Jessica Hamilton
Hattiesburg,Mississippi
Summary
Dynamic customer service professional with extensive experience at Maximus Federal Services, excelling in HIPAA compliance and conflict resolution. Proven track record of enhancing patient satisfaction and increasing first-call resolution rates through active listening and critical thinking. Adept at fostering strong client relationships while maintaining professionalism under pressure.
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Maximus Federal Services
12.2023 - 01.2025
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
Customer Care Representative
ContinuumGlobal
04.2022 - 03.2023
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Coordinated technical support to troubleshoot and rectify customer issues promptly.
- Processed customer orders accurately, ensuring timely fulfillment and delivery.
- Documented customer interactions and feedback for continuous improvement analysis.
- Conducted service quality monitoring to maintain high standards of customer care.
- Participated in team meetings to share insights and strategies for customer engagement improvements.
Customer Service Lead
General Dynamics
08.2017 - 04.2021
- Led initiatives to improve customer service processes, enhancing overall team efficiency and effectiveness.
- Developed training materials for new hires, promoting consistent service standards across the team.
- Monitored team performance metrics, identifying trends and areas for improvement in service delivery.
- Facilitated cross-department collaboration to streamline issue resolution and enhance customer experience.
- Evaluated customer interactions for quality assurance, providing constructive feedback to team members.
- Resolved conflicts among team members, fostering a positive work environment and enhancing collaboration.
- Reviewed customer service policies regularly, recommending updates to align with evolving customer needs.
Education
Associate of Applied Business - Business Administration
East Central Community College
Decatur, Mississippi, MSHigh School Diploma -
Bay Springs High School
Bay Springs, MS05-2010
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Follow-up skills
- Scheduling
- Call management
- Product knowledge
- HIPAA compliance
- Insurance verification
- Patient confidentiality
- Medical terminology
Timeline
Customer Service Representative
Maximus Federal Services
12.2023 - 01.2025
Customer Care Representative
ContinuumGlobal
04.2022 - 03.2023
Customer Service Lead
General Dynamics
08.2017 - 04.2021
Associate of Applied Business - Business Administration
East Central Community College
High School Diploma -
Bay Springs High School