Jessica Brewer
Annville,Ky
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.
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support.
Proficient in customer service best practices and related options. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level customer service position. Ready to help team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Doctor on Demand
09.2023 - 01.2024
- Answered phones, emails, and live chat from customers
- Professionally responded to customer inquiries
- Identified, escalated priority issues, and reported to high-level management
- Followed up on complicated customer interactions where required
- Recorded details of customer interactions (proficiently and accurately)
- Developed rapport with customers, with an upbeat and positive attitude
- Offered solutions- not excuses
- Educated patients on how to use the application and website
- Assisted clinicians with canceling their shifts.
Customer Service Representative
MAXIMUS FEDERAL SERVICE
10.2022 - 11.2022
- Answered phone and assisted customers and Consumers with changes
- Answered high volumes of inbound calls across the United States
- Answered all questions from customers regarding various types of insurance
- Followed up with clients to make sure they were signed up for the Affordable Health Care Act
- Verified information and entered data into the program
- Managed multiple screens simultaneously
- Troubleshoot computer when necessary
- Dual agent for two lines of business
- Medicare Customer Service Rep and Marketplace Customer Service Rep
- Assisted callers with their healthcare concerns
- Compared and enrolled members in plans
- Researched claims.
Customer Care Representative
TTEC
08.2022 - 09.2022
- Handled Multiple Chat interactions at once
- Answered High Volume of Calls
- Running and Maintain multiple system programs
- Provided solutions for each clients issues
- Conversed in a professional manner
- Processed Data Entry for each interaction
- Identified client's issues with online orders and other issues
- Placed orders and processed returns as well as refunds
- Input data for each Customers account information.
Customer Service Representative
Maximus Federal Service
11.2019 - 11.2020
- Answered high volumes of inbound calls across the United States
- Answered all questions from customers regarding various types of insurance
- Followed up with clients to make sure they were signed up for the Affordable Health Care Act
- Verified information and entered data into the program
- Managed multiple screens simultaneously
- Troubleshoot computer when necessary
- Dual agent for two lines of business
- Medicare Customer service Rep and Marketplace Customer service Rep
- Assisted callers with their healthcare concerns
- Compared and enrolled members in plans
- Researched claims.
Customer Service Representative
Senture
07.2018 - 10.2018
- Placed outbound calls when necessary
- Provide prompt customer support with quality
- Skilled in multitasking, answering calls, navigating several open windows, and data entry
- Managed 80+ calls per day
- Maintained average handle time within performance standards
- Worked multiple applications and programs in order to research, validate and provide necessary customer support
- Worked on the FMCSA/DOT contract
- Answered high volume of inbound calls.
Customer Service Representative
Sykes
09.2017 - 02.2018
- Answered high volumes of inbound calls
- Placed outbound calls when necessary
- Provide prompt customer support with quality
- Multitasking, answering calls, navigating several open windows, and data entry
- Managed 80+ calls per day
- Maintained average handle time within performance standards
- Worked from home in a fast-paced call center environment for Walmart.com
- Placed orders, returns, and refunds for each customer.
Customer Service Representative
Maximus Federal Services
08.2016 - 10.2016
- Answered high volumes of inbound calls across the United States
- Answered all questions from customers regarding various types of insurance
- Followed up with clients to make sure they were signed up for the Affordable Health Care Act and Medicare Insurance
- Verified information and entered data into the programs
- Managed multiple screens simultaneously.
Front End Cashier
Walmart Supercenter #1113
04.2015 - 10.2016
- Operated cash register, Self Checks, Customer Service, and other departments
- Assisted customers with ringing up their items on the self-service systems
- Answered questions about merchandise as well as show customers where the item was located in the store
- Store policies and ongoing promotions
- Scanned coupons, applied discounts
- Processed returns and refunds
- Handled a large amount of money at one time
- Processed background checks for firearms
- Processed money orders.
Customer Service Representative
Maximus Federal
10.2015 - 02.2016
- Answered high volumes of inbound calls across the United States
- Answered all questions from customers regarding various types of insurance
- Followed up with clients to make sure they were signed up for the Affordable Health Care Act and Medicare Insurance
- Verified information and entered data into the programs
- Managed multiple screens simultaneously.
Education
High School Diploma -
Jackson County Highschool
Mckee, KY05.2004
Skills
- Excellent customer service skills
- Over 10 years' experience in call center
- 1 year of Non-voice experience
- Computer literate, able to navigate many open screens, met and exceeded metrics on quantity and quality daily
- Excellent work ethic, follow company guidelines on absenteeism, and confidentiality
- Maintain a calm and pleasant attitude during calls, able to diffuse situations with angry clients
- Great active listening skills
- Empathy and willingness to assist customers with all issues
- Ability to adapt to complex issues and situations
- Knowledge of customer courtesy
- Vast knowledge of cash registers, weight scales
- Knowledge of medical insurance, plans, and comparing
- Great Interpersonal Skills
- 40-50 WPM
- Attentiveness to Customers, giving them my full attention
- Great time management skills
- Authorized to work in the US for any employer
- Data Entry
- Call Management
- Information Security
- Appointment Scheduling
- Complaint Resolution
- Paperwork Processing
- Account Updating
- Active Listening
- Client Relations
- Call Triaging
- Customer Service
- Microsoft Outlook
- De-Escalation Techniques
- Microsoft Word
- Retail Sales Customer Service
- Customer Relations
- Credit Card Payment Processing
- Order Fulfillment
- Call Center Operations
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Far and away the best prize that life offers is the chance to work hard at work worth doing.
Theodore Roosevelt
Timeline
Customer Service Representative
Doctor on Demand
09.2023 - 01.2024
Customer Service Representative
MAXIMUS FEDERAL SERVICE
10.2022 - 11.2022
Customer Care Representative
TTEC
08.2022 - 09.2022
Customer Service Representative
Maximus Federal Service
11.2019 - 11.2020
Customer Service Representative
Senture
07.2018 - 10.2018
Customer Service Representative
Sykes
09.2017 - 02.2018
Customer Service Representative
Maximus Federal Services
08.2016 - 10.2016
Customer Service Representative
Maximus Federal
10.2015 - 02.2016
Front End Cashier
Walmart Supercenter #1113
04.2015 - 10.2016
High School Diploma -
Jackson County Highschool
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