Jamesha C. Daniel
Orlando,FL
Summary
I am a highly-motivated individual with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
11
11
years of professional experience
Work History
Care Team Representative
Sedgwick Claims Management
Orlando, FL
09.2023 - Current
- Researched best practices for developing effective benefit packages that attract top talent while controlling costs.
- Developed and implemented compensation strategies to ensure competitive pay structures.
- Analyzed job positions, evaluated internal equity and conducted salary surveys to determine appropriate salary ranges.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Understood and followed oral and written directions.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Assisted with customer requests and answered questions to improve satisfaction.
- Maintained updated knowledge through continuing education and advanced training.
- Assisted Walmart associates with submitting leave of absences and disability claim for pay.
Customer Experience Representative
Waste Management Company
Orlando, FL
03.2022 - 08.2022
- Assisted customers in navigating the website and providing technical support.
- Provided customer service through live chat, email, and phone support.
- Resolved customer inquiries and complaints in a timely manner.
- Ensured customer satisfaction by responding to queries quickly and accurately.
- Analyzed customer feedback to identify areas of improvement for the company.
- Developed strategies to improve the overall customer experience.
- Coordinated with other departments to ensure customer requests were addressed promptly.
- Maintained up-to-date knowledge of product updates and changes to help customers make informed decisions.
- Processed orders quickly and efficiently while ensuring accuracy in order entry details.
- Handled escalated calls from customers with professionalism and empathy.
- Created detailed reports regarding customer interactions as well as any trends or suggestions for improvement.
- Demonstrated excellent problem solving skills when resolving complex customer issues.
- Identified opportunities to increase sales by suggesting additional products or services that may be beneficial for the customer's needs.
- Collaborated with marketing team on campaigns designed to enhance customer engagement.
- Tracked key performance indicators related to customer satisfaction such as call resolution time, first contact resolution rate.
- Provided training and mentoring for new Customer Experience Representatives.
- Developed procedures that improved efficiency within the department while maintaining high levels of quality service.
- Performed administrative tasks such as data entry, filing documents, scheduling appointments.
- Utilized various software programs such as Salesforce CRM and Zendesk Support System to manage incoming inquiries.
- Attended conferences and seminars related to improving the customer experience.
- Conducted surveys via email or phone interviews to gather insights into customer experiences.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Promoted available products and services to customers during service, account management and order calls.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Collected deposits or payments and arranged for billing.
- Updated databases with new and modified customer data.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Referred unresolved customer grievances to designated departments for further investigation.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
Customer Experience Representative, Prior Authorization Agent
CVS Caremark
Orlando, FL
01.2022 - 08.2022
- Establishes customer accounts by negotiating and documenting service type, pricing, billing, and other required information
- Answering questions about a company’s products or services
- Processing orders and transactions
- Resolving issues and troubleshooting technical problems
- Delivering information about a company’s offerings
- Providing proactive customer outreach
- Handling customer complaints
- Collecting and analyzing customer feedback
- Intake and
Trial Clerk
Orange County Clerk of Courts
Orlando, FL
07.2019 - 11.2020
- Prepare/take accurate court minutes of all proceedings in a trial or hearing
- Type minutes and enter into file all official documents within time requirements
- Prepare case reports for General Magistrate when necessary
- Verify that all court files are present including files related to “add-ons” and daily docket
- Pull files for court as required
- Research files to ascertain pertinent information, including a determination of the amount of time each defendant has served in jail or other detention facilities, defendant’s current status and calculation of financial charges to include late fees and any restitution for each defendant
- Locate and flag specific motions and other documents for judge
- Call cases in open court and swear in any witnesses, respondents, defendants, potential jurors, and selected jurors
- Mark exhibits for evidence
- Prepare and maintain an evidence control sheet
- Maintain evidence securely and ensure that only items entered into evidence go to the jury during deliberations
- Maintain testing and evaluations in compliance with Federal rules and guidelines and provide assistance on trainings for court room procedures
- Working in coordination with court Marshalls, assist with the training as it relates to court security systems, to include access to chambers and holding cells.
Scheduling Coordinator
Orlando Health
Orlando, FL
02.2018 - 05.2019
- Provided accurate information of department/procedure specific scheduling criteria to expedite patient preparation, arrival location and time
- Served as a liaison between clients and management to respond to customer inquiries and varying department associates
- Demonstrated superb telephone etiquette, team player attitude and professional communication skills at all times
- Managed and assisted with the use of all registration, scheduling systems, and Web based resources
- Performed database entry, management and maintenance of information for the scheduling and monitoring of patients
- Updated and maintained electronic database of records to ensure compliance with health privacy laws and office operation procedures
- Coordinated and managed key access systems to facilitate security of health records
- Utilized exceptional communication skilss for conflict management and resolution during the conduct of daily activities.
