Jazmyn Moten
Orlando,FL
Summary
Detail-oriented and resourceful professional with 11 years of experience in customer service
Skilled professional knowledgeable about monitoring metrics and maximizing team success in fast-paced settings. Performance- and quality-driven with several years of experience. Natural leadership talent with motivational approach.
Versatile office and administrative support professional with comprehensive experience in various office environments. Skilled in managing office tasks, organizing records, and enhancing workflow efficiency. Demonstrated ability to adapt quickly to new software and systems, improving data management and operational processes. Made significant improvements in document organization and internal communication protocols, leading to smoother daily operations.
Proven ability to maintain team morale and actively engage in productive communication in a remote work setting.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Remote Customer Care Associate III
CarelonRx
Orlando, USA
11.2021 - 11.2023
- Company Overview: CarelonRx - Commercial, Medicaid, Medicare, SIMPLYFL
- Provided members with a smooth and pleasant experience while addressing their requests, concerns, and questions regarding their benefits
- Demonstrated 'Heart at Work' behaviors with every interaction, consistently meeting and exceeding metric standards for a successful representative
- Collaborated with internal and external business partners
- Maintained team morale and engagement through active chat participation
- Created and managed Excel sheets to organize employee information and facilitate task completion and access recovery
- Developed engaging and informative emails for team engagement, procedure updates, and celebratory occasions
- Assembled and distributed emails on Blitz-it topics and business critical updates
- Provided customer service through live chat, email and phone support.
- Assisted customers with product inquiries and complaints.
- Followed up with customers to ensure satisfaction with resolution.
- Generated reports to track customer interactions and feedback.
- Processed orders, returns, exchanges, refunds and payments accurately.
- Recorded detailed notes of all customer interactions in CRM system.
- Trained new Customer Care Associates on policies and procedures .
- Surpassed quality target by working through scripted response plans and applying personal knowledge base to resolve concerns.
- Developed, documented, and executed manual tests for web-based applications.
- Provided feedback on usability and suggest improvements to the product design teams.
- Reported issues in a timely manner with accurate descriptions and steps to reproduce them.
- Monitored production environment performance metrics for anomalies that could indicate quality issues.
- Worked with team members to create efficient workflows, resulting in high productivity.
- Used quality monitoring system to compile and track individual and team performance.
- Communicated regularly with management to discuss quality trends.
- Trained and led staff on proper QA standards.
- Conducted internal audits to measure adherence to established QA standards.
- Developed corrective and preventive action plans to resolve non-compliance issues.
- Maintained policy, procedures, work instructions and projects for quality and continuous improvement agendas.
- Streamlined processes, increasing efficiency and consistency to support quality initiatives.
Remote Customer Service Representative II
CVS/CAREMARK
Orlando, USA
09.2020 - 11.2021
- Handled a high volume of inbound calls, delivering excellent customer service and support for prescription benefit services in a team-driven environment
- Processed refill requests, obtained new prescriptions, and updated customer profiles while addressing issues with mail order and retail pharmacies
- Assisted customers with obtaining coupons to reduce out-of-pocket expenses
- Placed outbound calls to various departments, prescribing offices, and retail pharmacies
- Troubleshot and reported system issues, maintaining privacy and focus on member concerns
- Ensured schedule adherence and followed procedures and protocols based on business needs
- Operated multiple platforms, applications, and servers simultaneously
- Submitted daily progress reports
- Demonstrated great patience and understanding with each representative and their individual learning style
CSR - Remote Customer Service Representative I
Subje CVS CAREMARK
Orlando, USA
09.2020 - 11.2021
- Assisted in new employee training and onboarding for two classes, creating PowerPoint presentations for graduations
- Participated in special off-phone activities and projects as requested by supervisors
- Collaborated with upper management to facilitate smooth transitions for incoming colleagues
- Monitored and supported new hires, taking attendance, assisting with technical issues, and submitting daily progress reports
- Demonstrated patience and adaptability to accommodate individual learning styles
- Handled customer inquiries and complaints in a timely manner.
- Provided customer service support to customers over the phone and by email.
- Maintained records of customer interactions, transactions, comments, and complaints.
- Documented all conversations with customers in CRM software according to company standards.
- Provided guidance on product features and benefits as well as troubleshooting techniques.
- Updated job knowledge by participating in educational opportunities.
- Participated in team meetings or training sessions when necessary.
- Met and exceeded productivity targets by handling every interaction with top-notch customer service.
Education
High school diploma -
Timber Creek High School
Orlando, FLSkills
- Dispute Resolution
- Escalation management
- Employee Orientation and Onboarding
- Data entry
- Computer skills
- Organizational skills
- Attention to detail
- Office experience
- Clerical experience
- Quality assurance
- VPN
- Time management
- Citrix
- PEOPLESAFE
- HIPAA
- Training & Development
- CRM Software
- Coaching and Mentoring
- Data Entry
- Email correspondence
- Database Research
- Documentation And Reporting
- Senior leadership support
- Payment Processing
- Customer Education
- Data Analytics
- Staff Management
- Process Monitoring and Improvement
- Employee Motivation
- Staff Development
- Processes and procedures
- Training and mentoring
- Goal-Oriented
- Leading Team Meetings
- Continuous Improvement
- Team Building and Leadership
- Performance Evaluation
- Positive and Constructive Feedback
- One Call Resolution
- Decision-Making
- Delegating Work
- Handling Escalations
- Time Management
- Research and due diligence
- MS Office
- Call Monitoring
- Quality Assurance
- Teamwork and Collaboration
Certification
- Certified Notary Public, Carries E&O Insurance
- Certificate of Advocacy, 05/01/17
Timeline
Remote Customer Care Associate III
CarelonRx
11.2021 - 11.2023
Remote Customer Service Representative II
CVS/CAREMARK
09.2020 - 11.2021
CSR - Remote Customer Service Representative I
Subje CVS CAREMARK
09.2020 - 11.2021
- Certified Notary Public, Carries E&O Insurance
- Certificate of Advocacy, 05/01/17
High school diploma -
Timber Creek High School
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