of company's products and services
Reservation Agent
U-Haul International Inc.
Phoenix, AZ
03.2006 - 01.2008
- Assisted customers via phone by answering questions and offering pricing and trip estimations while securing reservations
- Verified guest information and payment options ensuring accuracy and completeness
- Assisted customers with pick-up and drop off locations and product complaints
- Boosted reservations using detailed knowledge of U-Haul vehicles, dollies, trailors, other add-ons when closing reservations for customers
Education
GED -
International Institute of The Americas
Phoenix, AZ2005
Skills
- Customer service expert
- Data entry
- Troubleshooting proficiency
- Adaptability
- Patience
- Organizational strengths
- Excellent verbal and written communication
- Excellent problem solving skills
- Time management skills
- Team leadership
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Your vision will become clear only when you can look into your own heart. Who looks outside, dreams; who looks inside, awakens.
Carl Jung
Timeline
Case Management
Mckesson
08.2014 - 03.2015
Customer Solutions Specialist
Asurion
03.2013 - 05.2014
Technical Support Specialist
Dish Network
10.2010 - 02.2013
Customer Service Associate
Global Stream
01.2008 - 07.2010
Reservation Agent
U-Haul International Inc.
03.2006 - 01.2008
GED -
International Institute of The Americas
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