Jada Gardner
Copperas Cove,TX
Summary
Professional with a strong background in varied remote customer interactions, from complex issue resolution in healthcare to multi-channel chat and technical support. Highly skilled in conflict resolution, communication, and problem-solving across multiple platforms (voice, email, chat). Effective team collaborator, adaptable to changing needs, and consistently focused on achieving efficient and empathetic results. Known for reliability, technical aptitude, and a proactive approach to meeting customer and organizational goals in remote environments.
Overview
9
9
years of professional experience
Work History
Customer Service Representative (Remote)
Centene
West Des Moines, US
05.2023 - Current
- Supported initiatives to enhance customer loyalty and retention. Assisted in implementing strategies aimed at improving client satisfaction. Contributed to efforts in maintaining strong relationships with existing customers.
- Resolve customer issues promptly, enhancing satisfaction and retention.
- Efficiently manage high call volumes, reducing wait times.
- Update and maintain accurate customer records for seamless service.
- Assisted in processing and reviewing claims for timely resolution. Supported teams in managing claim inquiries efficiently. Facilitated communication between clients and departments to address claim issues.
- Educate customers on billing and policies, improving understanding.
- Collaborate in team meetings to stay current with product changes.
- Fostered a positive customer experience by actively addressing inquiries, resulting in improved customer satisfaction and loyalty.
Remote Chat Representative
ModSquad
Sacramento, CA, US
04.2022 - 04.2024
- Provide real-time support to customers via live chat, managing up to 4 sessions simultaneously while maintaining high quality scores.
- Assist users with account-related issues, technical problems, and policy inquiries, ensuring quick and accurate solutions.
- Utilize internal tools and knowledge bases to provide up-to-date and comprehensive support.
- Escalate complex technical issues to higher-level support tiers as needed, providing clear and concise notes.
- Maintained a consistent average response time below key performance targets.
Chat Support Representative (Remote)
Banfield Pet Hospital
Seattle, US
11.2020 - 03.2022
- Handled live chat inquiries, ensuring timely replies and enhancing customer satisfaction.
- Built customer relationships through effective communication and problem-solving.
- Managed multiple chat sessions efficiently.
- Resolved technical issues via multiple channels.
- Stayed informed on product updates.
Work From Home Customer Solutions Specialist (Work from Home)
Concentrix
Tempe, AZ, US
08.2017 - 04.2018
- Provided first-line support to customers via phone and email for a variety of general inquiries and technical troubleshooting.
- Documented and resolved customer concerns with attention to accuracy and detail.
- Navigated multiple software systems to retrieve necessary data and process customer requests.
- Successfully completed a comprehensive remote training program and met all performance metrics.
- Contributed to a high team satisfaction score through collaboration and a positive work ethic.
Education
HIGH SCHOOL DIPLOMA - undefined
Steilacoom High School
Steilacoom, WA05-2017
Skills
- Customer Service
- Active Listening
- Microsoft Word
- Microsoft PowerPoint
- Customer Relationship Management (CRM) Software
- Data Entry
- Complaint Resolution
- Information Security
- Communication
- Multitasking
- Problem Solving
- Critical thinking
- Computer proficiency
- Zendesk / Live Chat Platforms
Timeline
Customer Service Representative (Remote)
Centene
05.2023 - Current
Remote Chat Representative
ModSquad
04.2022 - 04.2024
Chat Support Representative (Remote)
Banfield Pet Hospital
11.2020 - 03.2022
Work From Home Customer Solutions Specialist (Work from Home)
Concentrix
08.2017 - 04.2018
HIGH SCHOOL DIPLOMA - undefined
Steilacoom High School