Janice Isaac
Kissimmee,FL
Summary
Professional with strong background in customer support, excelling in conflict resolution, communication, and problem-solving. Known for fostering collaborative team environment and adapting to changing needs to ensure customer satisfaction. Skilled in handling multiple tasks efficiently, leveraging empathy and active listening to build rapport with clients and team members alike.
Overview
3
3
years of professional experience
Work History
Customer Service Agent
Conduent-Humana, Remote
08.2025 - Current
- Abiding to Hipaa laws before providing members information about their account.
- Primary care physician changes.
- Reviewing benefits for members.
- Transferring calls to the correct department when needed.
- Assisting with medical authorizations and appeals.
- Reaching out to pharmacies, hospitals, and doctor offices on members' behalf.
- Providing members with information regarding their Maximum out of pocket and deductible.
- Verifying and changing demographics.
- Provide members information regarding their medication.
Customer Service Representative
Foundever- Turbo Tax, Remote
12.2024 - 05.2025
- Verifying customer identity before providing information regarding their accounts.
- Document all customers' complaints and concerns.
- Managed approximately 50-60 calls incoming calls per day from customers.
- Asking probing questions to figure out customer needs.
- Use tools such as glance and screenshare to assist customers with turbo tax products.
- Assist customers with tax rejections.
- Transferring customers to the correct department when needed for further assistance.
- Assisting customers with finding out what turbo tax product suits them the best.
Cashier
Publix, Kissimmee
Kissimmee
05.2023 - 12.2024
- Greeting customers professionally and answering inquiries regarding services and products.
- Operate a POS machine.
- Handling customers' complaints and relaying complaints to managers.
- Providing customers with the correct amount of change and cash back.
- Id verification for customers buying alcohol and/or tobacco.
- Processing cards, cash and check transactions.
- Bagging customers products to their liking.
Education
Associates in Arts -
Valencia College
Kissimmee12.2024
Skills
- Active Listening
- Problem-solving abilities
- Multitasking
- Patient
- Experience in remote work
- CRM/Software Proficiency (Egsalesforce, telephony, CRM system, Genesys)
- Data Entry
- Troubleshooting
- Handling high call volume efficiently
- Microsoft office skills
- Outbound and inbound calling
Languages
English
Native or Bilingual
Timeline
Customer Service Agent
Conduent-Humana, Remote
08.2025 - Current
Customer Service Representative
Foundever- Turbo Tax, Remote
12.2024 - 05.2025
Cashier
Publix, Kissimmee
05.2023 - 12.2024
Associates in Arts -
Valencia College