Janet Jones
Midland,MI
Summary
Customer service professional with 5+ years of experience with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering a supportive and productive work environment.
Overview
5
5
years of professional experience
Work History
QUALITY ASSESSOR/BLUE CROSS QUALITY CONTROL
Morley
11.2023 - 05.2024
- Conducted audits to ensure compliance with quality standards and regulations
- Developed and implemented quality control procedures to improve efficiency and effectiveness
- Collaborated with cross-functional teams to identify areas for process improvement
- Trained and mentored team members on quality assurance best practices.
- Provided assistance with high call volumes as needed.
- Assisted agents with research and provided resources.
MEDICARE ADVANTAGE/BLUE CROSS TEAM LEAD
Morley
04.2023 - 11.2023
- Created and grew a cohesive team of agents.
- Completed administrative duties and constructed disciplinary paths.
- Prioritized and executed necessary tasks even with changing workflows.
- Prepared and hosted meetings with team members.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
QUALITY ASSESSOR/BLUE CROSS QUALITY CONTROL
Morley
08.2019 - 04.2023
- Conducted audits to ensure compliance with quality standards and regulations
- Developed and implemented quality control procedures to improve efficiency and effectiveness
- Collaborated with cross-functional teams to identify areas for process improvement
- Trained and mentored team members on quality assurance best practices.
- Provided assistance with high call volumes as needed.
- Assisted agents with research and provided resources.
CUSTOMER SERVICE REPRESENTIVE/BLUE CROSS EMPLOYEE
Morley
01.2019 - 08.2019
- Managed a high volume of customer and provider inquiries via phone, email and mail.
- Resolved customer complaints with empathy and professionalism.
- Assisted in training new customer service team members.
- Collaborated with other departments to ensure customer satisfaction.
- Managed time efficiently in order to complete all tasks within deadlines.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Education
ASSOCIATE'S OF APPLIED SCIENCE - NURSING
Delta Community College
Bay City, Michigan01.2002
Skills
- Microsoft Excel
- Microsoft Word
- Microsoft PowerPoint
- OneDrive
- Leadership
- Communication
- Problem-solving
- Coaching
- Interpersonal skills
- Critical thinking
- Team collaboration
- Quality control knowledge
- Customer Focus
Timeline
QUALITY ASSESSOR/BLUE CROSS QUALITY CONTROL
Morley
11.2023 - 05.2024
MEDICARE ADVANTAGE/BLUE CROSS TEAM LEAD
Morley
04.2023 - 11.2023
QUALITY ASSESSOR/BLUE CROSS QUALITY CONTROL
Morley
08.2019 - 04.2023
CUSTOMER SERVICE REPRESENTIVE/BLUE CROSS EMPLOYEE
Morley
01.2019 - 08.2019
ASSOCIATE'S OF APPLIED SCIENCE - NURSING
Delta Community College
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