Jamie McDilda
St. Petersburg,FL
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.
Overview
20
20
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
Surf Style
02.2019 - 11.2019
- Unboxing, merchandise readiness for floor
- Stocking floor and matching sure all counts are correct
- Setting up new diagrams and store readiness
- Assisting customers in finding merchandise
Kelly Services (TransAmerica)
02.2018 - 07.2018
- Answering call from members
- Life Insurance policy assistance
- Triage calls to Representatives
Receptionist
Spectraforce with Florida Blue
10.2017 - 12.2017
- Temp position
- Opening store
- Answering phones
- Making/changing/cancel appointments
- Making and stocking coffee area
Front Desk
Bay Dermatology
06.2016 - 03.2017
- Coordinate daily office workflow following procedures to ensure maximum efficiency
- Manage skincare sales and goals
- Manage procedure bookings and re-bookings
- Answering and directing phone calls
- Organizing and scheduling appointments
- Process patient payment and ensure that all of patient’s needs are met prior to leaving office
- Maintaining files and records with effective electronic filing systems
- Supporting other teams with various administrative tasks
- Organize sales analysis
- Keep product inventory, responsible for reorders
Call Center Representative
24/7 Intouch
10.2015 - 06.2016
- Determines requirements by working with customers
- Answers inquires by clarifying desired information; researching, locating, and providing information
- Resolves problems by clarifying issues, researching and exploring answers and alternative solutions, implementing solutions; escalating unsolved problems
- Sells additional services by recognizing opportunities to up-sell
- Maintains call center database by entering information
Office Attendant
Joshua Land Farm
09.2014 - 06.2015
- Preparing paperwork and verifying truckers paper against RRC paperwork.
- Testing mud to ensure appropriate chlorine level before acceptance.
- Signing truckers out and giving them the proper paperwork. Starting and ending the day. Inputting final numbers in the system and on the board.
Soft line's Lead Merchandising
Sears
05.2013 - 07.2014
- Preparing registers in the morning, closing registers at night
- Training new associates
- Greeting each and every member
- Scheduling
- Maintain store shelves, removing damaged or refreshing products, tidying store shelves, providing optimum display of products
- Working a mod schedule every day
- Handling customer/associate issues
- Overriding any errors
- Working the stock room, observing inventory levels prompting for reorder. Keeping sales up, etc.
Senior Customer Advocate
Sears
11.2012 - 04.2013
- As a level 2 acting in a supervisor position.
- Answering supervisor calls from level 1 agents and customers
- Triage calls determine if upgrade to a level 3 agent warranted.
- Prepare documents for customers and management
- Monitor all customer inquiries and complaints and assist in effective resolution of same
- Coordinate with customer and ensure optimal level of customer services. Provide support to managerial operations for customers
Center Manager 1
Ace Cash Express
03.2012 - 10.2012
- Open/close store
- Verifying count of safe (morning and night)
- Cashing checks (paycheck, SSI check, tax refund, 401K, loan check, ect) , money orders, money gram, taking bill payments
- Issuing Netspend debit cards, ATM transactions, processing deferred checks, issuing installment/title loans
- Selling car insurance and taking payments, Accepting and sending large amounts of money to the bank
Customer Representative
Euro Staff
08.2009 - 03.2010
- Taking call and transferring through the switch board, for Apple and a few other companies out of Indiana.
Associate System/HDW Specialist
Home Depot Austin Technology Center
07.2007 - 07.2009
- Assisted associates with multiple issues relating to software applications and hardware.
- Store Operations assisted the Aims program (hiring), kronos (time clock), scheduler, associate center, AIS groups, reports, career depot, desktop services, email, e-learning, mobile system software.
- Hardware POS assisted with computers, register, mobile carts, scan guns, bear guns, access points, bounce services, sending technicians, replacing equipment.
Customer Representative
Xbox
11.2005 - 07.2007
- Inbound calls from customers with their Xbox.
- Cancelling/saving accounts.
- Offering games for our customers to stay with Xbox live.
- Training new associates with the computer, applications, phone, proper ways for rebuttal.
- Acknowledged as the highest save associate (saved accounts).
- Assisted customers with fixing their Xbox/Xbox 360’s or sending them for repair. Assisted in setting up Xbox live and any issues with connecting up to the internet.Occasional training for a team lead opportunity, performed team leads duties on the UK contract.
- HR duties of scheduling, performing reviews, listening to calls, and terminating associates.
Education
GED, CNA
Gary Job Corps
Austin, TX12.2005
Bachelor of Science - Social Work
Walden University
04-2029
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
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
Surf Style
02.2019 - 11.2019
Kelly Services (TransAmerica)
02.2018 - 07.2018
Receptionist
Spectraforce with Florida Blue
10.2017 - 12.2017
Front Desk
Bay Dermatology
06.2016 - 03.2017
Call Center Representative
24/7 Intouch
10.2015 - 06.2016
Office Attendant
Joshua Land Farm
09.2014 - 06.2015
Soft line's Lead Merchandising
Sears
05.2013 - 07.2014
Senior Customer Advocate
Sears
11.2012 - 04.2013
Center Manager 1
Ace Cash Express
03.2012 - 10.2012
Customer Representative
Euro Staff
08.2009 - 03.2010
Associate System/HDW Specialist
Home Depot Austin Technology Center
07.2007 - 07.2009
Customer Representative
Xbox
11.2005 - 07.2007
GED, CNA
Gary Job Corps
Bachelor of Science - Social Work
Walden University
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