Janine Aiken
Peachtree Corners,GA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in multiple industries. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
Work History
Healthcare Customer Service Representative
Concentrix
07.2023 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Assessed caller accounts to determine insurance benefits, identify service needs and resolve issues.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Followed up on denials, late payments, extensions and other special circumstances.
- Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.
Customer Service Advisor
Transcom USA
03.2021 - 09.2022
- Delivered exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances.
- Used scripted conversation prompts to convey current account information and obtain payments.
- Maintained high volume of calls to meet demands of busy group.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Resolved concerns with products or services to help with retention and drive sales.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Described product highlights and benefits to help guide purchasing decisions.
- Promoted strong customer satisfaction by diagnosing and troubleshooting product issues without need for escalated support.
- Achieved performance goals on consistent basis.
Lead Bookseller
Barnes & Noble
03.2016 - 01.2021
- Established excellent sales ability and strong interpersonal skills with confident and persuasive approach..
- Displayed excellent sales skills and understanding of such skills.
- Recovered sales floor by picking up items, shelving books, and product and straightening bookshelves and tables.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Maintained well-stocked inventory of books, magazines and literary merchandise for customer needs.
- Assisted with training and orientation of new employees.
- Escalated concerns or problem calls to management staff.
- Opened new accounts and documented personal, demographic and payment information in system.
- Applied interpersonal and communication skills to establish selling relationship with customers.
- Assisted customers with locating books and other materials in store.
- Processed payments and returns on company POS system using proper cash-handling procedures.
- Researched and ordered new titles to maintain updated store selection.
- Established strong relationships with customers to encourage repeat business.
- Restocked shelves and kept store displays attractive and organized to drive sales.
Education
Bachelor of Science - Health Information Technology
Southern New Hampshire University
Hooksett, NH05.2028
Skills
- Customer Account Management
- Customer Data Confidentiality
- POS Systems and Ordering Platforms
- Creative Problem Solving
- De-escalation Techniques
- Responding to Difficult Customers
- Understanding Customer Needs
- Issue and Complaint Resolution
- CRM Software
- Insurance Verification
- Calm and Professional Under Pressure
- Upbeat and Positive Personality
- Multitasking and Prioritization
- Courteous with Strong Service Mindset
- Patient Confidentiality
- Call Center Experience
- Efficient and Detail-Oriented
- Verbal and Written Communication
- Medical Terminology Knowledge
- Medical Insurance
Timeline
Healthcare Customer Service Representative
Concentrix
07.2023 - Current
Customer Service Advisor
Transcom USA
03.2021 - 09.2022
Lead Bookseller
Barnes & Noble
03.2016 - 01.2021
Bachelor of Science - Health Information Technology
Southern New Hampshire University