Law Enforcement Officer
Virgin Islands Port Authority
St. Thomas, USVI
11.2016 - 12.2017
- Responded to police station- and 911-dispatched calls involving traffic incidents, emergencies and criminal activity, including homicide, domestic violence, assault/battery, theft, burglary, drug trafficking and vandalism
- Worked with patrol partner and other first responders to assess scenes, ensure victim/public safety, apprehend suspected criminal offenders, secure crime scenes and conduct preliminary investigations
- Collaborated with federal, and Virgin Island law enforcement agencies on various cases, providing written and forensic reports for needed.
Agent I
Virgin, Internal Affairs Bureau
St. Thomas, USVI
07.2015 - 11.2016
- Conducted pre-employment and criminal background investigations of all candidates seeking employment in the department
- Investigated complaints against employees of the Virgin Islands Police Department
- Investigated complaints concerning theft, misconduct, misuse, and damage to departmental property as well as other violations of federal and state laws and departmental rules, regulations, and policies
- Gathered, organized, and evaluated data from various sources, utilizing research methods and utilizing skills to compile investigative reports
- Responded to Internal Audit Findings
- Provided expert testimony in administrative hearings and in criminal court
- Prepared comprehensive and detailed reports of investigation and maintains extensive case file documentation
- Contacted and organized with federal officials to assist with the coordination of security measures and protections against terrorism as it related to points of entry to the US Territory.
Recruit, Virgin Islands Police Training Academy
St. Thomas, USVI
07.2015 - 01.2016
- Participated in all trainings required for certification as a law enforcement officer.
Environmental Enforcement Officer I
Virgin Islands Waste Management Authority
St. Thomas, USVI
12.2012 - 07.2015
- Investigated residents and business complaints relating to improper waste disposal
- Investigated illegal dumping of waste and sought to identify responsible party, conducted follow-ups and subsequent closure of all assigned complaints and/or investigations
- Issued warnings and/or citations to violators, document incidents and obtain evidence to support all citations
- Performed “windshield” inspections of all businesses, public and private properties to ensure compliance with rules and regulations
- Prepared case files and appear in Court to support all citations issued
Records Analyst
Ron Delugo Federal Building/ Milican & Associates
St. Thomas, USVI
06.2012 - 09.2012
- Docketed Probate and Civil Cases on Microsoft Excel
- Packaged cases to be sent to the National Archives Center
- Team lead four (4) additional employees to get the project completed promptly and effectively.
Clerk of the Court Summer Intern
Virgin Islands Supreme Court
St. Thomas, USVI
06.2011 - 08.2011
- Docketed criminal and civil cases on the Court’s online database
- Interfiled criminal and civil cases
- Assisted with general office duties
- Attended a Rifle Seminar and a KTI Seminar about social networking.
Education
Bachelor of Science - Criminal Justice
Lincoln University
05.2012
Pre-Law Certificate -
05.2012
Some College (No Degree) - Criminal Justice
Keiser University
Skills
- Special Skills/ Interest
- Computer Literacy:
- Microsoft Word (Inserting Illustrations and Texts), PowerPoint (Slide Transitions-adding sounds/Custom Animations) and Excel (Inserting Charts)
- Areas of Interest:
- Customer Service
- Records Management
- Paperwork Processing
- Client Services
- Customer Relations
- Product and Service Planning
- Market Intelligence
Affiliations
Member of the Thurgood Marshall Law Society
Member of Pi Kappa Delta Forensic Society
Member of the Spanish Club
Member of Pi Sigma Alpha Honor Society
References
References
Available Upon Request
Languages
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Care Team Representative
Sedgwick Claims Management
09.2023 - Current
Customer Experience Representative
Waste Management Company
03.2022 - 08.2022
Customer Experience Representative, Prior Authorization Agent
CVS Caremark
01.2022 - 08.2022
Trial Clerk
Orange County Clerk of Courts
07.2019 - 11.2020
Scheduling Coordinator
Orlando Health
02.2018 - 05.2019
Law Enforcement Officer
Virgin Islands Port Authority
11.2016 - 12.2017
Agent I
Virgin, Internal Affairs Bureau
07.2015 - 11.2016
Recruit, Virgin Islands Police Training Academy
07.2015 - 01.2016
Environmental Enforcement Officer I
Virgin Islands Waste Management Authority
12.2012 - 07.2015
Records Analyst
Ron Delugo Federal Building/ Milican & Associates
06.2012 - 09.2012
Clerk of the Court Summer Intern
Virgin Islands Supreme Court
06.2011 - 08.2011
Bachelor of Science - Criminal Justice
Lincoln University
Pre-Law Certificate -
Some College (No Degree) - Criminal Justice
Keiser University
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