Jeretta McKenzie
Columbia,SC
Summary
Dedicated and results-oriented Customer Service Representative with 5+ years of experience in delivering excellent service and resolving customer issues. Seeking to leverage strong communication skills and attention to detail to provide exceptional customer support.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
DOMINION ENERGY
06.2022 - Current
- Trained team members on performance metrics and consumer behavior identification
- Enhanced team performance with consistent coaching, feedback, and development opportunities
- Improved customer satisfaction by effectively resolving escalated issues and providing timely support
- Reduced average handle time through the implementation of effective call handling techniques and scripts.
Billing Specialist
RESULTSCX
01.2021 - 11.2023
- Researched and resolved billing discrepancies to enable accurate billing
- Worked with multiple departments to check proper billing information
- Developed and maintained billing procedures to make timely payments
- Enhanced customer satisfaction with timely and accurate invoice generation.
Claims Representative
SEDGWICK
03.2020 - 06.2022
- Worked productively in fast-moving work environment to process large volumes of claims
- Improved customer satisfaction by providing timely and accurate information on claim status and resolution
- Developed strong relationships with clients, facilitating trust and open communication during the claims process
- Enhanced claim processing efficiency by streamlining workflows and implementing best practices.
- Communicates claim action/processing with claimant, client and appropriate medical contact
- Ensures claim files are properly documented and claims coding is correct.
- Improved customer satisfaction by providing timely and accurate information on claim status and resolution. Conducted detailed assessments of claims documents, ensuring accuracy and completeness before submission for approval.
Healthcare Customer Service Representative
TELEPERFORMANCE
11.2018 - 03.2020
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures
- Communicates claim action/processing with claimant, client and appropriate medical contact
- Billing/processing payments
- Scheduling dentist/doctors appointments
- Calmly attempt to resolve and de-escalate
- Respond to requests such as follow up phone calls • Followed up with customers about resolved issues to maintain high standards of customer service • Verified insurance eligibility and coverage for patients
- Resolved billing inquiries and disputes in timely fashion
- Investigated insurance claims denials and appeals
Data Entry
AppleOne
, Remote
08.2017 - 11.2018
- Met customer call guidelines for service levels, handle time and productivity
- Handled inbound customer chat conversations from various websites
- Managed multiple chat conversations simultaneously, maintaining efficiency and productivity.
- Provided exceptional support during high-volume periods, maintaining a calm demeanor under pressure
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support
Technical Support Representative
ADT Security
, Remote
08.2015 - 01.2016
- Met customer call guidelines for service levels, handle time and productivity
- Diagnosed system errors and implemented solutions to resolve them.
- Provided technical assistance to customers through phone, email and chat support.
- Managed multiple chat conversations simultaneously, maintaining efficiency and productivity
- Documented all activities related to technical support including processes, updates, changes made.
- Troubleshot customer inquiries related to software and hardware issues.
Education
High School Diploma -
Rock Hill High School
Rock Hill, SC06-2015
Skills
● Technical Proficiency: Demonstrated ability to understand and troubleshoot Apple products (iPhone, iPad, Mac, etc) Knowledge of iOS, macOS, and other Apple software
● Customer Focus: Strong commitment to providing exceptional customer service and ensuring customer satisfaction Ability to empathize with customers and address their needs effectively
● Communication Skills: Excellent verbal and written communication skills Clear and concise communication is crucial when assisting customers over the phone, email, or chat
● Problem-solving Skills: Proven ability to identify issues, analyze problems, and develop solutions Experience in resolving customer complaints and issues in a timely manner
● Adaptability: Ability to quickly learn new information and adapt to changes in products, policies, and procedures Flexibility to handle diverse customer inquiries ● Team Collaboration: Experience working collaboratively with cross-functional teams to escalate and resolve complex customer issues Ability to contribute positively to team dynamics
Timeline
Customer Service Representative
DOMINION ENERGY
06.2022 - Current
Billing Specialist
RESULTSCX
01.2021 - 11.2023
Claims Representative
SEDGWICK
03.2020 - 06.2022
Healthcare Customer Service Representative
TELEPERFORMANCE
11.2018 - 03.2020
Data Entry
AppleOne
08.2017 - 11.2018
Technical Support Representative
ADT Security
08.2015 - 01.2016
High School Diploma -
Rock Hill High School