Jamila Henderson
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
10
10
years of professional experience
Work History
Escalation Specialist
Peloton
09.2023 - Current
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Coordinated with other departments to gather necessary information and resources for the successful resolution of escalated cases.
- Developed customized action plans for each escalated case, ensuring tailored solutions that addressed clients'' unique needs.
- Fostered strong relationships with clients by consistently demonstrating empathy, understanding, and dedication to resolving their concerns satisfactorily.
Cashier/Sales Assistant
At Home
09.2022 - 08.2023
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
CRS- Member Support
Zales/ Signet Jewelers
01.2017 - 05.2023
- Improved team performance by actively participating in training sessions and sharing insights with colleagues.
- Continuously updated personal knowledge base regarding industry trends and company offerings in order to provide relevant guidance to members.
- Achieved high levels of member retention by consistently delivering exceptional support services.
- Proactively sought feedback from members on their experiences with our organization''s products/services as part of ongoing quality assurance efforts.
- Enhanced customer satisfaction by promptly addressing concerns and providing tailored solutions.
Pharmacy Benefits Manager
Optuim RX
08.2014 - 02.2017
- Provided expert guidance on complex issues related to formulary management, drug pricing, rebate negotiations, and clinical program development.
- Developed and maintained a comprehensive understanding of evolving industry regulations, guidelines, and best practices in pharmacy benefits management.
- Streamlined workflows within the organization by implementing advanced technology solutions and process improvements.
- Conducted thorough audits of pharmacy benefit practices, identifying areas for improvement and ensuring adherence to industry standards.
- Delivered high-quality customer service through prompt resolution of inquiries from members, providers, or other parties involved in the delivery of pharmacy benefits services.
Education
Pharmacy Med D - Medicare D RX Certificate
Optuim RX
01-2014
Medical Billing And Coding - Bill & Coding
Everrest College Technical School
Dallas, TX09-2009
GED -
South Oak Cliff High School
Dallas, TX11-1992
Skills
- Complaint handling
- De-escalation techniques
- Assertiveness
- Goal setting and achievement
- Spreadsheet tracking
- Database maintenance
- Complaint investigation
- Reporting and documentation
- Teamwork and collaboration
- Attention to detail
Timeline
Escalation Specialist
Peloton
09.2023 - Current
Cashier/Sales Assistant
At Home
09.2022 - 08.2023
CRS- Member Support
Zales/ Signet Jewelers
01.2017 - 05.2023
Pharmacy Benefits Manager
Optuim RX
08.2014 - 02.2017
Pharmacy Med D - Medicare D RX Certificate
Optuim RX
Medical Billing And Coding - Bill & Coding
Everrest College Technical School
GED -
South Oak Cliff High School
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