Jamilah Jennings
Dallas,TX
Summary
Personable and dedicated Customer Service Representative with extensive experience in the Customer Service industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
1
1
Certification
Work History
PCA
Elevance Health
Remote
11.2023 - Current
- Documented patient information accurately on patient pharmacy
- Answering inbound calls for patients needing to place mail orders for prescriptions
- Documenting case notes and the beginning and ending of each call
- Researching existing claims to properly investigate the reasoning for specific medications being denied
- Assisting patients with navigating site and app systems to be able to make refill request online, setup auto payments, setup virtual visits, locate physicians within their areas, along with a broad variety of other efficient things to do
- Filling out New RX Forms and uploading them to patients cases while setting accounts up to be transferred to Rph and techs for prescriber purposes
- Tracking order shipments and providing information on mail orders including tracking numbers, estimated delivery dates, order placement dates, and any possible rejections or denials
- Providing exceptional customer service with each patient
- Building rapport and asking probing questions at the beginning of each call to be able to investigate each case and claim accordingly
- Setting task for callbacks and follow-ups
- Properly notating each case and closing them accordingly
- Improved patient comfort by providing compassionate and attentive care.
Dasher
DoorDash
DFW
03.2022 - Current
- Collaborated with restaurant staff or other food establishments to confirm orders and coordinate delivery times.
- Optimized fuel efficiency by planning effective driving routes and minimizing idle time between orders.
- Provided excellent customer service by being friendly and courteous during interactions to increase satisfaction and loyalty.
- Safeguarded sensitive customer information by diligently following company privacy policies during transactions.
- Strengthened relationships with restaurant partners by demonstrating respect and professionalism during pickups.
- Adhered strictly to food safety guidelines when handling and transporting orders for utmost quality assurance.
- Collected payment for orders and provided customers with receipt copies to establish proof of transaction.
- Kept delivery vehicle clean and neat to maintain company's professional reputation.
- Ensured order accuracy, double-checking items before leaving the pickup location.
- Boosted overall delivery performance by staying up-to-date on platform updates and best practices.
- Provided exceptional customer service, greeting patrons warmly upon arrival for enhanced rapport building.
Auto Claims Associate-Express
Statefarm
Richardson, TX
03.2023 - 06.2023
- Receiving inbound calls in regards to claim statuses and processing new claims
- Filling out FNOL forms for New Claims
- Investigating each claim throughly by performing investigations and interviewing each party involved in claim such as insured, claimants, and other 3rd parties
- Documenting each claim very detailed, and sending out correspondences in a timely fashion
- Requesting supporting documentations from insureds and claimants
- Effectively managing work through task driven queues while multi-tasking in a fast-paced environment
- Applying knowledge of policies and insurance regulations when determining coverage, liability, & damages
- Walking each customer through the claim process to its entirety
- Setting up tow appointments, rental car pickups and drop-offs, body shop/repair shop appointments etc.
- Paying all parties what is owed in accordance to claim including 3rd parties such as tow shops, repair shops, body shops, insureds, claimants, and other 3rd parties if applicable
- Providing exceptional customer service to each customer and making sure they have a smooth and seamless claims process for the life of the claim
- Monitored claims processing trends to identify potential areas of improvement.
- Reviewed applications and supporting documents to verify claims eligibility and accuracy.
- Prepared insurance claim forms or related documents and reviewed for completeness.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt.
- Enhanced customer satisfaction by efficiently managing and resolving auto claims in a timely manner.
- Prevented potential fraudulent activity by meticulously examining documentation for inconsistencies or discrepancies during the claims process.
- Contributed to a positive work environment through effective communication with team members and supervisors.
- Checked documentation for accuracy and validity on updated systems.
Claims Dispatcher/Customer Service Representative
Alacrity
08.2021 - 11.2022
- Provided quality customer service to assigned, insured and claimants throughout claims process to deliver timely service to customers.
- Communicated daily with assigned contractors on behalf of insureds for daily work
- Used XactAnalysis to update contractor statuses and real time information
- Assisted Insureds with scheduling contractors to come view the properties
- Provided updates to insureds in regards to any changes regarding contractor visits, time swaps, open availability, and general relation to their claims.
Ecommerce Fulfillment Specialist
DHL
Wilmer, TX
05.2022 - 10.2022
- Managed daily operations of branch, order fulfillment and customer service.
- Fulfilled orders quickly to accomplish challenging daily objectives.
- Picked products from designated locations using various tools and transferred to appropriate areas for further processing.
- Picked up heavy objects using proper lifting techniques to avoid personal injuries.
- Selected products and items from shelves and pallets for customer orders.
- Labeled boxes and placed in outbound collection areas.
