JASMA WILLIAMS
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
16
16
years of professional experience
Work History
Member Services Specialist
Teladoc
09.2021 - 11.2022
- Handled inbound calls as customers’ first point of contact with Teladoc Health
- Responded to customers’ requests, questions and problems in a timely manner
- Documented customer interactions
- Answered incoming calls
- Reviewed customer history as necessary
- Followed policy and procedure guidelines
- Registered patients
- Help to answer billing questions and resolve billing issues
- Documented information and outcomes as necessary
- Corrected data entry errors to prevent duplication or data degradation.
- Coded and processed applications into required electronic formats.
- Exceeded goals through effective task prioritization and great work ethic.
- Evaluated source documents to locate needed information.
Customer Service Representative Agent
Amazon
11.2020 - 10.2021
- Helped a variety of Amazon customers by phone, e-mail and/or chat
- Used tools and programs to navigate the website, research accounts, review options and solutions for customers, and communicate them effectively
- Supported customers through typing, phone, and computer skills by navigating the internet and website, multiple browsers, e-mail, social media, and instant messenger, or chat tools
- Actively problem solved and innovated on behalf of customers with good judgment to ensure the appropriate customer outcome
- Followed detailed verbal and written instructions
- Ability to empathize with and prioritize customer needs
- Had the opportunity to learn other areas of the business and support specialty departments as needed
- Updated account information to maintain customer records.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Corrected data entry errors to prevent duplication or data degradation.
- Completed data entry tasks with accuracy and efficiency.
- Monitored database updates and verified for correctness.
Customer Service Specialist
PNC Bank
11.2020 - 09.2021
- Delivered CARES model to customers and service partners
- Received, investigated and responded to customer inquiries regarding products, services and issues via all channels through which customers are served
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Resolved customer service inquiries and issues
- Recommended appropriate solutions
- Refered complex or reoccurring issues
- Maintained high levels of customer satisfaction consistent with PNC's core values
- Demonstrated commitment to quality through customer and service partner interactions
- Documented customer interactions and completes service requests to minimize customer effort or additional action.
- Assisted customers with opening accounts and signing up for new services.
- Updated account information to maintain customer records.
- Recorded account information to open new customer accounts.
Customer Service Representative Specialist
Center For Disease Control, CDC
01.2020 - 10.2020
- Evaluated the needs of the caller to determine the best course of action to assist in scheduling a
- COVID-19 vaccine appointment
- Transferred/referred caller to appropriate entities according to the established guidelines
- Facilitated the fulfillment of caller requests for materials via mail, email, or download
- Maintained a current understanding of CDC information on regulations, policies, and procedures in order to provide knowledgeable responses to numerous telephone inquiries in a courteous, timely and professional manner
- Adhered to the Privacy Act as it relates to the confidentiality of information provided by callers
- Continually looked for and suggest process improvements, which will benefit Maximus, CDC, and the public (inquirers)
- Responded to all inquiries consistent with confidentiality and privacy policies and refers callers to alternate sources when appropriate
- Escalated calls or issues to the appropriate designated staff for resolution, as needed
- Tracked and document all inquiries using the applicable systems
- Facilitated translation services for non-English speaking callers according to outlined procedures
- Attended meetings and trainings, as requested, and maintain up-to-date knowledge of all programs and systems
- Met quality assurance (QA) and other key performance metrics
- Reported problems that occurred and assisted with the resolution
- Utilized databases and written materials to look up and provide information to telephone inquiries
- Responded to telephone inquiries within the set departmental staffing and time parameters
Education
Associate Degree - Medical Billing And Coding
Ultimate Medical Academy - Clearwater
Clearwater, FL09.2014
Skills
- Skills:
- Microsoft Office
- Microsoft Word
- Typing
- Phone Etiquette
- Phones
- Customer Service
- Customer Relationship Management
- Communications
- Computer Skills
- Conflict Resolution
- Leadership Experience
- Teamwork
- Team Development
- Market Research
- Customer Support (10 years)
- Sales
- Telemarketing
- Windows
- Microsoft Dynamics GP (2 years)
- Genesys (2 years)
- LAN
- Genesys Cloud (2 years)
- CRM software
- Quality control
- Live chat
- Microsoft Dynamics GP (1 year)
- Geneseys (1 year)
- Kronos (1
- Year)
- Cold calling
- Public health
- Banking
- Workday
- HIPAA
- Data collection
- Avaya (5 years)
- Salesforce (2 years)
- AWS (2
- Years)
- Restaurant experience
- Medical coding
- Recordkeeping strengths
- Creative problem solving
- Professional telephone demeanor
- Shipping procedures understanding
- Receiving support
- Administrative support
- Technical Support
- Inbound and Outbound Calling
- Proofreading
- Maintains confidentiality
- Patient charting
- Professional and mature
- Scheduling
- Data Processing
- Medical Records Management
- Data Verification
- Information Verification
- Microsoft Office proficiency
- Office administration
Timeline
Member Services Specialist
Teladoc
09.2021 - 11.2022
Customer Service Representative Agent
Amazon
11.2020 - 10.2021
Customer Service Specialist
PNC Bank
11.2020 - 09.2021
Customer Service Representative Specialist
Center For Disease Control, CDC
01.2020 - 10.2020
Associate Degree - Medical Billing And Coding
Ultimate Medical Academy - Clearwater
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