Jamecia Holloway
Carrollton,GA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
23
23
years of professional experience
4
4
years of post-secondary education
Work History
Grader
Pilgrim's Pride
Carrollton, GA
09.2023 - Current
- Inspect and ensure quality of chicken parts
- Visually and physically inspect parts of chicken and replace if needed
- Work in various grading areas as needed.
Production Worker
North Georgia Staffing
Carrollton, GA
08.2023 - 09.2023
- Inspect quality and finesse (repair) Nissan and Honda automotive parts
- Ensure quality of parts, repair if possible, or scrap (send back to paint) parts not reparable
- Scan part into system and input type of defect, where defect was found on part, and identify actions taken to repair or scrap parts.
Assistant Manager
Wendy's
Carrollton, GA
06.2023 - 08.2023
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Reviewed sales and gross profit report to assess company efficiency.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
Customer Service Representative
Everrise- H&R Block/Centene Wellcare
Remote
03.2022 - 06.2023
- Cross trained with multiple line of businesses
- Assisting clients (taxpayers) with technical, navigation of account, tax information, and status of income tax refunds
- Assisting Medicare members with account information, replacement cards, directing to other departments, material requests, and payments
- Accurately and thoroughly documenting and recording accounts of calls with members
- Assistance with claim questions for members
- Contacting providers for claim issues and processing
- Multiple problem solving and investigation skills used
- Member callbacks with information needed regarding claim status and updates
- Experience in Microsoft
- Office/Teams/Outlook/Excel, Adobe Connect, Care Connects, Citrix Workspace, Wipro, Salesforce, NICE
- Avaya, Fiserv, Interaction desktop, Workday, and Forticlient.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Handled customer inquiries and suggestions courteously and professionally.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Customer Care Representative
Softcom Systems, Inc
10.2021 - 03.2022
- Professionally handle Health and Insurance employee benefits such as HRA's, HSA's, and FSA's, DCSA's, etc for HR-related requests received from customers from multiple companies (mainly Fortune 500 companies) or referring/transferring to whom can successfully assist employee or client with full knowledge of information being requested
- Responsible for assisting callers through Voice, Web, or
- Portals; as specified by each individual clients' plan to gain information needed such as balance inquiries, claims status, or navigating employee portals for self service
- Following through to ensure all questions and issues are resolved and if needed creating workflow tickets for pending issues to be resolved
- Knowledge of Cisco IP Communicator, VOIP-CSPRO, Microsoft Teams, Global Protect Security, and Genesys Cloud.
Customer Service Representative
Collabera-Remote
Basking Ridge, NJ
10.2020 - 10.2021
- Level 1 call center/customer service resources
- Fielding incoming call for new applications and inquiries on existing claims
- Collecting, verifying, updating, and sending information for DOL State of New York contracting with IBM using multiple databases and systems to find information needed for claimant and to process claims
- Experience with VCC/Verizon Max Call Agent, Slack Chat, RSA Secured Token
- Authenticator, Cisco Webex Meetings
Remote Customer Service Representative
Horizon's HR Services
07.2020 - 09.2020
Call Center Agent
Windy City Call Center
08.2019 - 07.2020
- Inbound and outbound calls for Empire Today carpet and flooring company and Luna Flooring
- Assisting customer with sales information on specials and scheduling appointments for in home or business
- Inbound and outbound calls for Next Step Advising Center and most recent All Star Directories, Herzing
- University, and Concorde Career College assisting potential students with leads to schools meeting their needs, transferring and scheduling appointments with enrollment advisor
- Updating demographics and entering required information needed for potential schools that fit their needs
- Experienced with Five 9
- Contact Center Software and Slack Chat.
Scheduling Representative
American Kidney Services
06.2019 - 08.2019
- Scheduling donors appointments for donation pickups for charity service
- Updating demographic information as needed
- Confirmation and verification calls as needed
- Remote work from home position.
Crew Member and Cashier
Popeye's Restaurants
, Ga
05.2019 - 06.2019
- Assist and prepare foods for customers and maintain store cleanliness
Picker/Packer
Trace Staffing Solutions, Trident
Carrollton, GA
03.2019 - 05.2019
- Packing and inspect quality of food products
- Make boxes and repair deficiencies.
Presser
Bremen Bowdon Investment
Bowdon, GA
11.2018 - 12.2018
- Pressing front facings, back linings, an inside seams of military coats production.
Packer
Express Employment-Dietech Industries
Carrollton, GA
07.2018 - 09.2018
- Packing automotive parts, inputting order information in computer, and printing and applying labels.
