Hi, I’m
Jennifer Raybon
Montgomery,Alabama
Summary
Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and customer relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for customers.
Overview
12
years of professional experience
Work History
Verizon Wireless (Remote), AZ
Level 5 Customer Service Agent
07.2022 - Current
Job overview
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Investigated and solved routine and complex customer issues to earn repeat business.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Developed trusting relationships with customers by making personal connections.
- Adapted sales strategies based on customer interactions and feedback to improve results.
- Described merchandise and explained use, operation and care.
- Sold various products by explaining unique features and educating customers on proper application or usage.
- Recommended, selected and located merchandise based on customer desires.
- Ticketed, arranged and displayed merchandise to promote sales.
- Worked with fellow sales team members to achieve group targets.
- Upsold additional items based on customer interests and needs.
- Participated in regular team meetings to discuss performance, strategies, and goals.
- Completed routine maintenance and repair.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Blue Shield of California (Remote)
Healthcare Customer Service Representative
04.2018 - 05.2022
Job overview
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- File patient grievances for the patient or provide personal or medical information, and process the request.
- Surpassed sales goals through implementation of successful marketing strategies.
- Reviewed eligibility responses to assess patient benefit level and prepare estimates.
- Obtained necessary signatures for privacy laws and consent for treatment.
- Recommended improvements in products, service and billing methods to management to prevent future problems.
- Coordinated scheduling of appointments across multiple departments to optimize patient care.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Implemented patient satisfaction surveys to identify areas for improvement.
- Assisted in checking patient's insurance eligibility prior to their appointment.
- Facilitated patient registration, verifying all required documentation is collected and filed properly.
- Conducted financial counseling for patients, explaining payment options and assistance programs.
- Explained various admission forms and policies, acquiring signatures for consent.
- Collected payments from patients and entered them into the billing system accurately.
- Handled high volume of incoming calls, providing exceptional customer service to patients and families.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Divine Touch Ministries WorldwideMontgomery, AL
International Secretary
03.2013 - 03.2020
Job overview
- Created agendas and took minutes during meetings; distributed notes in a timely manner afterwards.
- Managed multiple calendars and contacts using computer software.
- Created and updated spreadsheets to track and report data.
- Greeted visitors in a professional manner and directed them to appropriate personnel or offices.
- Oversaw staff correspondence, record tracking and data communications, resulting in improved automation of office operations.
- Handled confidential documents with discretion.
- Answered incoming phone calls, responded to inquiries and transferred calls as needed.
- Sent and distributed mail and parcels.
- Assisted with accounts receivable and accounts payable functions.
- Conducted research, compiled and typed statistical reports, synthesized information and provided excellent communication to disseminate information throughout organization.
- Raised funds by organizing multiple events and diligently managed details to meet deadlines.
- Sorted mail and distributed it to appropriate personnel or departments within the organization.
- Ordered supplies as needed; tracked inventory levels and placed orders with vendors when necessary.
- Set up workshops, conferences and meetings by scheduling and reserving rooms and preparing supplies.
- Updated system to organize office documentation, maximizing efficiency and increasing productivity.
Education
Full Sail UniversityWinter Park, Fl
B.A. from Media Communication
02.2023
Virginia CollegeMontgomery, AL
Associate of Science from Massage Therapy
05-2014
Bullock County HighUnion Springs, Alabama
High School from General
05.2004
Skills
- File management
- Adaptability and flexibility
- Returns processing
- Billing inquiries
- Information verification
- Documentation and reporting
- Call control
- Customer focus
- Customer service
- Upselling
- Inbound customer service
- Customer relations
- Conflict resolution
- Case management
- System monitoring
- Data entry
- Analytical thinking
- Team collaboration
Timeline
Level 5 Customer Service Agent
Verizon Wireless (Remote)
07.2022 - Current
Healthcare Customer Service Representative
Blue Shield of California (Remote)
04.2018 - 05.2022
International Secretary
Divine Touch Ministries Worldwide
03.2013 - 03.2020
Full Sail University
B.A. from Media Communication
Virginia College
Associate of Science from Massage Therapy
Bullock County High
High School from General
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