Jeanquineke Sowells
Florence,South Carolina
Summary
Adept at leveraging excellent communication and CRM software proficiency, I significantly enhanced customer satisfaction at Blue Cross and Blue Shield. My ability to solve complex problems and efficiently manage high-volume customer interactions showcases a strong blend of technical and interpersonal skills, driving positive outcomes in fast-paced remote environments. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Compassionate Certified Nursing Assistant with experience in diverse healthcare settings including long-term care, assisted living, and rehabilitation facilities. Possess strong clinical skills such as vital sign monitoring, patient hygiene assistance, and medication administration. Noted for ability to foster relationships with patients and their families while maintaining professional boundaries. Previous roles demonstrate positive impact on patient satisfaction and quality of care.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Remote Customer Service Representative
Blue Cross and Blue Shield
Florence, South Carolina
10.2020 - 11.2023
- provide real-time support to customers via phone, email, and chat, ensuring prompt and accurate resolutions inquiries and issues .
- Handle high call volume of customers interactions daily, consistently achieving key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction scores.
- Utilize CRM software to document and track customer interactions, ensuring accurate records and seamless communication across the team.
- Collaborate with cross-functional teams (salesman technical support, billing) to resolve complex issues and provide a smooth customer service .
- Conduct follow-ups to ensure customer issues are fully resolved and overall satisfaction with the service provided.
- Continously update knowledge of company products, services, and policies to provide accurate and up-to-date information to the customers and or members.
Customer Service Representative
Humana healthcare
Florence, South Carolina
08.2017 - 09.2020
- Assisted customers with technical support, account management, and product inquiries through remote communication channels.
- Escalated complex technical issues to the appropriate teams while maintaining ownership of customer cases until resolved.
- provided detailed explanations and step-by-step guidance to customers, ensuring they fully understood the solution to their problems.
- Participated in remote training sessions to stay updated on product changes and improve customer support strategies.
Education
High School Diploma -
Hartsville High School
Hartsville, SC06-2017
Skills
- Excellent verbal and written communication skills
- proficient in using CRM software (eg, Zendesk, Salesforce)
- Strong problem-solving and conflict resolution abilities
- Multitasking and time management in fast-paced environments
- Experience with remote communication tools (eg, Slack, Zoom, Microsoft Teams)
- Empathy, Patience, and a customer first-mindset
- familiarity with technical troubleshooting and product support
- Ability to work independently and collaboratively in a remote setting
Certification
- Customer service excellence certification 2021/2022
- CPR & First Aid certified.
- Certified Nursing Assistance / CNA .
- Remote work proffesional certification .
Timeline
Remote Customer Service Representative
Blue Cross and Blue Shield
10.2020 - 11.2023
Customer Service Representative
Humana healthcare
08.2017 - 09.2020
High School Diploma -
Hartsville High School