Jamecia Holloway
Carrollton,GA
Summary
Professional with experience in enhancing customer interactions and driving customer satisfaction. Skilled in problem-solving, communication, and empathy to effectively address and resolve customer concerns. Strong focus on team collaboration and achieving results, adaptable to changing needs, and reliable for consistent performance. Adept at using CRM software, handling inquiries, and providing exceptional service.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
ACD Direct
02.2024 - Current
- Efficiently handle high-volume inbound calls, ensuring data accuracy/ and effectively handling donors/customer for organizations such as NPR, PBS, Joel Osteen Ministries, Operation Smiles, Wounded Warrior Project, Disabled American Veterans, NAACP, etc for many more charitable organizations, and recently added Generac Generators for Troubleshooting and Sales etc.
- Successfully processes donation payments, guaranteeing financial security.
- Provide detailed program information and ensure proper delivery of thank-you gift shipments.
- Enhance donor satisfaction by providing timely and accurate program information and/or sending to correct department for issue.
- Builds rapport with customers through active listening, empathy, and personalized interactions.
- Demonstrates strong product knowledge to effectively answer customer questions and provide accurate information
Customer Experience Agent
Omni Interactions, Inc.
09.2024 - 01.2025
- Assisted customers with order placement, modifications, cancellations, and returns while adhering to company policies and procedures
- Proactively reached out to customers who had unresolved issues or complaints to ensure their concerns were addressed promptly and satisfactorily
- Utilized CRM software to document interactions, update customer profiles, and track issue resolution progress for future reference
- Provided exceptional customer service by promptly responding to inquiries and resolving issues, resulting in a XX% increase in customer satisfaction ratings
- Managed a high volume of incoming calls, chats, and emails, consistently meeting or exceeding the performance goals.
- Collaborated with cross-functional teams to resolve complex customer issues, ensuring timely resolution and maintaining positive relationships with customers
- Maintained a calm demeanor during challenging interactions with upset or dissatisfied customers while actively listening to their concerns and finding appropriate solutions
Customer Service Representative
Everrise(H&R Block, Centene Wellcare Medicare)
Remote, Georgia
03.2022 - 06.2023
- Managed multiple business lines, ensuring smooth operations and client satisfaction.
- Provided technical support and navigational assistance to clients, enhancing overall customer experience.
- Handled Medicare member inquiries and requests efficiently, demonstrating strong problem-solving skills.
- Documented all client interactions meticulously, ensuring accurate record-keeping.
- Utilized a variety of software tools including Microsoft Office, Salesforce, and Avaya, showcasing adaptability and technical proficiency.
- Resolved complex claims, enhancing customer satisfaction and loyalty.
- Applied problem-solving to address and resolve member issues effectively.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Customer Care Representative
Softcom Systems, Inc
Remote, GA
10.2021 - 03.2022
- Managed health and insurance benefits for top-tier Fortune 500 clients, delivering exceptional customer service
- Resolved customer inquiries and issues via multiple channels including voice, web, and portals, ensuring customer satisfaction
- Utilized tools such as Cisco IP Communicator, VOIP-CSPRO, Microsoft Teams, and Genesys Cloud to optimize client interactions
- Generated workflow tickets for unresolved issues, driving timely resolution and maintaining high customer satisfaction levels
- Improved operational efficiency by promoting employee self-service through the use of online portals
- Guided clients through self-service portals, boosting self-reliance and operational productivity.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Navigated multiple computer systems and applications to find information.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Identified opportunities for upselling or cross-selling products during interactions, increasing revenue generation potential.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Logged call information and solutions provided into internal database.
Customer Service Representative
Collabera
Remote , GA
10.2020 - 10.2021
- Handled incoming calls for new applications and existing claims for the inquiries on the Pandemica Unemployment Assistance (PUA/Covid Assistance) with empathy and efficiency.
- Successfully utilized multiple databases and systems to process and update claimant information.
- Exhibited strong problem-solving skills in assisting customers, documenting steps and solutions thoroughly.
