Summary
Overview
Work History
Education
Skills
Timeline
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Jamica Everett

St Louis,MO

Summary

Hardworking Customer Service Representative offering excellent customer expectation management and problem resolution skills. Sales and service expert with solid record of exceeding performance targets while maintaining high-quality standards. Knowledgeable about customer service representative industry service protocols and best practices. Motivated Customer Service Representative focused on delivering quality service. Remains level-headed in issue resolution. Documents problems thoroughly and strives to achieve complete customer satisfaction. People-oriented problem solver seeks opportunity to grow professionally with business organization as entry-level Customer Service Representative. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Overview

10
10
years of professional experience

Work History

Customer Service Representative

Aetna
01.2022 - 11.2023
  • Made outbound calls to obtain account information.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Consulted with customers to resolve service and billing issues.
  • Improved customer service wait times to mitigate complaints.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Fielded customer complaints and queries, fast-tracking for problem resolution.
  • Developed strong customer relationships to encourage repeat business.
  • Set up and activated customer accounts.
  • Used proven techniques to de-escalate angry customers during telephone interactions.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Navigated multiple systems concurrently during interactions, ensuring efficient handling of inquiries without sacrificing quality or attention to detail.
  • Mastered various tools and platforms used for virtual support, enhancing overall productivity and effectiveness in assisting customers.
  • Maintained high levels of professionalism while managing multiple customer requests simultaneously.
  • Provided exceptional customer service by actively listening to concerns and offering tailored solutions.
  • Contributed to company growth by consistently meeting or exceeding performance benchmarks in key metrics.
  • Handled escalated issues skillfully, de-escalating situations and finding resolutions that satisfied both the customer and the company.
  • Participated in training sessions regularly to stay current on company offerings and customer service best practices.
  • Developed strong relationships with clients through empathetic communication and genuine concern for their needs.
  • Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
  • Boosted customer retention by promptly handling complaints and providing appropriate solutions.
  • Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
  • Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
  • Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
  • Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
  • Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
  • Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.

Customer Service Representative

Express Scripts
10.2017 - 02.2022
  • Satisfied claims issues, processing adjustments and updating accounts to resolve problems
  • Delivered efficient service with successful resolutions based on collaboration with internal and external customers
  • Related easily to callers using easily-understood terms to explain advanced [Type] information
  • Verified claims information using multiple internal databases and applications
  • Provided best possible assistance by making quick, accurate determinations of callers' requirements
  • Managed both routine and complex claims situations with same attention to detail and diligence
  • Handled customer inquiries, billing questions, payments, and service requests
  • Documented, researched, and resolved customer service issues
  • Managed customer calls efficiently in fast-paced call center environment
  • Answered numerous inbound calls each day to handle various concerns, set appointments, and close sales
  • Delivered fast and friendly service regarding questions and service complaints.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Boosted customer retention by promptly handling complaints and providing appropriate solutions.
  • Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
  • Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
  • Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
  • Improved patient satisfaction by efficiently processing prescriptions and managing inventory in a timely manner.
  • Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.
  • Reduced call resolution time through efficient problem-solving and communication skills.
  • Enhanced customer satisfaction by resolving complex issues promptly and professionally.

Clerk

QuikTrip
06.2016 - 12.2017
  • Kept shelves well-stocked with current merchandise for customers' convenience
  • Rotated stock, faced products, and built attractive displays
  • Removed damaged or expired items from shelves to keep stock fresh
  • Unloaded incoming trucks by working closely with team members to process shipments
  • Identified products in need of restocking by taking accurate inventories
  • Organized new inventory for easy storage or direct stocking
  • Retained clean, neat aisles and removed debris from public areas
  • Maintained customer satisfaction, quickly resolving issues and offering expert assistance
  • Captured consistent customer sales with friendly, knowledgeable support
  • Greeted customers and asked open-ended questions to assess needs
  • Minimized store thefts through effective monitoring strategies and close customer observation
  • Met sales quotas, frequently exceeding targets by taking advantage of upselling opportunities
  • Kept store shelves, racks and bins presentable with frequent resets.
  • Enhanced team productivity by streamlining communication and improving collaboration among crew members.
  • Reduced errors in data entry through meticulous record-keeping and attention to detail.
  • Maintained accurate inventory levels with thorough tracking, ordering, and organizing of supplies and materials.
  • Improved customer satisfaction by providing friendly and efficient service at the register.
  • Enhanced team productivity by maintaining a clean and organized workspace for crew members.

Fast Food Crew Trainer

McDonald's
02.2014 - 05.2016
  • Collaborated positively with peers and other staff members to maintain friendly, supportive, and cooperative work atmosphere
  • Observed positive skills and attributes from personnel to build, improve, and expand skills set
  • Offered to assist with additional tasks to keep projects on-task and meet tight deadlines
  • Delivered results using role-playing, simulations and lectures
  • Attended meetings or seminars to obtain information for use in training programs or to inform management of training program status
  • Monitored training costs and prepared budget reports to justify expenditures
  • Trained crew members on specific customer deliverables, company standards, and documentation
  • Protected team members by enforcing equipment safety regulations and protective gear requirements
  • Achieved target results by enhancing and changing teaching strategies to maximize progress
  • Monitored and documented personnel files and certifications
  • Developed employee onboarding processes to streamline procedures.
  • Improved customer satisfaction by providing efficient and friendly service in a fast-paced environment.
  • Enhanced team productivity by conducting regular training sessions and sharing best practices.
  • Ensured food quality and safety through strict adherence to company guidelines and sanitation protocols.
  • Enhanced crew performance by implementing effective training strategies and customized lesson plans.
  • Streamlined onboarding process for new employees, resulting in a more efficient integration into the team.

Education

High School Diploma -

Sumner High School
Saint Louis, MO
05.2016

Skills

  • Call management
  • Product promotion
  • Problem resolution
  • Hospitality and accommodation
  • Positive and professional
  • Strong communication
  • Delivery scheduling
  • Account updating
  • Record preparation
  • Documentation
  • Paperwork processing
  • Calm demeanor
  • New teller training
  • Call Documentation
  • Issue and Complaint Resolution
  • Verbal and Written Communication
  • Understanding Customer Needs
  • Calm and Professional Under Pressure
  • Upbeat and Positive Personality
  • Customer Service
  • Customer Data Confidentiality
  • Customer Retention Strategies
  • Multitasking and Prioritization
  • Creative Problem Solving
  • Account Updating
  • Call Management
  • Product Knowledge
  • Data Entry
  • Information Security
  • Appointment Scheduling
  • Scheduling
  • Complaint Resolution
  • Key Holder Experience
  • Follow-Up Skills
  • Insurance Verification
  • Policy Adherence
  • Stress Tolerance
  • Claims Processing
  • Medical Terminology Knowledge
  • Call Center Experience
  • Empathy and compassion
  • Critical thinking
  • Performance monitoring
  • Telephone etiquette
  • Analytical thinking
  • Time management
  • Attention to detail
  • Product knowledge
  • Adaptability and flexibility
  • Decision-making abilities
  • Team collaboration
  • Conflict resolution
  • Problem-solving abilities
  • Quality assurance

Timeline

Customer Service Representative

Aetna
01.2022 - 11.2023

Customer Service Representative

Express Scripts
10.2017 - 02.2022

Clerk

QuikTrip
06.2016 - 12.2017

Fast Food Crew Trainer

McDonald's
02.2014 - 05.2016

High School Diploma -

Sumner High School

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Jamica Everett