Jamaal Billups
East Chicago,IN
Summary
Experienced customer service professional prepared for meaningful contributions in dynamic environment. Proven ability to resolve complex issues efficiently and utilize listening and communication skills to provide an extraordinary customer experience.
Overview
14
14
years of professional experience
Work History
Account Manager
Uber Freight
05.2019 - 03.2025
- Coordinated the successful execution of 100's of deliveries every weekend for a portfolio of enterprise and mid market customers. Handled end to end logistics for key accounts by creating loads, scheduling pick up and delivery, and using advanced technology to optimize routes.
- Served as the primary point of contact for customers, shippers, receivers, and truck drivers, communicating via phone, email, Zendesk, and customers' transportation management systems.
- Successfully resolved any number of delivery challenges including the handling of overages, shortages, and damages; tipped and shifted freight, restacks and trailer rejections, cross docking and trans-loading, breakdowns, vendor issues, late drivers, TONU resolution and payments, and more.
- Experience with multiple TMS (Transportation Management Systems). Experience in Carrier Sales, EDI systems and understanding of end to end Supply Chain Management. Consistently met and exceeded contractual obligations and service level agreements.
Customer Service Agent
The Warranty Group
Chicago, Illinois
04.2018 - 04.2019
- Served as the face and voice of the company interacting with 30-60 customers by phone, chat, and email with warranty and policy issues, reviewing claims status, educating card members on their benefits, and coordinating with claims adjusters.
- Requires excellent communication, problem-solving, and multitasking skills, superior customer service, issue resolution, and customer record maintenance.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Identified and resolved discrepancies and errors in customer accounts.
Medicaid Customer Service Agent
Maximus Inc.
01.2016 - 01.2019
- Answered over 50 inbound calls in a fast-paced setting handling inquiries about benefits, eligibility, and program guidelines, explaining plan details, coverage provisions, and rights and responsibilities.
- Resolved complex health coverage issues through research and collaboration with diverse agencies.
- Addressed complaints, grievances, and appeals from members and providers. Updating records and documenting interactions using CRM software and several healthcare platforms.
Research Interviewer
Mathematica Policy Research
10.2010 - 08.2015
- Ensured compliance with Federal government’s research for the U.S Department of Health and Human Services.
- Conducting comprehensive, qualitative data collection via phone for Federal healthcare research, working directly with senior and upper-level management, pursuing contacts in every city and state.
- Maintained confidentiality of customer information and company procedures.
- Exceeded goals and strict deadlines with superior quality.
Education
Universal EPA Tech. /HVAC/R Certification - HVAC/R
Environmental Technical Institute
Blue Island, IL05.2004
Biology
Chicago State University
Chicago, IL06.2000
Electroneurodiagnostic Technology
East West University
Chicago, IL06.1998
Skills
- SaaS/Technology Proficiency
- Customer service
- Communication
- Issue resolution
- CRM software
- Customer relationship management (CRM)
- Active listening
- Critical thinking
- Account management
- Teamwork and collaboration
- Zendesk
- Customer Experience
- Clear Communication
- Salesforce
- Account Management
- Slack
- Client Relations
- Negotiation
- Google Workspace
- Customer Retention
- Active Listening
- MS Teams
- Project Management
- Problem Solving
- Microsoft Office
- Logistics
- Flexibility and adaptability
- Data Collection Tools
- Collaboration
- Data Analysis Tools
- Market Research Software
Timeline
Account Manager
Uber Freight
05.2019 - 03.2025
Customer Service Agent
The Warranty Group
04.2018 - 04.2019
Medicaid Customer Service Agent
Maximus Inc.
01.2016 - 01.2019
Research Interviewer
Mathematica Policy Research
10.2010 - 08.2015
Universal EPA Tech. /HVAC/R Certification - HVAC/R
Environmental Technical Institute
Biology
Chicago State University
Electroneurodiagnostic Technology
East West University