- Proficient in using VCC/Verizon Max Call Agent, Slack Chat, RSA Secured Token Authenticator, Cisco Webex Meetings, and NYDOL Databases.
- Contributed to the success of the DOL State of New York contracting with IBM through effective customer service.
- Meticulously documented and updated claimant information using multiple databases, improving data accuracy.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Sought ways to improve processes and services provided.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Customer Service Representative
Horizon's HR Services
07.2020 - 09.2020
- Managed customer service calls for SBA loan applicants, ensuring clear communication and effective problem-solving.
- Proficient in using Genesys Pure Cloud CRM software and Collaborate chat program, enhancing customer interaction.
- Contributed to the loan application process by providing accurate and timely information, positively impacting customer satisfaction.
- Managed detailed inquiries on loan opportunities, ensuring accurate forwarding of essential data.
Call Center Agent
Windy City Call Center
08.2019 - 07.2020
- Managed both inbound and outbound calls for Empire Today and Luna Flooring, providing detailed product information and scheduling appointments.
- Collaborated with Next Step Advising Center, All Star Directories, Herzing University, and Concorde Career College to guide potential students towards suitable educational opportunities.
- Utilized Five 9 Contact Center Software and Slack Chat to maintain up-to-date demographic information and facilitate efficient communication.
- Successfully converted leads into appointments with enrollment advisors, contributing to increased student enrollment rates.
- Demonstrated problem-solving skills in addressing customer queries and concerns, ensuring a high level of customer satisfaction.
- Analyzed customer needs to connect them with suitable educational programs, enhancing enrollment rates.
Scheduling Representative
American Kidney Services
06.2019 - 08.2019
- Efficiently managed donor appointment schedules for charity pickups, enhancing operational efficiency.
- Performed confirmation and verification calls, maintaining communication integrity.
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding the department's response time goals
- Resolved complex customer complaints by investigating the root cause of the issue and implementing effective solutions
- Provided exceptional customer service by promptly responding to inquiries and resolving issues, resulting in increase in customer satisfaction.
Front Office Coordinator
ENT and VoiceCare of Atlanta
Tucker, GA
04.2010 - 01.2011
- Managed reception area, ensuring smooth facilitation of patients, visitors, and vendors.
- Scheduled appointments efficiently, coordinating with both in-office and specialist appointments.
- Handled financial transactions, including collection of co-pays, deductibles, and due balances.
- Ensured accuracy in end of day reports to balance collected payments.
- Maintained up-to-date patient demographics and verified insurance eligibility and payments.
- Processed medical records, demonstrating proficiency in Greenway Medical/PrimeSuite EMR.
Skills
Call center experience
Call control
Complaint handling
Upselling
CRM software
Database research
Technical support
Escalated call handling
Request management
Policy improvement
Experience optimization
Warehousing functions
Microsoft office
POS systems expert
Account management
Problem-solving aptitude
Office equipment proficiency
Data evaluation
Teamwork
Teamwork and collaboration
Problem-solving skills
Computer skills
Customer service
Problem-solving
Customer service excellence
Time management
MS office
Problem-solving abilities
Shipping and receiving
Understanding customer needs
Data entry
Teamwork skills
Multitasking
Calm and professional under pressure
Multitasking Abilities
Calm under pressure
Excellent communication
Complaint resolution
Customer relations
Decision-making
Timeline
Customer Experience Agent
Omni Interactions, Inc.
09.2024 - 01.2025
Customer Service Representative
ACD Direct
02.2024 - Current
Customer Service Representative
Everrise(H&R Block, Centene Wellcare Medicare)
03.2022 - 06.2023
Customer Care Representative
Softcom Systems, Inc
10.2021 - 03.2022
Customer Service Representative
Collabera
10.2020 - 10.2021
Customer Service Representative
Horizon's HR Services
07.2020 - 09.2020
Call Center Agent
Windy City Call Center
08.2019 - 07.2020
Scheduling Representative
American Kidney Services
06.2019 - 08.2019
Front Office Coordinator
ENT and VoiceCare of Atlanta
04.2010 - 01.2011