- Packaged fragile items with protective padding to prevent damages during shipments.
- Cleaned and organized aisles, work stations and floors to promote operational productivity.
- Achieved productivity and accuracy standards to meet company guidelines.
- Used RF scanner to load totes, pallets and carts onto trucks for customer delivery.
- Accepted, processed and quickly filled orders.
- Reviewed packing slips and other documentation to properly box requested items for shipment.
- Verified items correctly matched to sales check for packing and shipment.
Home Health Care Aide
Kindred
09.2016 - 06.2022
- Maintained clean and well-organized environment for client happiness and safety.
- Dressed, groomed and fed patients with limited physical abilities to support basic needs.
- Assisted with client personal care needs to foster independence and well-being.
- Ran errands for clients and drove to appointments to maintain wellness and support daily living needs.
- Supervised medication administration, personal hygiene and other activities of daily living.
- Observed patient vital signs and medication reactions and reported health concerns or behavioral changes.
- Developed strong and trusting rapport with patients to facilitate smooth, quality care.
- Monitored medications for patients with various conditions and kept watchful eye for side effects.
- Interacted with patients through games and fun activities to boost mood and improve overall memory.
- Improved patient well-being by providing compassionate and attentive personal care services.
- Enhanced patient recovery time by assisting with prescribed exercises and administering medication as directed.
- Maintained a clean, safe home environment for patients through regular housekeeping tasks and adhering to hygiene protocols.
- Supported patients'' daily living activities such as bathing, dressing, grooming, and meal preparation to promote independence.
- Built strong relationships with patients and their families through open communication and empathetic listening skills.
- Educated family members on proper caregiving techniques, enabling them to confidently provide support at home.
Claims Customer Service Representative
Roth Temp Service
03.2021 - 03.2021
- Fostered strong relationships with current and prospective clients to maintain client retention.
- Responded to queries, solved or referred problems and followed up with clients to increase satisfaction.
- Navigated computer system to look up customer information and update policies.
- Entered leads and new applications, pulled data reports and submitted changes to attract and retain customers and increase business.
- Asked probing questions and offered solutions to resolve customer issues.
- Built trusted partnerships through open and interactive communication to earn positive customer feedback.
- Complied with confidentiality regulations in handling customer information.
- Assisted new policyholders with processing claims.
Surveyor
Maximus Federal
03.2020 - 07.2020
- Communicated with individuals through telephone to obtain pertinent data.
- Double-checked information on survey forms or information pads to verify accuracy of information.
- Asked questions pertaining to name, age, religious preference and state of residency.
- Interpreted interview questions to assist people in providing appropriate answers.
- Assisted people in filling out surveys and explained items on survey forms.
- Explained survey functions and objectives.
- Met daily with supervisor to discuss and report results.
- Enhanced project accuracy by utilizing advanced surveying equipment and software for precise measurements.
- Streamlined workflow for increased efficiency, implementing effective communication and collaboration among team members.
Customer Service/Loan Processor
Genpact
03.2019 - 11.2019
- Answering inbound calls from current clients and potential prospects inquiring about getting a loan.
- Delivered prompt, knowledgeable solutions to address customers' loan service issues.
- Processed payoffs, releases and curtailments for [Type] loans.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Educated clients on how to conduct transactions with convenient online solutions.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Provided excellent service and attention to customers through phone conversations.
- Reduced processing time for loan applications by implementing an organized filing system.
- Increased customer satisfaction with timely responses to inquiries and providing thorough explanations of loan processes.
HR Specialist Seasonal
Kohls Distribution Center
08.2018 - 12.2018
- Liaised with management to distribute training and promotional opportunity resources to employees.
- Conducted background checks and orientation, coordinating new employee onboarding process.
- Established and maintained trusted relationships around organization to optimize business and employee experience.
- Worked cross-functionally to optimize efficiency and execute on HR business processes.
- Delivered inquiry-related data and insights to improve overall employee experience.
- Maintained human resources records by processing applications and resumes.
- Spearheaded diversity, equity and inclusion efforts to meet company diversity goals.
- Safeguarded human resource information, maintaining employee confidence and protecting operations.
- Provided essential support to address individual HR needs of employees.
- Identified opportunities to improve HR programs and proposed solutions to increase efficiencies.
- Assisted candidates with application processes by answering questions about application, performing background checks, providing I-9 forms and handling drug screening paperwork.
- Enhanced team productivity by streamlining processes and implementing time-saving strategies.
Social Media Content Review Analyst
Genpact
09.2017 - 04.2018
- Monitored replies and comments to expertly assess criticism, complaints and concerns of current and prospective customers and consumers.
