Jasmine Couch
Chicago,USA
Summary
Committed to providing outstanding services as well as building and maintaining positive professional relationships
Overview
18
18
years of professional experience
1
1
Certification
Work History
Quality Analyst/Trainer
Clark Resources
Chicago, US
05.2022 - Current
- Listen to calls and grade calls bases off of the SQA guide lines
- Train agents on HPR process for Medicaid for Molina Health Care (Health Plan Renewal) for different states such as WA, TX, IA, UT, KY,NV,MI,MS,IL,AZ,CA,SC, and many more
- Making sure the agents know the proper way to verify HIPAA as well as making sure the agents provide the most accurate information to mbrs to complete a renewal for health insurance so mbs won't have a laps in coverage
- Performed a weekly calibration call to make sure that agents are doing what is required
- Providing feedback meetings with the agents to discuss their achievements and future goals, address any concerns or issues
Member Service Representative
Molina Healthcare-Clark Resources
Oak Brook, US
05.2022 - Current
- Answering and directing phone calls, assisting with membership related issues, resolving complaints, and processing transactions such as PCP changes, informing members of their benefits and what coverage they have, updating demographics, scheduling transportation, adding members to Healthcare plan
Cashier
Sam's Club
Cicero, US
10.2017 - 09.2021
- Operated Cash registers for cash, checks, as well as credit card transactions with 100% accuracy
- Stock/replenish merchandise according to store merchandising layouts
- Alert customers to upcoming sales events/promotions
- Completed all point of sale opening closing procedures, including counting the contents of the cash
- Received and processed returns
- Greeted customers
- Handled customer complaints and concerns
- Assisted customers in finding or ordering merchandise
Sales Representative
Endurance Warranty
Chicago, US
03.2018 - 07.2018
- Assisted customers with finding the best car warranty, create solutions and ensure a smooth sales process
- Building a strong and reliable relationship with customers
- Verify information by collecting and updating data
Cashier/ Mic Person
Shoe Carnival
Evergreen Park, US
11.2007 - 10.2017
- Served customers in shoe department; offered suggestions and answered questions by utilizing friendly sales techniques to up sell product specials and complementary items
- Stocked and replenished merchandise according to store merchandising layouts
- Priced merchandise, stocked shelves and took inventory of supplies
- Identified potential shoplifters and alerted management
- Completed all point of sale opening and closing procedures, including counting the contents of the cash register
- Resolved all customer complaints in a professional manner while prioritizing customer satisfaction
Caregiver
Homecare
Chicago, US
07.2013 - 10.2015
- Provide Home Care including general housekeeping, personal hygiene
- Manage any unanticipated events or unstable situations
- Transport Home Care clients to appointments and activities
- Organize time and resources based on the individual needs of client
Early Morning Support
Macy's
Chicago, US
08.2012 - 06.2013
- Placement of merchandise on the selling floor
- Learned Macy's system and procedures to enhance selling efficiencies and complete support duties
- Recommend, selected and located or obtained merchandise based on customer needs and desires
- Maintained knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices
Cashier and Customer Service
Jewels/Osco
Chicago, US
02.2009 - 09.2012
- Operated Cash registers for cash, checks, as well as credit card transactions with 100% accuracy
- Stock/replenish merchandise according to store merchandising layouts
- Alert customers to upcoming sales events/promotions
- Completed all point of sale opening closing procedures, including counting the contents of the cash
Letter Carrier
USPS
, US
09.2006 - 11.2008
- Extensive Customer Service communication dealing with the public and vendors sorting incoming and outgoing mail and delivering mail on a daily basis and lifting 75lbs
- Load/unloaded trucks and driving mail trucks for daily deliveries
- Handled all customer relations issues in a gracious manner and in accordance with company policies
- Determined customer needs by asking relevant questions and listening actively to the responses
Education
Diploma -
George Henry Corliss High School
Skills
- Organizational skills
- Customer Care
- Call Center
- Retail sales
- POS
- Home Care
- CSR
- Merchandising
- Customer Service
- Cashiering
- Delivery Driver Experience
- Upselling
- Caregiving
- Leadership
- HRIS
- Laundry
- Cash Handling
- Management
- Data entry
- Microsoft Word
- Cold Calling
- Phone etiquette
- Calibration
- HIPAA
- Insurance Verification
- Medical Terminology
- Laboratory Experience
- Microsoft Outlook
- Correction action planning
- Materials Inspection
- Continuous Improvement
- Training implementation
- Training material development
- Quality processes
- Performance Assessment
Certification
- Driver's License
- QMHP Certification
- CDL
- QIDP Certification
- First Aid Certification
Skillstests
- Administrative assistant/receptionist, PROFICIENT, 12/01/21
- Protecting patient privacy, PROFICIENT, 01/01/22
- Data entry: Attention to detail, PROFICIENT, 01/01/22
- Cleaner fit, PROFICIENT, 01/01/22
- Work style: Reliability, PROFICIENT, 01/01/22
- Sales skills, PROFICIENT, 02/01/22
- Call center customer service, PROFICIENT, 02/01/22
- Written communication, PROFICIENT, 02/01/22
- Customer focus & orientation, PROFICIENT, 02/01/22
- Caregiver fit, PROFICIENT, 02/01/22
- Management & leadership skills: Impact & influence, PROFICIENT, 02/01/22
- Customer service, PROFICIENT, 03/01/22
- Attention to detail, PROFICIENT, 03/01/22
- Verbal communication, PROFICIENT, 03/01/22
- Outside sales, PROFICIENT, 04/01/22
- Retail customer service, PROFICIENT, 04/01/22
- Administrative assistant/receptionist, PROFICIENT, 09/01/22
- Analyzing data, PROFICIENT, 09/01/22
- Recruiting, PROFICIENT, 04/01/24
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Quality Analyst/Trainer
Clark Resources
05.2022 - Current
Member Service Representative
Molina Healthcare-Clark Resources
05.2022 - Current
Sales Representative
Endurance Warranty
03.2018 - 07.2018
Cashier
Sam's Club
10.2017 - 09.2021
Caregiver
Homecare
07.2013 - 10.2015
Early Morning Support
Macy's
08.2012 - 06.2013
Cashier and Customer Service
Jewels/Osco
02.2009 - 09.2012
Cashier/ Mic Person
Shoe Carnival
11.2007 - 10.2017
Letter Carrier
USPS
09.2006 - 11.2008
Diploma -
George Henry Corliss High School