Ja’clyn Barrow
Houston,Texas
Summary
Amiable Customer Experience Agent with 6 years of experience managing high customer call volumes while delivering prompt and reasonable customer solutions. Empathetic listener utilizes open-ended questions to determine appropriate action for better customer experiences. Commended for consistent, positive customer reviews.
Overview
7
7
years of professional experience
Work History
Senior Assistant
Gainwell Technologies
01.2024 - Current
- Provided guidance to providers on the enrollment process, timelines, and requirements.
- Collaborated with other departments to develop strategies for optimizing provider maintenance processes.
- Provided technical and operational support for entire organization.
- Responded timely to inquiries from providers regarding their accounts or services rendered.
Senior Assistant Customer Support
Sagility Health
10.2022 - 12.2023
- Facilitated efficient billing processes, contributing to a 10% reduction in billing errors
- Conducted detailed eligibility assessments, ensuring accurate and timely coverage for members
- Proactively addressed member concerns, resulting in a 20% decrease in escalated issues
- Collaborated with cross-functional teams to implement process improvements, enhancing overall service quality.
Eligibility Specialist
Texas Health and Human Services Commission
09.2021 - 10.2022
- Conducted comprehensive interviews to evaluate governmental program benefits, ensuring applicants' needs were met
- Provided comprehensive program information, resolved issues, and meticulously documented case files
- Supported program leaders by implementing streamlined processes, ensuring policy compliance
- Achieved a 15% improvement in benefits processing efficiency, exceeding targets
- Consistently exceeded case review targets by 20%.
Customer Service Representative Team Lead
ADT Security
11.2020 - 09.2021
- Led a team of 8 Customer Service Representatives, resulting in an 85% productivity boost
- Introduced a seamless customer service transition program, streamlining client support
- Conducted performance meetings, provided constructive feedback, and ensured a motivated team
- Maintained a consistent team performance rating above 95%
- Resolved complex customer issues with an average satisfaction rating of 94%.
Customer Service Representative
Majorel
05.2019 - 11.2020
- Generated over 150 weekly leads and successfully converted them into new customers
- Presented valuable customer feedback, leading to product and service enhancements
- Maintained customer satisfaction consistently above 90%
- Streamlined data entry processes, reducing errors by 15%.
Customer Service Associate
Amazon
06.2017 - 05.2019
- Managed high-speed order processing with 100% accuracy and consistently met strict deadlines
- Conducted quality control assessments, ensuring customer satisfaction
- Demonstrated superior time management skills in a fast-paced environment
- Improved efficiency by optimizing task prioritization
- Achieved a 98% accuracy rate in order processing.
Education
Bachelor of Arts - Marketing
Texas Southern University
Houston, TX05-2021
Skills
- Customer service expertise
- Healthcare knowledge
- Provider Relations
- HIPAA Compliance
- Creative Thinking & Problem Solving
- Teamwork and Collaboration
- Technical Troubleshooting
- Operational Support
- CRM Software
- De-Escalation Techniques
- Attention to Detail
- Senior leadership support
Timeline
Senior Assistant
Gainwell Technologies
01.2024 - Current
Senior Assistant Customer Support
Sagility Health
10.2022 - 12.2023
Eligibility Specialist
Texas Health and Human Services Commission
09.2021 - 10.2022
Customer Service Representative Team Lead
ADT Security
11.2020 - 09.2021
Customer Service Representative
Majorel
05.2019 - 11.2020
Customer Service Associate
Amazon
06.2017 - 05.2019
Bachelor of Arts - Marketing
Texas Southern University