Jamekka MeeMee Ross
Nashville,US
Summary
Experienced Customer Service representative with a lot of Technical Support history. Amiably replies to all customer queries and consistently resolves client issues. Love helping people and learning new things!! Analytical professional with technical knowledge and critical thinking skills to thrive in data-driven environments. Tackles challenges with positivity and drive to overcome. Works great alone or with others and consistently exceeds expectations.
Overview
21
21
years of professional experience
Work History
Law In Take Specialist
Nexa EverService
Nashville, TN
02.2024 - 10.2024
- Meet with coach each week for improvements
- Answered calls
- Took over 50 calls a day
- Took messages for law firms and various lawyers
- Attended weekly team meetings
- Participated in ongoing training and compliance activities.
Customer Experience Associate
Alorica /UHC Medicare and Retirement
Nashville, TN
08.2023 - 03.2024
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Managed smooth and effective communication among physicians, patients, families and staff.
- Updated customer information in CRM database daily to document latest interactions and activity.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Verified details with policyholders and requested additional information.
- Reviewed documentation and accounts to gain full picture.
- Assisted claimants, providers and clients with problems or questions regarding claims.
- Maintained strict patient privacy and confidential patient information, taking care to meet HIPAA guidelines and statutes for data security.
- Managed high-volume of inbound and outbound customer calls.
Patient Care Advocate
Accredo Health Group
08.2022 - 05.2023
- I worked in the home infusion department for Accredo speciality pharmacy. I had to use the following systems RX Home, CRM, and the drug scheduling guide. I worked with dual computers navigating thru different systems to get the answer or resolve different issues and to complete task
- I schedule the medications and would make sure they were shipped to correct addresses and doctors offices I also talked to nurses and doctors to verify benefits Co Pays, and co pay assistance programs
- Promoted patient comfort by quickly responding to calls and handling diverse needs.
- Documented information in patient charts and communicated status updates to interdisciplinary care team.
- Developed strong and trusting rapport with patients to facilitate smooth, quality care.
- Provided knowledgeable and compassionate service in response to patient questions and concerns.
- Helped patients understand care, coverage and payment responsibilities and rights.
- Managed database of patient information and frequently used computerized systems to track details.
- Explained policies, procedures and services to patients.
- Obtained informed consent and payment documentation from patients and filed in system.
- Identified and reconciled issues and problems to drive patient satisfaction
- Organized timely and accurate referrals to help patients obtain health care services and access Care
- Stayed current on community-based resources and services useful to patients.
- Analyzed accuracy and completeness of patient documents such as insurance claims, medical bills and legal paperwork.
- Received patient inquiries or complaints and directed to appropriate medical staff members.
Technical Support Representative
Kelly Services
Nashville, TN
07.2019 - 01.2022
- Updated software versions with patches and new installations to close security loopholes and protect users
- Documented customer complaints and inquiries for use in technical documentation and bug tracking
- Identified opportunities to upsell technical products and services, boosting revenues to existing accounts
- Managed customer system updates, informing clients of installation progress stages
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements
- Streamlined operational efficiencies by providing timely computer diagnosis and repair
- Informed senior leadership of product development issues discovered via technical support calls with customers
- Utilized automated systems to manage and track customer inquiries through to completion.
Technical Support Representative
Asurion
Nashville, TN
07.2017 - 01.2020
- Assisted customers with various types of technical issues via email, live chat and telephone
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements
- Identified opportunities to upsell technical products and services, boosting revenues to existing accounts
- Managed customer system updates, informing clients of installation progress stages
- Supported customers with online billing, access and account issues.
Customer Service Associate Cashier
Jiffy Lube
Nashville, TN
03.2016 - 04.2017
- Operated cash register, collected payments and provided accurate change
- Helped customers find specific products, answered questions and offered product advice
- Accepted cash and credit card payments, issued receipts and provided change
- Tracked company inventories, moved excess stock and arranged products to improve sales
- Processed sales transactions to prevent long customer wait times.
Customer Service Representative
Tmoblie
Nashville, TN
04.2014 - 01.2016
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices
- Answered incoming telephone calls to provide store, products and services information
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- Educated customers on special pricing opportunities and company offerings
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Documented customer correspondence in CRM to track requests, problems and solutions
- Answered inbound calls, chats and emails to facilitate customer service
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Consulted with customers to resolve service and billing issues
- Upheld quality control policies and procedures to increase customer satisfaction
- Assisted customers with making payments or establishing payment plans to bring accounts current
- Reviewed account and service histories to identify trends and resolve issues
- Set up and activated customer accounts
- Upheld privacy and security requirements for customer information
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification
- Explained benefits, features and recommendations to maximize client retention
- Upsold products and services to address customer needs and maximize sales.
Front Line Cashier
Walmart
Nashville, TN
06.2012 - 07.2013
- Addressed and resolved customer complaints with friendly and level-headed assistance
- Handled cash, card, check, gift card and coupon transactions for customer purchases
- Identified customer needs and promoted matching targets to enhance store revenue
- Kept register terminal area and store clean and orderly
- Learned roles of other departments to provide coverage and keep store operational
- Organized register supplies in front end and storage areas
- Performed cash count-out at end of each shift and addressed all queries from customers
- Packed and bagged products according to customer preferences
- Placed merchandise in bags or boxes and gave packages to customers
- Kept check-out areas clean, organized and well-stocked to maintain attractive store
- Stayed up to date on current item discounts to support promotions.
Team Leader
Taco Bell
Nashville, TN
04.2004 - 08.2010
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service
- Mentored newly hired employees on machine operations and implemented training on safety procedures to prevent injuries
- Allocated resources and organized processes within assigned area of responsibility to drive efficiency and productivity
- Created and distributed monthly, quarterly and annual reports to management regarding performance
- Assessed, motivated and empowered team members to work to build customer satisfaction and loyalty, to support retention and growth
- Kept work areas clean, neat and free of safety hazards to maximize efficiency
- Identified needs of customers promptly and efficiently
- Enforced company policies, answered coworkers' questions and trained new personnel
- Integrated customer-centric advertising workflow methodology toward ad delivery initiative and drove profitability through cost-reducing strategies.
Education
High School Diploma -
Whites Creek High School
Whites Creek, US, TN05.2005
Skills
- Problem Solving
- Attention to Detail
- Organizational Skills
- Positive and Upbeat
- Customer Communication and Empathy
- Collaborative Team Player
- Remote Technical Support
- Verbal and Written Communication
- Highly Professional
- Technical Troubleshooting
- Multitasking and Prioritization
- WFH
- Kronos
- Ios
- Mac os
- Workday
- Salesforce
- Virtual assistant
- Parts EBS
- Java
- SMC
- CopS
- Microsoft teams
- Outlook
- Amazon Connect
- Drug scheduling guide
- CRM
- ESD
- Rx home
- Startel
- Paylocity
Timeline
Law In Take Specialist
Nexa EverService
02.2024 - 10.2024
Customer Experience Associate
Alorica /UHC Medicare and Retirement
08.2023 - 03.2024
Patient Care Advocate
Accredo Health Group
08.2022 - 05.2023
Technical Support Representative
Kelly Services
07.2019 - 01.2022
Technical Support Representative
Asurion
07.2017 - 01.2020
Customer Service Associate Cashier
Jiffy Lube
03.2016 - 04.2017
Customer Service Representative
Tmoblie
04.2014 - 01.2016
Front Line Cashier
Walmart
06.2012 - 07.2013
Team Leader
Taco Bell
04.2004 - 08.2010
High School Diploma -
Whites Creek High School