Jamesha Bradley
Virginia Beach,VA
Summary
Authorized to work in the US for any employer Diplomatic Customer Service Agent versed in applying strong communication, problem-solving skills and polite, professional demeanor to resolve customer issues and maximize satisfaction. Experienced in exceeding performance goals in fast-paced call center environments. Trained in connecting with customers to build positive relationships and strengthen loyalty.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Cognizant
10.2023 - 05.2024
- Assisted members with medicare questions
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Assisted in enrollment processes for new beneficiaries, providing clear guidance through each step for seamless transitions into coverage plans.
- Enhanced customer satisfaction by efficiently addressing and resolving Medicare-related inquiries.
- Facilitated timely issue resolution, coordinating with diverse departments and healthcare providers as needed.
- Reduced call handling time with efficient problem-solving skills and comprehensive knowledge of Medicare policies and procedures.
Customer Service Rep
Call Center Group
01.2022 - 08.2023
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- · Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- · Demonstrated excellent communication skills in resolving product and consumer complaints.
- · De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- · Educated customers on special pricing opportunities and company offerings.
- · Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- · Assisted customers with making payments or establishing payment plans to bring accounts current.
- · Asked probing questions to determine service needs and accurately input information into electronic systems.
- · Consulted with customers to resolve service and billing issues.
- · Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- · Made outbound calls to obtain account information.
- Used proven techniques to de-escalate angry customers during telephone interactions.
Server/Bartender
Longhorn Steakhouse
03.2019 - 10.2019
- Take food/beverage orders
- Provide attentive service to diners
- Perform cleaning duties, such as service station, kitchen and dining areas
- Cash out customer bills
- Server
Server
IHOP
01.2016 - 01.2018
- Handled a high volume of customers regularly
- Took orders
- Served food
- Bussed tables
- Set up payments by POS
- Kept the restaurant clean and sanitary
Host
Abuelos Mexican Restaurant
01.2009 - 01.2012
- Answered telephone inquiries
- Scheduled reservations
- Directed guests to their table
- Helped bus tables
- Monitored training of new employees
- Accommodated and managed large parties
Education
College Degree in Accounting -
Strayer University-Virginia
05.2024
High school diploma -
Estacado High School
05.2008
Skills
- RF scanner (2 years)
- Materials handling (2 years)
- Shipping & receiving (3 years)
- Inventory control/cycle counts (3 years)
- Journal entries
Assessments
- Call center customer service, Proficient, 07/01/21, Demonstrating customer service skills in a call center setting
- Working with MS Word documents, Proficient, 07/01/21, Knowledge of various Microsoft Word features, functions, and techniques
- Typing, Proficient, 11/01/22, Transcribing text
- Customer service, Proficient, 07/01/21, Identifying and resolving common customer issues
- Customer focus & orientation, Proficient, 11/01/22, Responding to customer situations with sensitivity
- Inside sales, Proficient, 07/01/21, Understanding and responding appropriately in sales scenarios, and performing common sales calculations
- Customer service, Proficient, 11/01/22, Identifying and resolving common customer issues
- Customer focus & orientation, Proficient, 07/01/21, Responding to customer situations with sensitivity
- Bookkeeping, Proficient, 07/01/21, Calculating and determining the accuracy of financial data
- Written communication, Proficient, 07/01/21, Best practices for writing, including grammar, style, clarity, and brevity
Timeline
Customer Service Representative
Cognizant
10.2023 - 05.2024
Customer Service Rep
Call Center Group
01.2022 - 08.2023
Server/Bartender
Longhorn Steakhouse
03.2019 - 10.2019
Server
IHOP
01.2016 - 01.2018
Host
Abuelos Mexican Restaurant
01.2009 - 01.2012
College Degree in Accounting -
Strayer University-Virginia
High school diploma -
Estacado High School