Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jacqueline Ford

Summary

Dedicated and results-driven Customer Service Representative with over 8 years of experience across diverse industries, including insurance, banking, and healthcare. Adept at managing high-volume customer inquiries, resolving complex issues, and maintaining positive relationships through excellent communication and problem-solving abilities. Demonstrates a strong ability to adapt to changing environments, multitask effectively, and provide solutions that improve customer satisfaction and loyalty. Skilled in troubleshooting, data analysis, and using CRM systems to track customer interactions and manage workflows. A collaborative team player with a proven track record of meeting service level agreements, enhancing service delivery, and contributing to organizational success.

Overview

10
10
years of professional experience

Work History

Customer Service Representative

Farmers Insurance
10.2022 - Current
  • Communicate with customers via multiple channels, including phone and email, to address inquiries and provide information about insurance policies and services.
  • Used resourcefulness, skill, and advanced use of internal knowledge bases to respond to customer requests for products, services, and information
  • Assist customers in understanding their insurance options, payment processing, coverage details, and billing information.
  • Analyze and resolve policy and account-related questions, ensuring customer satisfaction
  • Troubleshoot problems ranging from simple password resets to more complex issues using excellent problem-solving skills


Rapid Response Specialist

Paychex
07.2022 - 10.2022
  • Managed high-volume inbound calls, averaging 80+ daily, addressing client inquiries related to payroll, tax information, and account issues.
  • Entered and processed payroll data, including salary adjustments, special payments, and tax allocations, ensuring accuracy and compliance.
  • Provided timely solutions to client issues, demonstrating strong problem-solving skills and product knowledge.
  • Educated clients on payroll processes, tax regulations, and Paychex services, enhancing client understanding and satisfaction.
  • Collaborated with team members and supervisors to resolve complex issues and improve service delivery.
  • Maintained detailed records of client interactions and transactions, adhering to company policies and procedures.
  • Participated in ongoing training to stay current with payroll systems and regulatory changes.

Account Advisor

Blue Cross and Blue Shield of Louisiana
07.2018 - 06.2022
  • Resolve benefit and claim inquires via the telephone from member or provider in call center setting while managing high call volumes with tact and professionalism
  • Researched issues on various computer systems and database to resolve provider complaint and answer inquires
  • Complied with all laws and regulation associated with duties and responsibilities
  • Promote and maintain a positive company image through direct contact with customers
  • Answer inbound calls from customers having problems with their online accounts
  • Troubleshoot problems ranging from simple password resets to more complex issues using excellent problem-solving skills
  • Reviewed and researched billing and healthcare claim inquiries from providers to ensure correct payment was applied

Customer Service Advisor

Hancock Whitney Bank
03.2018 - 07.2018
  • Answer inbound calls from customers having problems with their online accounts
  • Troubleshoot problems ranging from simple password resets to more complex issues using excellent problem-solving skills
  • Logged cashier's checks and other transactions to keep account records accurate
  • Was able to provide customer records on demand, such as account statements and check copies
  • Assisted customers with opening or closing accounts, filling out loan applications, and enrolling in new services
  • Provided assistance to customers who had their debit cards compromised and issued new credentials
  • Ordered customer checks and double-checked the starting numbers
  • Used my excellent interpersonal and communication skills to build and strengthen customer relationships.

Collection Specialist

Crescent Bank and Trust
12.2016 - 03.2018
  • Used scripted conversation prompts to convey current account information and obtain payments
  • Set up drafts and processed immediate payments after conducting thorough research and analysis of the account
  • Worked in a call center, where I handled outbound calls that were both manually and automatically dialed
  • Used skip tracing and other methods to locate debtors
  • Performed targeted collections on accounts that were past due for more than 30 days
  • Kept track of accounts to see if they were sticking to their payment plans and flagged any that weren't.

Customer Service Specialist

Xerox
12.2014 - 04.2016
  • Effectively controlled the release of proprietary and confidential information for general client lists
  • Provided support and mentoring to new team members as they learned various navigational duties
  • Provided exceptional customer service to every customer by updating customer on program changes
  • Promoted a superior customer experience by responding to customer concerns, demonstrating empathy, and quickly resolving issues
  • Assisted customers by answering a wide range of questions about the program.

Education

High School Diploma -

Istrouma Magnet High
Baton Rouge, LA
05.2009

Skills

  • Adaptability
    Quickly learning new processes and systems
    Adapting to changing customer needs or company policies
  • Team Collaboration
    Working well with a team to achieve customer service goals
    Collaborating with other departments (eg, sales, IT) for efficient service delivery
  • Attention to Detail
    Accuracy in handling customer inquiries and processing orders
    Ensuring data integrity in customer records
  • Leadership
    Mentoring and training new employees
    Taking ownership of service issues and guiding others to solutions

Timeline

Customer Service Representative

Farmers Insurance
10.2022 - Current

Rapid Response Specialist

Paychex
07.2022 - 10.2022

Account Advisor

Blue Cross and Blue Shield of Louisiana
07.2018 - 06.2022

Customer Service Advisor

Hancock Whitney Bank
03.2018 - 07.2018

Collection Specialist

Crescent Bank and Trust
12.2016 - 03.2018

Customer Service Specialist

Xerox
12.2014 - 04.2016

High School Diploma -

Istrouma Magnet High

Similar Profiles

CREATE PROFILE
Jacqueline Ford