Jasmine Williams
Albany,GA
Summary
I'm a Customer Service Representative bringing top-notch skills in oral and written communication, active listening. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Front desk Receptionist position. Ready to help team achieve company goals.
Overview
11
11
years of professional experience
Work History
Medical Call Center Representative
American Health Connection
04.2025 - Current
- Centralized Scheduling : Managing appointment booking for various specialties.
- Patient Engagement : Proactively contacting patients for reminders, answering questions, and handling objections.
- Post -Discharge Follow-up: Contacting patients after hospital stays to schedule follow ups and ensure care coordination.
- Physician Referral Services: Connecting patients with suitable healthcare providers.
- Patient Communication Management: A proprietary framework for all front- end patient interactions, including call routing and registration.
- Assisted patients in scheduling appointments and coordinating care with healthcare providers.
- Maintained a high degree of professionalism and empathy during difficult calls, providing emotional support to distressed patients while addressing their concerns.
- Upheld strict confidentiality standards regarding sensitive patient information in accordance with HIPAA regulations.
- Navigated various healthcare databases to obtain necessary information for assisting patients with medical inquiries or appointment requests.
Customer Service Representative
Tele Direct Call Center
12.2017 - 03.2025
- We are a 24/7 inbound and outbound call center messaging answering service for various companies.
- Greet customers warmly and ascertain problems or reason for calling.
- We Assist with placement of orders, refunds, or exchanges
- Maintenance request for different rental properties for tenants
- Applied HIPAA privacy and security regulations while handling patient information.
- Schedule, reschedule and cancel appointments for Dental, Vision doctor offices
- Send messages to the on call doctors for emergencies.
- Adhered to HIPAA regulations when handling confidential patient information.
- Greeted patients upon arrival and answered any questions they had about their visit.
- Provided customer service by answering inquiries, resolving complaints, and providing general information to clients regarding healthcare services.
- Assisted in checking patient's insurance eligibility prior to their appointment.
- Managed incoming calls from patients and other healthcare facilities to provide information or schedule services.
- Maintained client confidentiality according to HIPAA regulations at all times.
- Ensured that proper follow up was completed after each interaction with a customer.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
Customer Service Representative
Teleperformance
05.2016 - 12.2017
- Assisted customers with billing issue, troubleshooting, payments and activation service.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Ensured compliance with all applicable laws and regulations related to the sale of goods or services.
- Assisted customers with navigating website for product selection purposes.
- Compiled reports on overall customer satisfaction.
- Answered incoming customer calls regarding product questions, sales inquiries, and complaints.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Provided exceptional customer service to ensure customer satisfaction.
- Developed positive relationships with customers through friendly interactions.
Front Desk Receptionist
Moultrie Road Head Start
08.2014 - 05.2016
- Answered incoming calls, directed them to appropriate personnel and took messages.
- Front office greeting parents, answering the phone and handling paper work as well.
- Answered incoming calls, redirected callers to the appropriate personnel or department and took messages as needed.
- Assisted with preparing reports, presentations and other documents as requested by management staff.
- Greeted customers warmly and made them feel welcome.
- Assisted with scheduling appointments for clients and visitors.
- Responded to customer inquiries via phone, email, and in person.
- Maintained a clean and organized reception area to uphold company image.
- Assisted in the preparation of meeting rooms and facilities for scheduled events.
- Greeted visitors to provide information and direct to appropriate personnel.
Education
Diploma - Early Childhood Education
Albany Technical College
Albany, GA12.2014
High School Diploma -
Monroe High School
Albany GA05.2012
Skills
- Communication
- Active Listening
- Patience
- Adaptability
- 40 WPM
- Empathy
- Problem Solving
- Tenacity
- Complaint Handling
- Scheduling
- Meditech system
- Complaint resolution
- Appointment Scheduling
- Inbound and Outbound Calling
- Customer Service
- Quality Assurance Controls
- Payment Processing
Languages
English
Full Professional
Timeline
Medical Call Center Representative
American Health Connection
04.2025 - Current
Customer Service Representative
Tele Direct Call Center
12.2017 - 03.2025
Customer Service Representative
Teleperformance
05.2016 - 12.2017
Front Desk Receptionist
Moultrie Road Head Start
08.2014 - 05.2016
High School Diploma -
Monroe High School
Diploma - Early Childhood Education
Albany Technical College