Jermesha Cox
Zebulon,NC
Summary
To obtain a position with a reputable company that will utilize my experience, skills and education.
Overview
5
5
years of professional experience
Work History
Customer Service Specialist
Concentrix
Angier , NC
06.2020 - Current
- Average 85-100 call per day with 12 calls per hour
- Answers incoming customer calls regarding billing issues, product problems, service questions and general client concerns
- Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller
- Update customer information in the customer service database during and after each call
- Impact the company's bottom line by problem solving and turning frustrated clients into repeat customers educated customers about outages and packages
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Collaborated with shipping department staff to facilitate smooth materials returns to correct vendors.
Cable Customer Service Rep
Infinity
Raleigh, NC
01.2014 - 01.2016
- Ability to navigate through multiple computer applications with speed and accuracy
- Ability to work with customers to resolve inquiries
- Assist with troubleshooting issues with customer's equipment (e.g
- Cable box, DVR, remote, modems).
- Applied highly effective selling skills while properly engaging and presenting solutions to customers.
- Promised best prices for customer services and maintained accuracy when determining quotes.
Humana Customer Service Rep
ACS
Cary, NC
01.2013 - 01.2014
- Utilize probing and creative problem solving methods to resolve foundational customer inquiries on first contact
- Document corrective measures and provide instructions as needed to internal business areas to ensure prompt resolution and response to customer inquiries
- Identify and obtain information and records from customers, members, providers and/or employer groups to correct/update information, claims and membership records when necessary
- Recognize patterns of inconsistent and/or inaccurate claims filing practices among customers and providers, educate customers and providers on acceptable Humana practices and policies
- Perform phone/email outreach to Humana vendors and business partners to resolve service issues
- Identify, understand and anticipate customers' unexpressed needs and concerns in a caring manner
- Work collaboratively with Healthcare and Network Management partners to further optimize customer, employer group and provider relations by identifying opportunities to promote stakeholder programs
- Educate and encourage customers on use of alternative delivery channels including self-service, web, etc
- Identify and communicate process, product or systems improvement opportunities to improve the overall
Education
High School Diploma -
Fuquay-Varina High School
Fuquay-varina, NC05.2009
Skills
- Customer Data Confidentiality
- Calm and Professional Under Pressure
- Customer Service and Assistance
- Customer Retention Strategies
- Effective Written and Verbal Communication
- High-Volume Call Environments
Accomplishments
- Interface with local, state and federal governmental entities and plan participants regarding Humanaproducts, services and policies
- January 2008Fuquay High School
Timeline
Customer Service Specialist
Concentrix
06.2020 - Current
Cable Customer Service Rep
Infinity
01.2014 - 01.2016
Humana Customer Service Rep
ACS
01.2013 - 01.2014
High School Diploma -
Fuquay-Varina High School