- Knowledgeable about client’s products and community standards
- Made well balanced decisions and personally driven to be an effective advocate for our community
- Investigated and resolved issues that were reported on clients site such as requests for account support and reports of potentially abusive content
- Used market specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our community of users
- Enforced Client’s Terms of Use by carefully monitoring reports of abuse on the site
- Identified inefficiencies in workflows and suggest solutions
Temp Call Center Customer Service Representative
CornerStone Staffing (U.S Mint)
02.2015 - 04.2015
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Assisted customers with making payments, creating online account with the U.S Mint, password resets, profile updates, etc.
- Operated multi-line phone system and online messaging system to communicate with customers.
- Partnered with internal teams to uncover customer needs and cross-sell opportunities.
- Maintained customer privacy and protected company operations by keeping information private and confidential.
- Explained benefits, features and recommendations to maximize client retention.
- Relayed customer feedback to cross-functional teams to improve products and services.
Cashier
Sams Club
05.2013 - 02.2014
- Collected payments and provided accurate change.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Worked closely with front-end staff to assist customers.
- Processed sales transactions to prevent long customer wait times.
- Accepted cash and credit card payments, issued receipts and provided change.
- Trained new team members in cash register operation, stock procedures and customer services.
- Learned roles of other departments to provide coverage and keep store operational.
- Answered customer questions and provided store information.
- Reported pricing discrepancies to supervisor.
- Scanned merchandise using point-of-sale system for accurate purchase totals.
- Answered product questions with up-to-date knowledge of sales and store promotions.
- Used suggestive selling techniques to promote add-on sales.
Education
High School Diploma -
Seagoville High School
Dallas, TX06.2012
Skills
- Boxing and Labeling
- Merchandise Restock
- RF Scanning Devices
- Workload Priorities
- Data Entry
- Attention to Detail
- Recordkeeping and Documentation
- Regulatory Compliance
- Teamwork and Collaboration
- Cleaning and Sanitizing
- Data Processing
- Verbal and Written Communication
- Customer Service
- Verifying Data Accuracy
- Administrative Support Specialist
- Personnel Engagement
- Policies Implementation
- PeopleSoft HRMS
- Decision Making
- New Hire Onboarding
- Termination Documentation
- Project Planning
- Credit Card Payment Processing
- Customer Data Confidentiality
- Understanding Customer Needs
- Upbeat and Positive Personality
- Building Customer Trust and Loyalty
- Efficient and Detail-Oriented
- Issue and Complaint Resolution
- Upselling Products and Services
- Call Documentation
- POS Systems and Ordering Platforms
- Multitasking and Prioritization
- Responding to Difficult Customers
- Transaction Processing
- Calm and Professional Under Pressure
- Creative Problem Solving
- De-escalation Techniques
- Customer Retention Strategies
- Credits and Refunds
- Time Management
- Policy Knowledge
- Information Verification
- Critical Thinking
- Active Listening
- Proofreading and Editing
- Case Management
- Coordination
- Calm Under Pressure
- Call Metrics
- Follow-up skills
- Problem-solving abilities
- MS Office
- Building rapport
- Payment Processing
- Product Knowledge
- Order Processing
- Live chat support
- Conflict Resolution
- Microsoft Excel
- LiveChat Messaging
- Computer Skills
- Financial Transactions
- Claims Investigation
- Documentation Review
- Documentation skills
- Appointment Scheduling
- Coverage Determination
- Claims
Accomplishments
- Documented and resolved Issue which led to Results.
- Achieved Result through effectively helping with Task.
- Achieved Result by completing Task with accuracy and efficiency.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Certification
- All lines Claims adjuster License - [2022]
- State Farm Auto Certification Training - [2022]
Timeline
PCA
Elevance Health
11.2023 - Current
Auto Claims Associate-Express
Statefarm
03.2023 - 06.2023
Ecommerce Fulfillment Specialist
DHL
05.2022 - 10.2022
Dasher
DoorDash
03.2022 - Current
Claims Dispatcher/Customer Service Representative
Alacrity
08.2021 - 11.2022
Claims Customer Service Representative
Roth Temp Service
03.2021 - 03.2021
Surveyor
Maximus Federal
03.2020 - 07.2020
Customer Service/Loan Processor
Genpact
03.2019 - 11.2019
HR Specialist Seasonal
Kohls Distribution Center
08.2018 - 12.2018
Social Media Content Review Analyst
Genpact
09.2017 - 04.2018
Home Health Care Aide
Kindred
09.2016 - 06.2022
Temp Call Center Customer Service Representative
CornerStone Staffing (U.S Mint)
02.2015 - 04.2015
Cashier
Sams Club
05.2013 - 02.2014
High School Diploma -
Seagoville High School