Cashier/Sales Associate
Hardee's
Carrollton, GA
04.2018 - 06.2018
- Customer service, promoting sale of new food products and specials, maintaining cleanliness of restaurant, and stocking of needed goods and food products.
Packer/Box Maker
Personnel Solutions/Sugar Foods
Villa Rica, GA
04.2017 - 08.2017
- Packing food products, box maker, and ensure area cleanliness.
Cashier/Customer Service/Stocker
Family Dollar
Carrollton, GA
10.2015 - 08.2016
- Assist customers in recommendation of sale promotions, stock shelves, maintain cleanliness of store, neatness of all areas of store, and price items.
Packer
HoneyBaked Ham Co
Carrollton, GA
08.2011 - 12.2016
- Gather and pack food product
- Ensure quality of food and accuracy of packages
- Stack product on pallets, ensure freezer organization and cleanliness
- Input product information into computer for label printing
- Operate tape machine.
Patient Coordinator
Premier Care
Atlanta, GA
05.2004 - 10.2009
- Manage reception area including greeting and directing patients, visitors, and vendors
- Schedule appointments for in office and specialists appointments
- Check patients in/out
- Collect copays, deductible, and due balances
- Generate end of day report to balance payments collected
- Update patient demographics
- Verify insurance eligibility and payments
- Receive and send patient medical records
- Green way/Primesuite Emr.
Front Office Coordinator
VoiceCare of Atlanta
Tucker, GA
04.2010 - 01.2011
- Manage reception area including greeting and directing patients, visitors, and vendors
- Schedule appointments for in office and specialists appointments
- Check patients in/out
- Collect copays, deductible, and due balances
- Generate end of day report to balance payments collected
- Update patient demographics
- Verify insurance eligibility and payments
- Receive and send patient medical records
- Knowledge of Greenway Medical/PrimeSuite EMR.
Shift Manager
Wendy's
Bowdon, GA
06.2001 - 12.2006
Education
Associate - Business Administration, Business Administration-Medical
American InterContinental University
Carrollton, GA 01.2005 - 05.2006
Associate - Medical, Business Administration
West Georgia Technical College
Carrollton, GA 01.2002 - 05.2004
Associate - Health Information Systems
Ultimate Medical Academy
12.2019 - 05.2020
High school diploma - General Studies
Randolph County High School
Wedowee, ALSkills
Customer servicePackingShippingMulti-line phoneReceptionistCall CenterMedical RecordsInsurance VerificationAcademic AdvisingEMR SystemsMedical SchedulingMedical BillingMedical TerminologyHIPAADatabasesCRM SoftwareVoIPMicrosoft OutlookMicrosoft ExcelMicrosoft WordCommunication skillsTypingCitrixQuality inspection (6 years)
Quality control
Packaging
Administrative support
Recordkeeping strengths
Timeline
Grader
Pilgrim's Pride
09.2023 - Current
Production Worker
North Georgia Staffing
08.2023 - 09.2023
Assistant Manager
Wendy's
06.2023 - 08.2023
Customer Service Representative
Everrise- H&R Block/Centene Wellcare
03.2022 - 06.2023
Customer Care Representative
Softcom Systems, Inc
10.2021 - 03.2022
Customer Service Representative
Collabera-Remote
10.2020 - 10.2021
Remote Customer Service Representative
Horizon's HR Services
07.2020 - 09.2020
Associate - Health Information Systems
Ultimate Medical Academy
12.2019 - 05.2020
Call Center Agent
Windy City Call Center
08.2019 - 07.2020
Scheduling Representative
American Kidney Services
06.2019 - 08.2019
Crew Member and Cashier
Popeye's Restaurants
05.2019 - 06.2019
Picker/Packer
Trace Staffing Solutions, Trident
03.2019 - 05.2019
Presser
Bremen Bowdon Investment
11.2018 - 12.2018
Packer
Express Employment-Dietech Industries
07.2018 - 09.2018
Cashier/Sales Associate
Hardee's
04.2018 - 06.2018
Packer/Box Maker
Personnel Solutions/Sugar Foods
04.2017 - 08.2017
Cashier/Customer Service/Stocker
Family Dollar
10.2015 - 08.2016
Packer
HoneyBaked Ham Co
08.2011 - 12.2016
Front Office Coordinator
VoiceCare of Atlanta
04.2010 - 01.2011
Associate - Business Administration, Business Administration-Medical
American InterContinental University
01.2005 - 05.2006
Patient Coordinator
Premier Care
05.2004 - 10.2009
Associate - Medical, Business Administration
West Georgia Technical College
01.2002 - 05.2004
Shift Manager
Wendy's
06.2001 - 12.2006
High school diploma - General Studies
Randolph County High School