Jessica Gainey
Colonial Heights,VA
Summary
Dedicated hard-worker, independent goal driven individual looking for a career that I can continue to learn and advance in. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
Maximus Call Center
08.2021 - Current
- Enroll consumers in parts C and D plans
- Handles claim denials by ensuring providers submit all required codes to the Medicare claims department
- Work with consumers on correcting payment errors with premiums
- Provide overall excellent customer service to each caller
- Troubleshoot system errors and fix them accordingly
- Keep beneficiary information secure while following all protocols when discussing information with beneficiaries and their families
- Manage customer accounts
- Resolve customer issues in a timely and professional manner
- Worked in the inbound call center
- Follow the correct call flow scripting
- Provide exceptional customer service while maintaining a positive attitude even in difficult conversations
- Assist customers via live chat
- Utilizing software to keep work organized and up to date
- Responsible for troubleshooting applications within the call center
- Accurately document accounts with proper notes and information that may be needed for future reference involving each account.
Deli Associate
Walmart
07.2020 - 07.2021
- Provide excellent customer service
- prepare orders for customers
- receive and put away inventory
- practice food safety procedures, and
- provide quality products for customers at all times
- Perform cash audits for nightly deposits
- coach and train employees
- Carefully prepared orders by slicing, weighing, and packaging cheeses and meats and accurately calculated prices.
- Prepared salads, soups and sandwiches for customers.
- Prepared high-quality sandwiches, salads, and other deli products for customers, resulting in repeat business.
- Handled customer complaints professionally and efficiently, resolving issues to the satisfaction of both the customer and management.
- update plan-O-grams weekly
- and complete assigned tasks within department
Cleaning Technician
White Dove Cleaning Service
12.2016 - 07.2020
- Cleaned and maintained lobbies, offices and other common areas in commercial buildings.
- Used organic-based chemicals to disinfect floors, counters and furniture.
- Adhered to safety guidelines when using hazardous materials, ensuring a secure work environment for all staff members.
- Cleaned walls and ceilings with special reach tools following regular schedule.
- Organized and used industrial cleaning products following strict safety procedures.
- Enhanced floor appearance with regular stripping, waxing, and buffing services for various surface types.
- Handled equipment, chemicals, and materials properly and with caution.
- Emptied trashcans and transported waste to collection areas.
- Cleaned and polished glass doors, mirrors and other surfaces to maintain professional appearance.
Assistant Manager
Sheetz
05.2007 - 12.2016
- Established team priorities, maintained schedules, and monitored performance.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Scheduled staff shifts to ensure proper coverage during peak shopping hours without exceeding labor budgets.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Developed a loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Maintained a professional demeanor by staying calm when addressing unhappy or angry customers.
- Ensured compliance with all safety regulations by conducting regular inspections of equipment/operations within the store.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Mentored team members to enhance professional development and accountability in the workplace.
- Boosted employee morale by recognizing outstanding performance and celebrating team accomplishments.
Education
High School Diploma -
Matoaca High School
Chesterfield, VA06.2006
Skills
- Customer Data Confidentiality
- Clerical Support
- Complaint resolution
- Report Preparation
- Calm and Professional Under Pressure
- Store maintenance
- Call center experience
- Teamwork and Collaboration
- Active Listening
- Building rapport
- Call Center Operations
- Microsoft Office
- Conflict Resolution
- Customer satisfaction measurement
- Complaint Handling
- Problem-solving abilities
- Customer Relations
- Account Management
- Employee Coaching
- Billing Adjustments and Refunds
- Following scripts
- Account updating
- Sales and Upselling
- Issue and Complaint Resolution
- Critical Thinking
- Computer Skills
- Filing
- Data Entry
- MS Office
Timeline
Customer Service Representative
Maximus Call Center
08.2021 - Current
Deli Associate
Walmart
07.2020 - 07.2021
Cleaning Technician
White Dove Cleaning Service
12.2016 - 07.2020
Assistant Manager
Sheetz
05.2007 - 12.2016
High School Diploma -
Matoaca High School