Jessica Fields
Arlington,TX
Summary
Successful Customer Service Representative with 10 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to effectively resolve issues. Upbeat and energetic with grace in handling difficult situations through resourcefulness and adaptability.
Overview
9
9
years of professional experience
Work History
Operations Specialist
HONK Technologies Inc.
10.2021 - 06.2023
- Collected, arranged and input information into database system.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Maintained energy and enthusiasm in fast-paced environment.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Closely monitored dispatch board to triage and prioritize over Number daily calls.
- Answered roadside assistance calls for tows and other vehicle support.
- Spoke professionally with customers regarding complaints, gathering all necessary information to make educated decisions and address issues.
- Documented mileage, deliveries, pickups, customer issues and damages.
Coverage Determination And Appeals Representative
Capgemini
11.2020 - 11.2021
- Receive inbound phone calls from prescribers and members.
- Utilize multiple software systems to create prescription cases and determine coverage determination and appeals process.
- Complying with turnaround time, productivity, and quality standards.
- Conveying resolution to beneficiary or provider via direct communication and professional correspondence.
- Acquire and maintain basic knowledge of relevant and changing CD&A guidance.
- Research, troubleshoot and resolve client application discrepancies using computer system.
- Meeting daily tasks through various forms.
- Examined case to initiate clinical review.
- Obtained additional documentation required for case review.
- Completed documentation of final appeals or grievance determination using appropriate templates.
- Managed over 40 calls per day.
Customer Service Representative
Xerox
09.2014 - 12.2016
- Assist customers with balance inquiries, address changes, and transferring funds
- Assist customers with card inquiries, closed out cards, issued new cards to customers
- Also assisted customers with username and password resets, while giving customers directions on how to navigate through Union Bank website
- Offered advice and assistance to customers, paying attention to special needs or wants
- Provided information to customers regarding Union Bank's charge card, loyalty program and helped to open and activate new accounts
- Answered customer telephone calls promptly to avoid on-hold wait times
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Answered constant flow of customer calls with up to 10 calls in queue per minute
Education
Dental Assistant - Dental Assisting
Kaplan College
Fort Worth, TX04.2014
High School Diploma -
P.L. Dunbar High School
Fort Worth, TXSkills
- Customer Service
- Customer Contact
- Data Entry
- Product Sales
- Point of Sale System
- Sales
- Teamwork / Collaboration
- Medical Terminology Knowledge
- Complaint Resolution
- Good Listening Skills
- Professional Telephone Demeanor
- Multi-line Phone Talent
- Roadside Assistance
- Dispatching
Timeline
Operations Specialist
HONK Technologies Inc.
10.2021 - 06.2023
Coverage Determination And Appeals Representative
Capgemini
11.2020 - 11.2021
Customer Service Representative
Xerox
09.2014 - 12.2016
Dental Assistant - Dental Assisting
Kaplan College
High School Diploma -
P.L. Dunbar High School
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