Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Jayson Parsons

5270 Cimarron Heights Way Unit 107 Columbus

Summary

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Customer Service Representative

CVS Healthcare
02.2022 - Current
  • Advocated for members across complex benefit questions, translating coverage details into clear next steps and preventing repeat contacts through “asked-the-unasked” guidance.
  • Resolved triaged issues (claims, appeals, pre-auths, eligibility) end-to-end; used defined escalation paths and case notes to meet SLA and first-contact resolution goals.
  • Owned cases to closure. coordinated with clinical, pharmacy, and administrative teams; maintained audit-ready documentation in CRM/EHR systems.
  • Coordinated clinical needs with case managers and pharmacists for urgent/complex care plans; executed callbacks and follow-ups to confirm adherence.
  • Navigated multiple systems to research, process, and document requests with 100% data-hygiene standards (identity verification, HIPAA/PHI handling).


Assistant Deli Manager

Kroger
11.2010 - 01.2022
  • Prepared and placed meat cuts and products in display counter to catch shopper's eye and boost sales.
  • Attended to customers by taking orders, resolving complaints and issues and operating cash register to take payments.
  • Verified inventory computations by comparing to physical counts of stock, investigating discrepancies with manager.
  • Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty.
  • Set schedules for 20 staff by planning and designating shifts and hours.

Technical Support Representative

Teleperformance
01.2008 - 10.2010
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Monitored systems in operation and quickly troubleshot errors.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and LAN.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.

Education

High school diploma - Computer Networking

ITT Technical Institute
Columbus, OH

Skills

  • Communication
  • Troubleshooting
  • Customer service
  • Hardware Tools and Equipment Handling
  • Mechanical knowledge
  • Technical Writing
  • Time Management
  • Workflow planning
  • Salesforce

Certification

Certified Travel Agent with the "Archer Travel Group"

Languages

English

Timeline

Customer Service Representative

CVS Healthcare
02.2022 - Current

Assistant Deli Manager

Kroger
11.2010 - 01.2022

Technical Support Representative

Teleperformance
01.2008 - 10.2010

High school diploma - Computer Networking

ITT Technical Institute

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