James Clawson
Durham
Overview
16
16
years of professional experience
Work History
Associate Advisor
AICPA
Durham
06.2022 - Current
- Managed calls on qualifying and applying for credentials, clarifying learning prerequisites and relevant experience to help customers navigate the application process, ensuring clarity and preventing potential business losses.
- I advise and support the customers on knowing how to navigate the site more proficiently by the end of the call. I do this whether or not they asked for this (or knew to ask) to ensure the customer has the best experience going forward; which is important to me as the current website we have up is not intuitive to use and that creates issues for them and my organization if I cannot prepare them for potential pitfalls.
- I assisted members in navigating technical issues on our website and offered quick, efficient solutions utilizing workarounds to ensure a seamless customer experience by the end of the call.
- Handled member requests to maintain accountant memberships and provided resources to support professional growth in the accounting field.
Apple Support Tech Support
Teleperformance
Remote
08.2020 - 05.2022
- Managed escalated calls related to iOS and other technical issues, providing effective solutions to improve customer experience.
- Assisted Apple customers with iPhone, iPad, and secure account information, ensuring timely resolutions to enhance customer satisfaction.
- Troubleshot Mac computers for customers in retail environment.
CSR - Customer Service Representative
BlueCross and BlueShield of North Carolina
Durham
03.2020 - 07.2020
- Managed inbound calls for BCBSNC, assisting members with claims and benefits to ensure clarity and resolution.
Package Handler
UPS
South Boston
11.2019 - 12.2019
- Scanned, sorted, and loaded packages onto trucks for UPS, ensuring timely delivery and accurate order fulfillment.
- Sorted and organized packages for efficient processing and delivery.
- Operated scanning equipment to track package movement through the facility.
- Loaded and unloaded trucks to ensure timely dispatch of shipments.
CSR - Customer Service Representative
Maximus
Boston
06.2019 - 09.2019
- Assisted customers through inbound calls to determine eligibility for Masshealth insurance, ensuring clear communication of necessary information.
- Used a computer to look up member information and assist them by telling them what their insurance covered and which documentation we needed from them to keep their insurance current.
- Consulted with Masshealth members on healthcare regulations, addressing general inquiries to enhance member understanding and support.
- Ensured compliance with state regulations by verifying member identities using minimal information, adhering to HIPAA standards.
- We were contracted with Masshealth, the state funded insurance program for residents of Massachusetts that cannot afford healthcare.
Line Cook
Five Horses Pub
Boston
01.2019 - 05.2019
- Worked as a line cook and did prep and closed down shop.
- Prepared high-quality dishes following standard recipes and presentation guidelines.
- Managed ingredient inventory, ensuring freshness and minimizing waste.
- Collaborated with kitchen staff to maintain a clean and organized work area.
Fedex tech support agent
Convergys
Jacksonville
01.2016 - 01.2018
- Assisted FedEx clients over the phone with business needs and technical issues on the website, ensuring timely resolution.
- Resolved customer issues efficiently, enhancing service quality and maintaining high call volume.
- Tracked packages and proactively worked with customers to secure timely delivery of packages.
- Answered questions regarding Fedex Company policy and regulations.
- Spent 6 months on the Direct Tv project with Convergys, pushing sales of DirectTV Products and services as well as providing customer service.
- Led a team for one year, training associates on effective sales techniques and enhancing client relations.
Ankle Monitor Installer
Reliant Management Group
Cary
09.2015 - 07.2017
- Installed ankle monitors on parolees and probationers to ensure compliance with legal requirements.
- Conducted installations professionally and respectfully, fostering positive relationships with clients.
- Monitored facility operations to ensure compliance with safety protocols.
- Coordinated daily schedules for staff and resource allocation.
- Conducted regular inspections of equipment and facilities for maintenance needs.
Sales Associate
Walmart
Boone
09.2010 - 05.2015
- Processed customer transactions at the cash register.
- Facilitated electronics sales by engaging customers and guiding product selection.
- Assisted customers with lawn and garden product inquiries.
- Supported daily operations by assisting with various tasks throughout the building.
- Coordinated shipping and receiving operations for incoming and outgoing products.
Education
High school or equivalent - Criminal Justice
Appalachian State University
Boone, NC01-2012
Skills
- Facility Management
- Client Relations
- Call Center
- Call Center Management
- Communication skills
- Troubleshooting
- Technical Support
- Software Troubleshooting
- Attention to detail
- HIPAA
- Medical Terminology
- Medical Information
- Employee Engagement
- Regulatory Compliance
- Microsoft Windows
- Mac OS
- Health Insurance Knowledge
- Data Entry
- Customer support software
- Client Relations Management
- Human Resources
- Computer Skills
- Handyman
- Computer Skills
Personal Information
Title: Call Center Professional
Timeline
Associate Advisor
AICPA
06.2022 - Current
Apple Support Tech Support
Teleperformance
08.2020 - 05.2022
CSR - Customer Service Representative
BlueCross and BlueShield of North Carolina
03.2020 - 07.2020
Package Handler
UPS
11.2019 - 12.2019
CSR - Customer Service Representative
Maximus
06.2019 - 09.2019
Line Cook
Five Horses Pub
01.2019 - 05.2019
Fedex tech support agent
Convergys
01.2016 - 01.2018
Ankle Monitor Installer
Reliant Management Group
09.2015 - 07.2017
Sales Associate
Walmart
09.2010 - 05.2015
High school or equivalent - Criminal Justice
Appalachian State University