Summary
Overview
Work History
Education
Skills
Timeline
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Jameka Hill

Wakefield ,VA

Summary

15 years of dominating customer-facing roles across several industries such as health insurance, banking, collections, sales and telecommunications. Experience resolving accounts and service issues in high call volume environments taking inbound and making outbound calls. As well as responding to inquiries via email and live chat. With a commitment to customer support excellence and business goals. Efficiency driven and organized with a strong background in conflict resolution.

Overview

8
8
years of professional experience

Work History

Member Intake Coordinator

BeneLynk
09.2021 - 09.2024
  • Promptly answer inbound calls and perform outbound calls to Aetna and United Healthcare members to determine their eligibility for medicaid, ssi, snap and the low income subsidy program.
  • Aided members with over 200 community links from findhelp.org monthly. Tailoring individual needs to promote enhancement of overall well being.
  • Stay up to date with company guidelines through team meetings and continuing professional development tools.
  • Collaborate as needed with external and internal colleagues to address and resolve members concerns.

Sr. Risk Coordinator

Capital One
12.2018 - 08.2021
  • Manage inbound and outbound calls.
  • Overcome objectives that customers have about making payments towards their accounts and helping them understand their accounts and responsibilities.
  • Attend monthly team meetings and manager coaching sessions.
  • Become familiar with and follow company guidelines.
  • Update account information and complete appropriate documentation.
  • Served as floor support assisting peers with challenging calls and fostering a culture of team work and guidance on resource use.
  • Maintain superior quality assurance results.

Preferred Customer Associate/Coach

Alorica
10.2016 - 10.2018
  • Mentored new hires through side-by-side calls, fostering skill development and promoting team cohesion.
  • Provided expert support on the help desk, empowering colleagues with knowledge and navigation tips to improve overall team performance.
  • Managed escalation calls.
  • Follow up with receivers and shippers with vital information about their UPS package in transit.

Education

Bachelor Of Arts - Sociology

Norfolk State University
Norfolk, VA

Skills

  • Active Listening
  • Data Entry and Documentation
  • Problem Solving
  • Time Management
  • Customer relationship management
  • Attention to detail
  • Calm and professional under pressure
  • Adaptability and flexibility
  • Advanced Verbal and written communication
  • Proficient in Word, Excel, PowerPoint, Zendesk, Webex and Live Agent and other call center software

Timeline

Member Intake Coordinator

BeneLynk
09.2021 - 09.2024

Sr. Risk Coordinator

Capital One
12.2018 - 08.2021

Preferred Customer Associate/Coach

Alorica
10.2016 - 10.2018

Bachelor Of Arts - Sociology

Norfolk State University

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Jameka Hill