Jahlonda Taylor
Lansford,PA
Summary
Performance-driven Customer Support and Data Entry Specialist with 8 years of experience in high-volume environments. Consistently maintained a 98% First Contact Resolution rate and achieved 99% data entry accuracy. Expertise in healthcare navigation, CRM systems, and effective de-escalation techniques.
Overview
1
1
Certification
10
10
years of professional experience
Work History
Data Entry Clerk
WTW
Remote, PA
07.2025 - 12.2025
- Entered client records into company databases with high accuracy to ensure reliable data management.
- Reviewed documents for completeness and verified data accuracy, ensuring integrity before processing.
- Verified accuracy and completeness of data entry into the database system.
- Performed data entry from paper documents, emails, and other sources into computer systems.
- Updated existing records with new or revised information.
- Compiled and organized data from multiple sources, preparing reports for informed decision-making.
- Trained new employees on data entry procedures and software use.
Customer Service Retail Sales Consultant
William Sonoma
Remote, PA
05.2024 - 01.2025
- Resolved customer complaints efficiently while maintaining a positive atmosphere.
- Assisted customers with product inquiries and provided tailored recommendations.
- Answered store and merchandise questions and led customers to wanted items.
- Processed sales transactions accurately using point-of-sale systems.
- Computed purchases and received and processed cash or credit payment.
- Managed inventory and organized merchandise displays on the sales floor.
- Maintained knowledge of sales and promotions, return policies and security practices.
Claims & Customer Service Associate
The Cigna Group
04.2023 - 12.2023
- Handled 70+ inbound customer service calls daily in a high-volume call center environment, resolving complex insurance claim inquiries and maintaining a 95%+ Customer Satisfaction (CSAT) score.
- Investigated claim discrepancies by gathering documentation, achieving a 15% reduction in claim processing turnaround times to meet strict Service Level Agreements (SLAs).
- Handled caller grievances using de-escalation techniques, ensuring positive outcomes while maintaining compliance with HIPAA guidelines.
- Analyzed, verified, and processed medical billing claims with 99.2% data entry accuracy, auditing medical records and determining claim validity in accordance with healthcare regulations.
- Documented customer interactions, tracked claim statuses, and updated sensitive client records securely using CRM software and cloud-based systems.
- Worked remotely to assist customers with inquiries and claims processing.
Advisor II – Customer Support & Live Chat Specialist
Concentrix
08.2017 - 03.2023
- Managed a high-volume queue of inbound inquiries, sales leads, and account escalations, achieving a 98% First Contact Resolution (FCR) rate.
- Provided high-tier inbound phone and omnichannel live chat support for diverse accounts, maintaining an Average Handle Time (AHT) under target without sacrificing quality.
- Cross-sold products and solutions during customer interactions, achieving monthly sales and retention targets consistently by 12%.
- Coordinated with teams via Microsoft Teams and Zoom to identify process bottlenecks and streamline workflows for quicker customer issue resolution.
- Executed accurate customer data entry, account updates, and progress documentation in Salesforce and internal CRM systems to ensure up-to-date records.
- Collaborated with team members from a remote location
Level I Tech & Customer Service Representative
C3i Solutions (now HCLTech)
Wilkes-Barre, PA
01.2016 - 07.2017
- Delivered technical and customer care support via phone and email, managing 60+ tickets daily with strict adherence to response time SLAs.
- Conducted step-by-step troubleshooting for software applications, network connectivity, and hardware issues, maintaining a 92% single-call resolution rate.
- Logged client interactions, technical details, and resolution steps in ticketing system to maintain comprehensive records.
Education
M.D. - Psychology
Capella University
09-2027
Some College (No Degree) - Through The Customers Eyes I&II
WV Department of Adult Education
Skills
- Data Entry Accuracy
- Database Management
- Claims Processing
- Document Review
- Data Quality Control
- Systems & Software: Salesforce, Workday, VPN, Active Directory, Remote Access Software
- Office & Productivity: Microsoft Office (Excel, Outlook, Teams), Google Workspace (Sheets, Docs), Zoom, Adobe Acrobat
- Record Keeping
- Data Input
- Billing Documentation
- Client Support
- Data Validation
- Data Verification
- Data Organization
Certification
Health Insurance License, Property & Casualty License, Accredited Tax Preparer (ATP) / Enrolled Agent, CompTIA Security+
Timeline
Data Entry Clerk
WTW
07.2025 - 12.2025
Customer Service Retail Sales Consultant
William Sonoma
05.2024 - 01.2025
Claims & Customer Service Associate
The Cigna Group
04.2023 - 12.2023
Advisor II – Customer Support & Live Chat Specialist
Concentrix
08.2017 - 03.2023
Level I Tech & Customer Service Representative
C3i Solutions (now HCLTech)
01.2016 - 07.2017
M.D. - Psychology
Capella University
Some College (No Degree) - Through The Customers Eyes I&II
WV Department of Adult Education