JaLaina Pichon
Houston,TX
Summary
Dynamic Customer Service Representative with a proven track record excelling in high-volume call environments. Expert in active listening and critical thinking, effectively resolving member inquiries and enhancing satisfaction. Demonstrated proficiency in data entry and navigating complex systems, ensuring compliance and confidentiality while delivering exceptional service.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Humana
2023.10 - 2026.01
- Handled 60-80 inbound calls per day in a high-volume call center, assisting members with healthcare benefits, claims, billing, and coverage inquiries.
- Maintained a 95%+ customer satisfaction
(CSAT) score by delivering clear communication, empathy, and efficient issue resolution. - Achieved 85% first-call resolution rate by identifying root issues and providing accurate, timely solutions.
- Accurately documented 100% of customer interactions while updating account information in real time with strong attention to detail.
Behavioral Technician
Butterfly Effects Inc.
2022.07 - 2023.09
- Implemented and supervised interactive activities tailored to the developmental stages of infants and toddlers, fostering a safe and supportive environment.
- Conducted regular audits of safety practices and supervision standards, achieving an impeccable safety record.
- Coordinated feeding schedules, diaper changes, and engaging activities to support children's developmental milestones.
- Built strong, trust-oriented connections with families, resulting in increased client referrals and ongoing engagement.
Education
High School Diploma -
Washington High School
Houston, TX2022
Skills
Microsoft Office (Word, Excel, Outlook, Teams)
Multitasking & Dual Monitor Navigation
Problem Solving & Troubleshooting
Verbal Communication & Active Listening
Time Management & Organization
Healthcare Support & Medical Terminology
Timeline
Customer Service Representative
Humana
2023.10 - 2026.01
Behavioral Technician
Butterfly Effects Inc.
2022.07 - 2023.09
High School Diploma -
Washington High School