Summary
Overview
Work History
Education
Skills
Certification
Professional Highlights
References
Timeline
OfficeManager
JAIME M. FISHER

JAIME M. FISHER

Customer Service Representative
Owings Mills,MD

Summary

Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.

Overview

29
29
years of professional experience
1
1
Certification

Work History

Customer Service Representative

SF&C Insurance Associates Inc.
Owings Mills, MD
09.2016 - 02.2024
  • Provide customer service for a third-party administrator for payroll deductions for disability, accident, annuities, dental and vision, and life insurance policies.
  • Assist clients and agents with day-to-day service needs concerning their coverage
  • Answer incoming calls with questions about benefits, payments, and overall status
  • Confirm personal data and make necessary updates to accounts
  • Enter and process new business and applications
  • Verify applications are completed correctly before forwarding to the insurance carriers
  • Manage various administrative responsibilities
  • Resolve client issues and other service related tasks
  • Support agents by accessing client account information and printing status reports
  • Consult with insurance carriers about mutual clients and accounts
  • Reply to emails from insurance and make necessary corrections to applications
  • Fax, email, and mail forms and documentation
  • Assist clients that come into the office to make payments or discuss policies
  • Document notes for calls and transactions on client accounts.

Client Solutions Center Representative

Jason Pharmeceuticals for Medifast Inc.
Owings Mills, MD
09.2013 - 06.2016
  • Provide client support for busy call center
  • Proactively educate clients about Medifast Weight Loss System, website, online services and support resources
  • Navigate customer service driven software applications to facilitate orders, account activation, track packages, refunds, returns and exchanges
  • Follow guidelines set by the Quality Assurance Team on every call (monitored)
  • Maintain ongoing knowledge of products, policies and procedures
  • Convey current promotions to effectively cross sell products and other services
  • Utilize effective communication, handle complex client issues and diffuse escalated situations
  • Resolve issues independently using patience and positive listening skills
  • Identify issues, complaints, and expectations to assure customer satisfaction and achieve first call resolution
  • Add value to our client interaction through consistent delivery of our guideline principle to create the Ultimate Client Experience, commitment to core values, and dedication to professional performance.

Customer Service Representative/ Front Desk

Days Inn Inner Harbor
Baltimore, MD
05.2007 - 08.2013
  • Acknowledge and greet all guests upon entry with courtesy
  • Provide guests with assistance during registration and throughout their stay
  • Make & modify reservations, manage incoming calls, respond to emails & electronic reservations
  • Compile & check daily record sheets, guest accounts, receipts & vouchers using computerized or manual systems
  • Perform office management and clerical duties
  • Maximize revenue and cash flow by promoting hotel services while adhering to credit and inventory control processes
  • Promoted to Lead Front Desk Agent and assigned Front Desk Trainer to new hires in company procedures & policies, customer service etiquette, Opera 5.0 & Medallia systems training.

Guest Services Representative

The Radisson Plaza Lord Baltimore
Baltimore, MD
02.2004 - 05.2007
  • Complete hotel registration & accommodations during guest check-in & check-out process, meet any needs during their entire stay
  • Manage all front desk responsibilities including hotel operator & concierge duties
  • Respond to guest inquiries, concerns or complaints
  • Troubleshoot to resolve guest issues
  • Prepare daily reports & balance transactions.

Customer Service Representative

Embassy Suites Hotel
Hunt Valley, MD
12.2001 - 01.2004
  • Perform front desk duties with expedited check-in and check-out service
  • Confirm reservation information, process payments, answer incoming calls, perform daily administrative tasks
  • Provide any assistance necessary to ensure guest satisfaction and repeat business.

Lead Ticket Agent

Air Mobility Command, BWI Airport
Linthicum Heights, MD
04.1998 - 10.2001
  • Passenger service ticket agent for US Armed Forces on official travel between the Continental US, Europe, and southeast Asia
  • Confirm reservations, inspect proper military identification, examine passports and visas
  • Assist passengers through flight check-in procedures
  • Process all luggage, military cargo, weapons and firearms
  • Brief passengers on boarding times and pertinent flight information
  • Prepare and print flight manifest
  • Make aircraft boarding and departure announcements and provide any special assistance
  • Ensure passengers boarded on AMC missions are manifested.

