Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jaunice McDuffey

The Colony

Summary

Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

10
10
years of professional experience

Work History

Customer Care Representative

Humana
10.2015 - 01.2021
  • Assisted customers via phone, chat, and email regarding questions about their medical,vision, and dental benefits.
  • Logged call information and solutions provided into CRM database.
  • Navigated multiple computer systems and applications to find information.
  • Supported team operations during peak times.
  • Assisted customers with monthly premium payments.
  • De-escalated problematic customer concerns regarding health insurance.
  • Process,review, and verify medical claims to insure providers are paid accurately and within a timely manner.

Customer Service Lead

STAT Overnight Delivery
01.2021 - 08.2022
  • Assisted drivers with locating the customers location to ensure accurate delivery.
  • Resolved customer service issues using company processes and policies.
  • Provided updates to customers regarding their prescription delivery via phone and zendesk.
  • Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
  • Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.

Customer Service Specialist

Kelli's Gift Shop Suppliers
09.2022 - Current
  • Process customers orders via phone, email, and fax.
  • Assist customers with navigating through online website to process orders.
  • Deliver exceptional customer service by upselling new products and promotions.
  • Provide product pricing, inventory availability, and shipping questions quickly.
  • Process returns to enhance customer satisfaction and improve product quality and inventory management.
  • Train new employees on operating procedures and company services.

Education

High School Diploma -

Wingfield High School
Mississippi
05-2015

Skills

  • Complaint resolution
  • Price quotes
  • Customer relationship management
  • De-escalation techniques
  • Call center experience
  • Telephone etiquette
  • Customer order management
  • Project management
  • CRM software

Timeline

Customer Service Specialist

Kelli's Gift Shop Suppliers
09.2022 - Current

Customer Service Lead

STAT Overnight Delivery
01.2021 - 08.2022

Customer Care Representative

Humana
10.2015 - 01.2021

High School Diploma -

Wingfield High School

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