Jamesha Glover
Stockbridge,GA
Summary
Driven Customer Service Representive with 15 years of experience providing information about services and products to customers. Skilled in assessing customer needs, generating leads and handling customer complaints and concerns. Outstanding communicator offering strong phone etiquette and active listening skills. Dedicated team player adept at managing customer service and claims processing for policyholders. Looking for a long-term position with a growth-oriented company.
Overview
16
16
years of professional experience
Work History
Customer Care Representative
Humana
Remote, GA
08.2021 - Current
- Documented customer correspondence in CRM to track requests, problems and solutions.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Participated in team meetings to discuss strategies for improving customer satisfaction levels.
- Escalated unresolved issues requiring further investigation or specialized expertise.
- Updated databases with new and modified customer data.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Maintained high satisfaction score by consistently resolving first-call issues.
Claims Representative
Crawford Contractor Connection
Jacksonville, FL
05.2016 - 07.2021
- Verified details with policyholders and requested additional information.
- Processed a high volume of claims efficiently while maintaining quality standards.
- Assisted new policyholders with processing claims.
- Delivered quality customer service to assigned, insured and claimants throughout entire claims lifecycle to promote service times.
- Adhered to strict guidelines pertaining to confidentiality while handling sensitive personal information.
- Filed appeals on behalf of customers when necessary after denial of a claim due to insufficient evidence.
- Examined claims, records and procedures to grant approval of coverage.
- Assisted claimants, providers and clients with problems or questions regarding claims.
File Clerk
Zwickerpc
Jacksonville, FL
05.2011 - 06.2015
- Updated file indexes regularly to reflect changes in content or location of materials.
- Monitored file inventory levels and reordered supplies as necessary.
- Resolved discrepancies between physical files and digital databases.
Customer Service Representative Lead
NCO Financial
Rockford, IL
08.2007 - 09.2008
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Maintained knowledge base of frequently asked questions to ensure accuracy in responses provided by agents.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Education
High School Diploma -
Memorial High School
Beloit, WI06-2005
Associate of Arts -
Florida State College At Jacksonville
Jacksonville, FLSkills
- Customer Service
- Email Correspondence
- CRM Software
- Documentation and Reporting
- Project Management
- Customer Relationship Management
- Regulatory Compliance
- Call Documentation
- De-Escalation Techniques
- Quality Control
- Issue and Complaint Resolution
- Inbound and Outbound Calling
- Process Improvement
- MS Office
- Teamwork and Collaboration
- Call Center Operations
- Work Prioritization
- Computer Skills
- Calm and Professional Under Pressure
- Customer Account Management
- Policies and Procedures Adherence
- Payment Processing
- Problem Resolution
- Complaint Handling
Timeline
Customer Care Representative
Humana
08.2021 - Current
Claims Representative
Crawford Contractor Connection
05.2016 - 07.2021
File Clerk
Zwickerpc
05.2011 - 06.2015
Customer Service Representative Lead
NCO Financial
08.2007 - 09.2008
High School Diploma -
Memorial High School
Associate of Arts -
Florida State College At Jacksonville