Jamilla Smalls
Jacksonville
Summary
Dynamic professional with extensive experience in customer service and team management at Florida Blue. Proven track record of enhancing customer satisfaction through tailored support and effective problem resolution. Expertise in call center operations and training team members to ensure compliance and operational excellence.
Overview
21
21
years of professional experience
Work History
Shift Leader
Speedway
Jacksonville
09.2023 - Current
- Trained new team members on customer service and operational procedures, enhancing team readiness.
- Resolved customer complaints, fostering a positive shopping experience and encouraging repeat business.
- Managed inventory levels and organized product displays for optimal sales.
- Supervised daily store operations, ensuring adherence to safety protocols for staff and customers.
Material Handler
Micheals Distribution
08.2021 - 07.2023
- Unloaded pallets to ensure seamless warehouse operations.
- Placed boxes on conveyor belt for efficient order fulfillment.
- Labeled boxes for outgoing shipments to support accurate inventory management.
Enrollment Specialist
Technical Support
08.2020 - 10.2020
- Researched school options in customers' areas using k12 portal to provide tailored enrollment solutions
- Emailed parents detailed information ( name of school, address, what the school offers, technology, curriculum, etc.) according to the school of interest
- Register children for the 2020 Fall school year by completing contact information on their profile
- Supported team during peak season by managing enrollment inquiries and processing applications efficiently
- Took incoming calls from multiple states in the US
- To generate local open school enrollment
Data Entry
Allstate Insurance
03.2019 - 05.2019
- Audited insurance claims for licensed agents to confirm accuracy and compliance with regulations
- Maintained attention to detail by ensuring effective dates were correct for medical, dental, and vision coverage
- Distributed insurance ID cards to ensure timely access to coverage for clients
- Provided support to team during peak workload, ensuring continuity of operations
Insurance Consultant
Florida Blue
10.2018 - 02.2019
- Inquired about customer needs to recommend suitable products.
- Engaged with customers to deliver customized assistance, enhancing overall satisfaction.
- Collected patient information, enabling licensed agents to quote accurately.
- Assisted agents in gathering customer data to enhance existing policies.
- Received inbound calls to discuss claim details with members.
- Resolved patient issues effectively while ensuring accuracy in solutions.
- Facilitated patient achievement of wellness goals through personalized support.
Account Manager
ADT Security Services
04.2017 - 11.2018
- Assessed customers’ needs to recommend optimal security solutions
- Created and updated customer accounts to maintain accurate contact information
- Processed customer payments at point of sale
- Supported moving operations to enhance overall workflow
Sales Associate
Metro PCS
02.2017 - 08.2017
- Upsold phone plans to enhance customer satisfaction and meet sales targets
- Provided excellent customer service to foster positive shopping experiences
- Assisted customers with payment processing to ensure smooth transactions
- Worked in a temporary role to support team needs
Shift Manager
Taco Bell
09.2012 - 02.2013
- Led team of employees to ensure smooth operations during shifts
- Addressed customer inquiries and resolved concerns to enhance satisfaction
- Packed and assembled food orders for customers in a timely manner
Shift Manager
McDonalds
02.2009 - 08.2011
- Led team in daily operations, ensuring smooth workflow and task completion.
- Took customer orders and packed food for service, maintaining speed and accuracy.
- Assisted customers in retail environment, enhancing their shopping experience.
Collection Representative
Citibank/Citicards
05.2005 - 10.2008
- Collected payments on 3rd party credit card accounts to support account recovery efforts
- Conducted monthly follow-ups to confirm payment status and minimize delinquencies
- Researched existing customer accounts to identify action items for effective resolution
Education
associate - Healthcare
university of phoenix
04.2012
High School diploma - General Studies
Sandalwood High School
Jacksonville, FL05.2005
Skills
- Customer service
- Customer service and care
- Call center operations
- Team management
- Employee training
- Conflict resolution
- Support representation
- Inventory management
Timeline
Shift Leader
Speedway
09.2023 - Current
Material Handler
Micheals Distribution
08.2021 - 07.2023
Enrollment Specialist
Technical Support
08.2020 - 10.2020
Data Entry
Allstate Insurance
03.2019 - 05.2019
Insurance Consultant
Florida Blue
10.2018 - 02.2019
Account Manager
ADT Security Services
04.2017 - 11.2018
Sales Associate
Metro PCS
02.2017 - 08.2017
Shift Manager
Taco Bell
09.2012 - 02.2013
Shift Manager
McDonalds
02.2009 - 08.2011
Collection Representative
Citibank/Citicards
05.2005 - 10.2008
associate - Healthcare
university of phoenix
High School diploma - General Studies
Sandalwood High School