Summary
Overview
Work History
Education
Skills
Timeline
Generic

JERQUESHA PLAYER

DESOTO,TX

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Knowledgeable and dedicated customer service professional with extensive experience in Type industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

9
9
years of professional experience

Work History

CSR/ Data Entry

InfoCision
04.2019 - 09.2021
  • Assisted store guests with all client concerns, including replacements, refunds, returns, and service warranties
  • Fulfilled and exceeded customer satisfaction goals in a consistent manner
  • Helped tutor new customer service associates after hiring and during seasonal upticks.
  • Completed data entry tasks with accuracy and efficiency.
  • Compiled data and reviewed information for accuracy prior to input.
  • Reviewed and updated client correspondence files and database information to maintain accurate records.
  • Identified data entry errors and reported to necessary departments.
  • Corrected data entry errors to prevent duplication or data degradation.
  • Managed workflow scheduling, data entry, and accuracy verification for large data projects.
  • Managed documents by organizing forms, making photocopies, filing records, preparing correspondence, and creating reports.
  • Evaluated source documents to locate needed information.
  • Corrected data entry errors to prevent later issues such as duplication or data degradation.
  • Coded and processed applications into required electronic formats.
  • Conducted audits of existing data entry processes.
  • Utilized techniques for increasing data entry speed.

CNA

Senior Care Centers
07.2015 - 04.2018
  • Effectively supervised day-to-day front-end operations of a busy customer service department
  • Hired, trained, and mentored top customer service agents and front-end staff
  • Implemented ambitious customer satisfaction goals, and better-enabled customer service staff members to effectively meet them
  • Created, edited, and altered customer service strategies and procedures in Agile manner to best deliver a satisfying experience for all store customers
  • Managed and updated the customer loyalty program.
  • Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
  • Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
  • Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
  • Helped clean and prepare patient consultation rooms to maintain hygiene standards
  • Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
  • Cared for residents in assisted living facility and delivered high-quality support to meet needs.
  • Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
  • Oversaw and maintained patients' rooms, group living areas, and nurse stations.
  • Participated in fun group activities with patients to boost mood, improve overall memory, and provide light entertainment.
  • Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
  • Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
  • Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.
  • Facilitated personal hygiene management, feeding and ambulation.
  • Maintained patient stability by checking vital signs and weight and recording intake and outtake information.
  • Documented patient information and care activities in electronic health record.
  • Reduced risks of patient infection and cross-contamination by cleaning and sterilizing equipment.
  • Helped patients complete range of motion exercises to prevent loss of function during care.
  • Helped patients with self-feeding and assisted feeding, based on individual needs.
  • Assisted nursing staff with completing daily rounds, documenting vital signs and answering calls.
  • Transported patients between rooms and appointments or testing locations.

CSR Medical Billing Services

BlueCross BlueShield
01.2013 - 07.2015
  • Resolve 300+ weekly customer inquiries via phone and email, consistently exceeding targets
  • Pioneered development of improved system for following up with unsatisfied customers, reducing customer churn by 6%
  • Trained and mentored 4 new employees on conflict resolution, JIRA, and
  • Zendesk CRM
  • Proposed more efficient call script to reduce average customer handling time, which was well-received and implemented by management
  • Achieved 97% average customer satisfaction rating to date, surpassing team goal by 12%
  • Updated account information to maintain customer records.
  • Provided primary customer support to internal and external customers.
  • Tracked customer service cases and updated service software with customer information.
  • Processed insurance company denials by auditing patient files, researching procedures, and diagnostic codes to determine proper reimbursement.
  • Correctly coded and billed medical claims for various hospital and nursing facilities.
  • Communicated with insurance companies to research and resolved coding discrepancies.
  • Delivered prompt service to prioritize customer needs.
  • Maintained up-to-date knowledge of product and service changes.

Education

High School Diploma -

Green Oaks High School

CNA

Southern University At Shreveport
Shreveport, LA
06.2010

Skills

  • Skills Summary
  • Engaging Senior Customer Service Representative with 8 years of experience in fast-paced call center environment, 6
  • Years in retail & 4 years in fast paced IT support specialist Skilled at transforming customer feedback into actionable
  • Insights that drive revenue, increase customer loyalty, and improve processes
  • SKILLS
  • Complaint Resolution
  • Effective Communication
  • Teambuilding & Training
  • Cost Reduction & Waste Elimination
  • Patience & Empathy
  • Ability to Keep Calm in Stressful Situations
  • Microsoft Excel
  • Microsoft Word
  • Customer Relations
  • Microsoft PowerPoint
  • Active Listening
  • Report Preparation
  • Credit Card Payment Processing
  • Customer Relationship Management
  • Conflict Mediation
  • Time Management
  • Handheld Computer Device Software
  • Complex Product Knowledge
  • Quality Control
  • Recordkeeping Strengths
  • Call Volume and Quality Metrics
  • Customer Data Confidentiality
  • Problem-Solving Ability
  • Process Optimization
  • Typing Proficiency
  • Investigate Claims
  • Research
  • Grammar
  • Filing
  • Coordination
  • Prioritization
  • Speaking
  • Documentation

Timeline

CSR/ Data Entry

InfoCision
04.2019 - 09.2021

CNA

Senior Care Centers
07.2015 - 04.2018

CSR Medical Billing Services

BlueCross BlueShield
01.2013 - 07.2015

High School Diploma -

Green Oaks High School

CNA

Southern University At Shreveport
JERQUESHA PLAYER