Jeiska Jordan
Brockton,MA
Summary
Dedicated senior professional with several years of experience in providing superb customer service. Expert in establishing rapport by listening to customers and understanding specific needs. Manage consistent one-call resolution to offer prompt and streamlined service.
Overview
13
13
years of professional experience
Work History
Senior Customer Service Representative
Blue Cross and Blue Shield
Hingham, MA
03.2022 - Current
- Managed incoming calls from providers while providing exceptional service.
- Assisted providers by answering questions, addressing concerns and providing current claim information.
- Met and maintained performance goals to support long-term company growth.
- Nasco/EDSNET proficient
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Adjusted/rekeyed claims to resolve customer service or billing complaints after through research.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs I.e plan to plan
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Assisted new hire class with one-on-one coaching sessions while observing phone call and providing constructive feedback
- Provided constructive feedback and positive reinforcement to keep trainees motivated.
- Explained goals and expectations required of trainees.
- Resolved any issues raised by participants during the training session in a timely manner.
- Provided feedback on employee performance based on observed results during training sessions.
Shift Supervisor Rx
CVS Pharmacy
Brockton, MA
05.2018 - Current
- Maintained daily inventory of pharmaceuticals and ensured proper storage conditions.
- Prepared medications for dispensing by counting, pouring, labeling, and verifying doses.
- Performed data entry for patient profiles, billing information and prescription orders into the pharmacy software system.
- Managed filing of prescriptions, both electronically and manually.
- Retrieved medication from shelves based on physician orders and delivered them to pharmacists for review.
- Ordered drugs from wholesalers as needed and maintained records of incoming shipments.
- Received payment from customers and processed credit card transactions when necessary.
- Checked expiration dates on medications to ensure that only unexpired products were dispensed.
- Reported any discrepancies or errors in medication ordering or filling processes immediately to the pharmacist on duty.
- Assisted in training new employees on pharmacy procedures.
- Monitored inventory levels of commonly used drugs and placed orders when necessary.
Customer Service Representative
Harvard Pilgrim Health Care
Canton, MA
08.2021 - 12.2021
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Developed strong relationships with customers by providing personalized assistance and support.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
Customer Service/ Benefits Councilor
Mercer
Norwood, MA
09.2019 - 02.2020
- Assisted with educating Schlumberger employees about their health benefits.
- Processed qualifying life events, such as adding a dependent to benefits, of the employee reporting a recent marriage, divorce, or birth.
- Submitted a request for the administration team to resolve if the website had issues processing enrollment online.
- Followed up with employees if they submitted documentation for dependent verification.
Customer Service/ Dispatch
Boston Globe Media Partners LLC
Taunton, MA
11.2014 - 06.2019
- Answered customer inquiries regarding availability of products and services.
- Provided accurate information about product features, pricing plans, and warranties.
- Scheduled service calls for customers based on their needs and geographic location.
- Monitored customer accounts to ensure timely payments were received.
- Researched customer complaints and provided appropriate solutions in a timely manner.
- Assisted customers with technical issues related to products or services.
- Developed relationships with customers by providing excellent customer service.
- Followed up with customers to ensure satisfaction with resolution of problems or requests.
Cashier
Best Buy
Brockton, MA
10.2011 - 03.2015
- Greeted customers and answered any questions they had about the store's products and services.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Counted money in cash drawer at the beginning of shift to ensure that amounts were correct and have sufficient change.
- Issued receipts, refunds, credits or change due to customers.
- Stocked shelves with merchandise when needed.
- Answered customer inquiries regarding store policies and procedures.
- Processed returns and exchanges of merchandise in accordance with store policies.
- Balanced daily transactions on a computerized point-of-sale system.
- Assisted customers over the phone regarding store operations, product information and order placement.
- Provided excellent customer service while promoting loyalty programs to increase sales potential.
Education
High School Diploma -
Brockton High School
Brockton, MA06-2009
Skills
- Conflict Management
- Escalation management
- Documentation Review
- Database Research
- Order Fulfillment
Timeline
Senior Customer Service Representative
Blue Cross and Blue Shield
03.2022 - Current
Customer Service Representative
Harvard Pilgrim Health Care
08.2021 - 12.2021
Customer Service/ Benefits Councilor
Mercer
09.2019 - 02.2020
Shift Supervisor Rx
CVS Pharmacy
05.2018 - Current
Customer Service/ Dispatch
Boston Globe Media Partners LLC
11.2014 - 06.2019
Cashier
Best Buy
10.2011 - 03.2015
High School Diploma -
Brockton High School