Jameka Jones
Fort Worth,TX
Summary
Results-driven, self- motivated, and adaptable Customer Support Specialist with over eight years of experience resolving customer complaints, managing multiple client accounts, helping with creating company workflows and managing a team. Possess strong interpersonal communication skills, excellent problem-solving skills, and a significant ability to lead and manage a team of people. Focused on building fantastic customer relationships, quickly resolving issues, and making sure business needs are met.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Membership Engagement Coordinator
Signify Health
08.2022 - Current
- Answered high volume of customer calls with minimal wait times. 90+ calls daily
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Updated account information to maintain customer records.
- Tracked customer service cases and updated service software with customer information.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Educated customers about billing, payment processing and support policies and procedures.
Membership Services Representative
Steward Health Care
08.2021 - 08.2022
- Provided customer service to members and medical providers. inbound 80+ calls daily
- Analyzed and processed data between multiple systems
- Highly awarded for performing above and beyond qualitative and quantitative goals
- Elected to multiple committee withing the company i.e., fun committee responsible for maintaining high moral standards which increased company productivity.
- Helped members navigate systems, pay for services and resolve different concerns.
- Worked effectively in fast-paced environments.
- Responded proactively and positively to rapid change.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Excellent communication skills, both verbal and written.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Lead Senior Intervention Specialist
Interface Security
08.2017 - 05.2021
- Managed, maintained, and protected fortune 500 companies’ assets by providing live security surveillance.
- Oversaw daily operations during business and non-business hours ensuring a safe environment for employees and customers by assessing live video and audio in real time
- Responded to emergencies by dispatching and updating proper authorities in real time, while and communicating within the store to alert all involved parties of potential dangers
- Organized and conducted annual and onboarding training for all employee and new hires
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
- Advised and created updated training materials company wide that resulted in a higher accuracy in job performance while minimized employee errors while conducting daily task
- Maintained and oversaw alarm malfunctions as well as video/audio issues and assisted field technicians with testing security equipment at different sites to minimize any system errors
- Automated document flow by ensuring logbooks and fire, accident, and emergency reports were maintained with 100% accuracy.
- Increased timely treatment protocols by leveraging current response and quality assurance requirements.
- Oversaw hiring and conducted interview with potential new hires.
- Provided on-the-job training and coaching to develop new dispatchers.
- Skilled at working independently and collaboratively in a team environment.
Technical Support Representative
Brinks Home Security
01.2020 - 08.2020
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented support interactions for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Managed high levels of call flow and responded to alarm technical support needs.
- Translated complex technical issues into digestible language for non-technical users.
- Identified potential sales and cross-selling opportunities and informed supervisor.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured and tested new software and hardware.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
Customer Service Representative
Valence Health
08.2016 - 08.2017
- Provided exceptional customer service to members as well as medical providers regarding their medical claims. High Volume 80+ calls daily
- Advised accurate information about their account and reported their eligibility to their insurance carriers
- Oversaw correspondence via mail or emails from both members and medical providers
- Researched and analyzed all issues regarding members accounts as well as any medical provider claims
- Advised timelines and requirements and provided daily updates to team members to better assist member who lacked understanding their rights
- Responsible for assisting in open enrollment into COBRA coverage.
- Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Service Representative
Warrantech
01.2016 - 08.2016
- Handled customer inquiries and suggestions courteously and professionally. 60+ calls daily
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed claim paperwork and followed up on missing information to complete processing.
- Gathered paperwork and contacted customers to book appointments.
- Answered constant flow of customer calls with minimal wait times.
- Reviewed warranty repair orders for proper completion, accuracy and legibility to reduce processing delays.
- Reviewed outstanding requests and redirected workloads to complete projects on time.
Research Assistant
2m Research
01.2015 - 02.2016
- Maintained up-to-date records of research activities and results for future reference.
- Gathered, arranged, and corrected research data to create representative graphs and charts highlighting results for presentations.
- Created surveys and questionnaires to collect data for research projects.
- Collaborated with other researchers to develop successful research strategies.
- Checked assignments, proctored tests and provided grades according to university standards.
- Utilized advanced analytical software to analyze data sets.
Education
Bachelor of Arts - Psychology
The University of Texas At Arlington
Arlington, TX01.2025
Skills
- Written and Oral Communications
- Training and Development
- High-Volume Environments
- Database Maintenance
- Complaint Resolution
- Customer Correspondence
- Microsoft Office
- Quality Assurance Evaluation
- Productivity Management
- Salesforce
- Google Suite
Certification
- Introduction to Cybersecurity Tools & Cyber Attacks- Coursera- May 2023
Timeline
Membership Engagement Coordinator
Signify Health
08.2022 - Current
Membership Services Representative
Steward Health Care
08.2021 - 08.2022
Technical Support Representative
Brinks Home Security
01.2020 - 08.2020
Lead Senior Intervention Specialist
Interface Security
08.2017 - 05.2021
Customer Service Representative
Valence Health
08.2016 - 08.2017
Customer Service Representative
Warrantech
01.2016 - 08.2016
Research Assistant
2m Research
01.2015 - 02.2016
Bachelor of Arts - Psychology
The University of Texas At Arlington
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