Teller/ Customer Service Representative

BGE/Baltimore Gas & Electric Company
Baltimore, MD
03.1995 - 02.1998
  • Interact with approximately 250 customers daily, accepting payments for gas, electric, merchandise, or appliance contract bills
  • Receive orders for installation, turn-on, discontinuance, or change in service
  • Handle account activities, billing details, service orders, and delinquent payments
  • All day use of IBM CRT terminal and 10-key validating adding machine for data entry
  • Balance and total daily receipts carefully and accurately.

Education

Office Management/ Business Administration Curriculum -

Crown Business Institute
Atlanta, GA
01.1988

Executive Secretary Curriculum -

Stuart School of Business Administration
Wall, NJ
01.1987

Academic studies/High School Diploma -

Red Bank Regional High School
Little Silver, NJ
01.1985

Skills

  • 20 years of work experience in the Hospitality Industry, Customer Service & Office Management
  • Strong written and transcription skills, accurate and rapid keyboarder, experienced in editing and proofreading lengthy documents with focus on word definition, spelling, sentence structure, syntax, and grammar Proficient in office and clerical duties
  • Skillful in time management, prioritizing tasks, and meeting deadlines
  • A problem solver who quickly grasps complex situations and turn them into manageable tasks
  • Ability to produce quality work even when under extreme time pressure and deadlines Understand and follow complex instructions to produce successful conclusions
  • Cooperatively work with others to achieve a team goal
  • Professional and positive attitude, genuinely enjoy helping people
  • Qualifications in Secretarial and Administrative Assistance, Sales, & Business Administration
  • Demonstrate engagement by conveying willingness to help
  • Maximize revenue and cash flow by promoting services while adhering to credit and inventory control processes
  • Strong communicational skills resulting in exceptional rapport with people Proven success in initiating, promoting and maintaining strong interpersonal relations Able to deal courteously, professionally, and tactfully with the general public in a variety of circumstances
  • Utilize Microsoft Office including Outlook, Word and Excel
  • Inbound and Outbound Calling
  • Paperwork Processing
  • Call Management
  • Complaint resolution
  • High-energy attitude
  • Service Upselling
  • Customer consulting
  • Problem Resolution
  • Administrative Support
  • Customer Service
  • Positive and professional
  • Client Relations
  • Clerical Support
  • Account updating
  • Active Listening
  • Microsoft Office expertise
  • Follow-up skills
  • Conflict Resolution
  • Appointment Scheduling
  • Microsoft Outlook
  • Documentation

Certification

  • Completed Signature Worldwide Business and Training Solutions- Legendary Sales & Customer Service Training.
  • U.S. Custom Security Seal from Maryland Aviation Administration and U.S. Customs Service.
  • Completed pre-employment suitability screening as part of INS contractor hiring process by U.S. Department of Justice.
  • Myers Briggs for Managers, LDI Emotional Intelligence, Navigating through Change in the Workplace, and Understanding and Resolving Conflict.

Professional Highlights

  • Medifast: Promoted to CSCR II, then to Health Coach Services Global Support Team. "Shooting Star" award for delivering exceptional service and gained numerous 100 Scores for Quality Assurance. Recognized for “exceeding expectations" in my Annual Performance Evaluations.
  • Hotels: Appointed Lead Agent and Trainer to newly hired Front Desk Guest staff, same year hotel won "Hotel of the Year Award" out of 1200 hotels.
  • Academic: "Omega Psi Phi Award" for outstanding achievement. "Omega Psi Phi Award" for academic excellence.

References

Denoris Gilmore, 410-908-4470, Iris West, 443-527-8135

Timeline

Customer Service Representative

SF&C Insurance Associates Inc.
09.2016 - 02.2024

Client Solutions Center Representative

Jason Pharmeceuticals for Medifast Inc.
09.2013 - 06.2016

Customer Service Representative/ Front Desk

Days Inn Inner Harbor
05.2007 - 08.2013

Guest Services Representative

The Radisson Plaza Lord Baltimore
02.2004 - 05.2007

Customer Service Representative

Embassy Suites Hotel
12.2001 - 01.2004

Lead Ticket Agent

Air Mobility Command, BWI Airport
04.1998 - 10.2001

Teller/ Customer Service Representative

BGE/Baltimore Gas & Electric Company
03.1995 - 02.1998

Office Management/ Business Administration Curriculum -

Crown Business Institute

Executive Secretary Curriculum -

Stuart School of Business Administration

Academic studies/High School Diploma -

Red Bank Regional High School

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JAIME M. FISHERCustomer Service Representative