Janice Jones
Albuquerque,NM
Summary
Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact. Experienced Customer Service Representative with 40 years of experience working in busy, fast-paced call center. Committed to providing prompt, quick and accurate service to large volume of incoming calls.
Overview
13
13
years of professional experience
Work History
Customer Service Specialist
Nusenda Credit Union
2019.09 - 2022.06
- Call center environment assisting with financial needs, updating demographics, balance inquires, transferring funds between accounts, replacing debit card for members.
- Maintained and managed customer files and databases
- Managed timely and effective replacement of damaged or missing products
- Participated in team meetings and training sessions to stay informed about product updates and changes
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
Customer Service Representative
Molina Healthcare
2018.09 - 2019.09
- Call center environment assisting members with their health needs
- Updating account information for demographics, resolving medical.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
Prime Technical Temporary/Leidos
2017.07 - 2018.09
- Call center environment assisting members in IT department
- Unlocking secure accounts with government clearances, also emails setup.
- Skilled at working independently and collaboratively in a team environment
- Proven ability to learn quickly and adapt to new situations
Walgreens
2016.09 - 2017.09
- Daily register, Customer Service, returns, closing store
- Greeting Customers.
Assistant Manager
Family Dollar
2016.04 - 2016.09
- Daily register, handling returns, greeting customer
- Closing and opening store, assisted with annual inventory and hiring new employees.
United Health Care
2015.12 - 2016.04
- Call center environment assisting members with health care concerns, billing issues, provider searches, and claims issues.
Customer Service part-time
Family Dollar
2015.07 - 2015.12
- Handle consumer concerns, cash handling, assisted with closing store daily.
Blue Cross and Blue Shield
2014.12 - 2015.03
- Assisting incoming policy holders with inquires about health insurance that was purchased from the Affordable Care Act (Health Care Reform).
Campaign Call Center Representative
Starbucks
2014.10 - 2014.12
- Assist clients with coffee concern, resolving barista's issues
- Ensuring Starbucks enjoy the experience.
Call Center Representative
Retail Banking
2009.01 - 2014.08
- Assist clients with their personal and business banking needs
- Apply problem solving techniques to resolve customer's issues
- Defuse angry customer situations
- Stay current on any Policy/Procedural changes.
Education
Administrative Assistant -
St. Paul College
Human Resource Specialist - Human Resouces Specialist
St. Paul College
Saint Paul, MN01.2012
High School Diploma -
Unity High School
Chicago, IL05.1977
Skills
- Customer Service Specialist
- Strong Communication Skills
- Team Player
- Excellent Problem Resolution Skills
- Able to Multi-task
- Highly Analytical
- Highly Motivated
- Strong Work Ethic
- Windows
- Microsoft Word
- Excel
- Power Point
- Outlook
- Mainframe
References
Furnished on request.
Timeline
Customer Service Specialist
Nusenda Credit Union
2019.09 - 2022.06
Customer Service Representative
Molina Healthcare
2018.09 - 2019.09
Prime Technical Temporary/Leidos
2017.07 - 2018.09
Walgreens
2016.09 - 2017.09
Assistant Manager
Family Dollar
2016.04 - 2016.09
United Health Care
2015.12 - 2016.04
Customer Service part-time
Family Dollar
2015.07 - 2015.12
Blue Cross and Blue Shield
2014.12 - 2015.03
Campaign Call Center Representative
Starbucks
2014.10 - 2014.12
Call Center Representative
Retail Banking
2009.01 - 2014.08
Administrative Assistant -
St. Paul College
Human Resource Specialist - Human Resouces Specialist
St. Paul College
High School Diploma -
Unity High School