Hellena Jones
Mesquite
Summary
Friendly and empathetic with excellent communication skills, dedicated to providing outstanding service and support. Possesses solid understanding of customer needs and conflict resolution, coupled with strong problem-solving abilities. Aiming to build positive customer relationships and contribute to customer satisfaction and loyalty.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Walmart
08.2021 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Medical Assistant
Rhome Family Healthcare
09.2022 - 01.2023
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Obtained client medical history, medication information, symptoms, and allergies.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Performed medical records management, including filing, organizing and scanning documents.
- Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
- Ensured patient safety and comfort during examinations, effectively addressing concerns and answering questions.
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
- Performed phlebotomy tasks efficiently while ensuring minimal discomfort for patients during blood collection procedures.
Insurance Claims Analyst
State Farm
06.2021 - 01.2022
- Collaborated with cross-functional teams to develop strategies for minimizing risk exposure and managing potential liabilities.
- Evaluated existing policies for potential gaps or discrepancies that may lead to future risks or issues within the organization.
- Provided expert guidance to junior analysts on complex claims investigations and resolution strategies, enhancing team performance overall.
- Developed strong relationships with external partners, such as independent adjusters and legal counsel, to facilitate timely claim resolution.
Insurance Specialist
Primerica
03.2018 - 02.2021
- Enhanced customer satisfaction by addressing insurance-related inquiries and resolving issues promptly.
- Processed eligibility and benefits verification and authorization requests.
- Followed up on denials, late payments, extensions and other special circumstances.
- Tracked pending authorizations to resolve discrepancies and avoid revenue loss.
- Maintained high standards of customer service by building relationships with clients.
- Resolved discrepancies in insurance payments by collaborating with carriers.
- Communicated effectively with members of operations, finance, and clinical departments.
- Contributed to team performance by sharing industry knowledge and assisting colleagues in complex cases.
Education
College Diploma - Medical Assisting
Peloton College
Arlington, TX01.2023
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Customer relations
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Payment processing
- Professional telephone demeanor
- Call center operations
- Scheduling
- Follow-up skills
- Product knowledge
- Call management
- Paperwork processing
- Appointment scheduling
- Order processing
- Documentation
- Data collection
- Prioritization
- Clerical support
- Live chat support
- Dispute resolution
- Customer education
- Product sales
- Product and service solutions
- Sales expertise
- Order fulfillment
Timeline
Medical Assistant
Rhome Family Healthcare
09.2022 - 01.2023
Customer Service Representative
Walmart
08.2021 - Current
Insurance Claims Analyst
State Farm
06.2021 - 01.2022
Insurance Specialist
Primerica
03.2018 - 02.2021
College Diploma - Medical Assisting
Peloton College
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