Jamiya Ewing
Hope Mills,NC
Summary
Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs. Personable, friendly and solution-oriented. Provider Customer Service with over 7 years of experience in service and support. Customer-focused team player offering expertise in conflict mediation, time management, and sales. Dedicated to customer loyalty and satisfaction.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Advocate
The Cigna Group
Fayetteville, NC
04.2023 - Current
- Answer inbound chats from members with questions about medical claims, benefits, eligibility, and prior authorization
- Remain customer-focused at all times to meet tailored needs, providing positive outcomes for our member's well-being
- Create tickets, troubleshooting and escalate account issues
- Resolve customer complaints through independent problem-solving skills and one-call resolution
- Understanding and striving to meet or exceed call center metrics while providing accurate information to callers with a courteous and professional demeanor
- Providing quality advice and information to customers and colleagues regarding their health benefits
- Monitor turn-around times to ensure contacts/claims are settled within required time scales.
Customer Service Representative
Elevation Connect
Colorado
01.2022 - 12.2022
- Accurately identify issues and escalate to the appropriate parties
- Ensure that all consumer contacts are answered accurately, in accordance with department and client specific policies and procedures
- Ensure that all processes and procedures are complied with in answering, documenting, and communicating consumer contacts
- Manage queue work to ensure an empty queue by end of shift
- Meet or exceed set KPI's for tickets per day, live calls per day, and quality
- Initiate and maintain knowledge on multiple client products and logistics which are updated at a frequently changing pace
- Escalate calls to 3rd Parties as needed to complete a case.
Quality Assurance
Sykes Enterprises, Incorporated
Fayetteville, NC
07.2021 - 11.2021
- Review agents' conversations across all contact touchpoints to measure teams' performance and track customer support quality
- Contribute to call calibration sessions to evaluate agent performance
- Identify lapses in agents' performance and provide constructive feedback for improvement
- Set Standards for the quality standards for incoming and outgoing calls
- Listen to calls and analyze agent KPI to provide coaching and feedback.
Customer Service Representative
Sykes enterprises
04.2019 - 07.2021
- Taking calls from customers (via Tier 1) for escalated customer issues
- Taking calls from Technicians to troubleshoot tracker Service or Installs
- Taking cases raised by customers - troubleshooting, researching or escalating to reach resolution
- Answering customer questions about Verizon Connect products and services
- Helping customers solve problems using Verizon Connect solutions
- Arranging Service visits with Installers/Technicians on the customers' behalf.
Customer Service Representative
Eclerx
Fayetteville, NC
07.2018 - 03.2019
- Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services
- Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued
- Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed
- Adhering to all company policies and procedures.
Education
High School Diploma -
South View High School
Hope Mills, NC06-2017
Some College (No Degree) - Associate of Nursing
Robeson TeCh Community College
Skills
- Time-Management Skills
- Ability to handle rapid change and multiple responsibilities
- Detail-Oriented
- Helpful Demeanor
- Self-Motivator
- Customer service
- Google Docs
- Typing
- Windows
- Research
- HIPAA
- Troubleshooting
- Microsoft Excel
- Live chat (1 year)
- Data entry (4 years)
- Technical Support (5 years)
Certification
Certified Notary Public, 03/01/23, 03/01/28
Assessments
- Customer service, Proficient, 07/01/20
- Scheduling, Proficient, 03/01/23
- Customer focus & orientation, Proficient, 01/01/22
- Attention to detail, Proficient, 03/01/23
- Written communication, Completed, 05/01/18
Personal Information
Title: Customer Service
Timeline
Customer Service Advocate
The Cigna Group
04.2023 - Current
Customer Service Representative
Elevation Connect
01.2022 - 12.2022
Quality Assurance
Sykes Enterprises, Incorporated
07.2021 - 11.2021
Customer Service Representative
Sykes enterprises
04.2019 - 07.2021
Customer Service Representative
Eclerx
07.2018 - 03.2019
High School Diploma -
South View High School
Some College (No Degree) - Associate of Nursing
Robeson TeCh Community College