Jessica McNatt
Russellville,AL
Summary
Proven Customer Service Representative with a track record of enhancing customer loyalty and streamlining operations at ProAct. Excelled in conflict resolution and critical thinking, significantly improving customer satisfaction. Skilled in call center operations and team development, adept at managing high-stress situations with professionalism and empathy. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
ProAct
04.2022 - Current
- Answer inbound calls and assist patients with the refilling of their prescription medication.
- Stay in touch with patient’s pharmacist and doctor (as needed) to set up appointment(s) for refill requests.
- Check patient’s insurance to see what particular medication will or will not be covered, or how much they will have to pay OOP.
- Keep track of medication shipment while updating the patient along the way.
- Manage high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolve customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handle escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Customer Service Representative
Conduent
10.2020 - 04.2022
- Answered inbound calls and assisted clients with their questions involving their FSAs, HSAs, HRAs.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Assistant Store Manager
Goody’s
08.2015 - 09.2020
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Rotated merchandise and displays to feature new products and promotions.
Education
Associates - Business Management
Northwest Shoals Community College
Muscle Shoals, ALHigh School Diploma -
Covenant Christian School
Tuscumbia, AL05.2008
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Customer Relations
- Call center experience
- Conflict Resolution
- Money handling abilities
- Payment Processing
- Call Center Operations
- Scheduling
- Appointment Scheduling
- Team Development
Timeline
Customer Service Representative
ProAct
04.2022 - Current
Customer Service Representative
Conduent
10.2020 - 04.2022
Assistant Store Manager
Goody’s
08.2015 - 09.2020
Associates - Business Management
Northwest Shoals Community College
High School Diploma -
Covenant Christian School
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