Jamie McDilda
St. Petersburg
Summary
Experienced with managing customer escalations and resolving issues promptly and effectively. Utilizes strong communication skills to mediate conflicts and implement solutions. Knowledge of customer service principles ensures high levels of satisfaction and loyalty. Highly skilled Escalation Specialist with wide-ranging experience in customer issue resolution, strategic problem-solving, and team leadership. Strong ability to facilitate communication between clients and technical teams, ensuring prompt resolution of complex issues while maintaining high levels of client satisfaction. Focused on improving operational efficiency and boosting team performance by leveraging strong organizational and decision-making skills. Resolved numerous escalated cases successfully, resulting in improved customer retention rates.
Overview
6
6
years of professional experience
Work History
Senior Escalation Specialist
Centene
04.2022 - 06.2025
- Resolved complex customer escalations through effective communication and problem-solving techniques.
- Collaborated with cross-functional teams to identify root causes of issues and implement corrective actions.
- Developed training materials for team members to enhance understanding of escalation processes and tools.
- Analyzed escalation trends to propose process improvements that enhanced overall service quality.
- Coordinated with other departments to gather necessary information and resources for the successful resolution of escalated cases.
Provider Services Representative
Teleperformance USA
09.2020 - 04.2022
- Facilitated effective communication between healthcare providers and insurance representatives.
- Resolved provider inquiries regarding claims processing and reimbursement issues.
- Conducted training sessions for new employees on system navigation and policy updates.
- Analyzed provider feedback to identify trends and recommend process improvements.
Customer Service Representative
Adecco
11.2019 - 09.2020
- Answering phones from multiple clients with correct opening
- Assisting customers in placing orders
- Tracking orders, reships, refunds, applying any promotional offers, or returns on products
- Knowing all and new products
Education
Bachelor of Science - Social Work
04-2029
GED, CNA
12 2005
Skills
- Windows 2000/XP and Windows Vista, Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Outlook, EMR
- Complaint handling
- De-escalation techniques
- Assertiveness
- Goal setting and achievement
- Client retention strategies
- Spreadsheet tracking
- Complaint investigation
- Reporting and documentation
- Teamwork and collaboration
- Problem-solving skills
- Problem resolution
Additional Activities
Walked for Relay for Life through Home Depot Volunteered for Earth Day in cleaning up the parks with Home Depot Volunteered extra working hours during Hurricane Katrina to assist in closing and saving stores Volunteered at Camp Eskimo for 2008 and 2009 “Homer Award” – provided for excellent customer feedback “Orange Blooded” awards – onsite presentation by customer recommendation “Customer Commendations” - Xbox - customer submitted “Thank Q” certificate - Harte-Hanks - supervisor presented “Star Performer” award - Staffmark - onsite presented References on Request
Personal Information
QUALIFICATIONS
Major strengths include strong leadership, excellent communication skills, competent, strong team player, attention to detail, dutiful respect for compliance in all regulated environments, and computer and Internet literate. Ability to multi-task while maintaining a high performance level.
Timeline
Senior Escalation Specialist - Centene
04.2022 - 06.2025
Provider Services Representative - Teleperformance USA
09.2020 - 04.2022
Customer Service Representative - Adecco
11.2019 - 09.2020
Walden University - Bachelor of Science, Social Work
Gary Job Corps - , GED, CNA
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