Jonnié Clark
Detroit,Michigan
Summary
Proficient in utilizing customer service best practices and adept at exploring different solutions. 10 plus years of experience servicing customers in multiple aspects from call center, face to face, via email, text, and administration warehousing. Including tech support, allocation software, escalations, billing, and coding. Excels in listening to one’s needs, articulating product benefits, and creating solutions that provide value. Efficient while maintaining a high level of professionalism. My adaptability and computer proficiency consistently drove results, underscoring a commitment to exceeding employer expectations.
Overview
6
6
years of professional experience
Work History
Supervisor
HR Block
09.2023 - Current
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Identified operational inefficiencies and implemented corrective measures to increase effectiveness.
- Cultivated strong relationships with key clients or stakeholders through consistent communication and excellent service delivery.
Insurance Customer Service Representative
Working Solutions
07.2023 - Current
- Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Responded to customer requests for products, services, and company information.
- Handled sensitive customer information with discretion, adhering to strict data privacy regulations at all times.
- Processed insurance policy cancellations and renewals quickly to meet call time targets.
- Consistently met or exceeded performance goals related to both sales targets and customer service metrics.
- Fostered strong relationships with clients, providing personalized service and assistance on various insurance products.
Shipping/Receiving Clerk
Nations OTC
09.2022 - 06.2023
- Processed invoices and order forms for goods received and shipped for proof of transactions.
- Maintained accurate inventory levels through regular cycle counts and updating the warehouse management system accordingly.
- Monitored scheduled shipment dates to achieve timely delivery, expediting as necessary, and communicating variances to customers.
- Conducted counts and audits of inventories to identify and resolve discrepancies in records.
- Verified transactions, product orders, and shipping dates and entered information into databases and reports.
- Operated equipment such as forklifts, reach truck and balers to move outgoing shipments to loading area.
- Facilitated smooth communication between logistics partners, warehouses, and customers regarding shipment updates or delays for a seamless experience.
- Handled high-volume paperwork and collaborated with administrators to resolve invoicing and shipping problems.
Quality Control Technician
Dreamfields Inc.
03.2022 - 09.2022
- Collaborated with production teams to address and resolve quality concerns, improving overall product reliability.
- Inspected raw materials and finished products to verify quality and disposed items that did not meet safety requirements.
- Evaluated samples against standards by completing measurements, visual inspections, and other established tests.
- Trained new team members on proper quality control techniques, fostering a culture of excellence within the department.
- Assisted management in maintaining ISO certification through diligent documentation and adherence to established protocols.
- Improved communication between departments by acting as a liaison between production and engineering teams on quality matters.
- Managed non-conforming product evaluations and disposition, minimizing negative impacts on production schedules and customer satisfaction.
- Evaluated supplier performance through regular audits, ensuring only high-quality materials were used in production processes.
- Completed supporting documentation for testing procedures, data capture forms, equipment logbooks and inventory forms.
- Reviewed and validated quality requirements for manufacturing planning, supplier purchase orders, and engineering specifications to meet contract compliance regulations.
Customer Support Specialist/Receiving Clerk
At Home Decor
04.2021 - 03.2022
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Resolved concerns with products or services to help with retention and drive sales.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Insurance Specialist
Quicken Loans
02.2020 - 03.2021
- 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.
- Developed strong rapport with providers which led to better negotiating power on behalf of clients when needed.
- Simplified complex insurance concepts for clients, facilitating informed decision-making regarding policy options.
- Maintained confidentiality of patient finances, records, and health statuses.
- Increased sales revenue with persuasive presentations of insurance products tailored to clients'' needs.
- Supported underwriting department by meticulously reviewing applications for accuracy and risk assessment.
Problem Solve Leadership/Shipping Clerk
Amazon
06.2018 - 02.2020
- Coordinated with warehouse staff to ensure timely order fulfillment and delivery.
- Collaborated with customer service team to resolve shipping issues and provide timely updates to clients.
- Assisted in training new employees on company shipping policies and procedures, promoting consistent quality across the team.
- Consistently met customer satisfaction goals through diligent attention to detail and commitment to delivering high-quality service in every shipment handled.
- Established strong relationships with carriers, enabling prompt resolution of any logistical challenges that arose during transit.
- Prepared detailed reports on shipping activities, providing valuable insights for management decision-making processes.
- Orchestrated routing by producing accurate shipping documentation and package labels.
- Monitored scheduled shipment dates to achieve timely delivery, expediting as necessary, and communicating variances to customers.
- Used computer software to operate robots and programs to allocate packages to designated routes.
Education
High School Diploma -
Jackson High School
Jackson, MI05.2024
No Degree - Photography
The Art Institute of Pittsburgh
Pittsburgh, PA05.2015
Internship - Medical Office Assistance
Harden Family Dental
Detroit, MI05.2012
Diploma - Medical Office Management
Kaplan University
Davenport, IA05.2010
Skills
- Goal-Oriented
- Staff Management
- Complex Problem-Solving
- Strategic Planning
- Schedule development
- Business Administration
- Data Analytics
- Time Management
- Excellent Communication
- Adaptability and Flexibility
- Professional
- Computer Proficiency
Timeline
Supervisor
HR Block
09.2023 - Current
Insurance Customer Service Representative
Working Solutions
07.2023 - Current
Shipping/Receiving Clerk
Nations OTC
09.2022 - 06.2023
Quality Control Technician
Dreamfields Inc.
03.2022 - 09.2022
Customer Support Specialist/Receiving Clerk
At Home Decor
04.2021 - 03.2022
Insurance Specialist
Quicken Loans
02.2020 - 03.2021
Problem Solve Leadership/Shipping Clerk
Amazon
06.2018 - 02.2020
High School Diploma -
Jackson High School
No Degree - Photography
The Art Institute of Pittsburgh
Internship - Medical Office Assistance
Harden Family Dental
Diploma - Medical Office Management
Kaplan University