Jessica Shields Minter
Birmingham,AL
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.
Overview
15
15
years of professional experience
Work History
Platinum Customer Service
American Express
07.2022 - Current
- Handled calls promptly and with courteous professionalism.
- Completed call documentation while speaking with customers.
- Processed orders, service requests and applied information to customers.
- Maintained working knowledge of products, accounts, representatives, tools and systems.
- 'Managed approximately 50-70 incoming calls per day from customers.
- ATS for schedule lunches and breaks.
Member Service Representative
Florida Blue
03.2022 - 07.2022
- Resolved customer inquiries regarding healthcare services and policies efficiently.
- Managed billing processes, addressing discrepancies to enhance patient satisfaction.
- ATS
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Excellent communication skills, both verbal and written.
SENIOR CUSTOMER SERVICE CONSULTANT
WAYFAIR COMPANY- CALL CENTER
06.2020 - 09.2021
- Troubleshot customer service issues with methodical approach, eliminating impossible quickly and focused on implementing relevant, actionable solutions.
- Exceeded performance targets consistently by maintaining strong call control and calm in stressful situations.
- Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
- Multitasked effectively to simultaneously handle website chat and telephone customers' needs.
- Answered customer telephone calls promptly to avoid on-hold wait times.
FINANCIAL RELATIONSHIP SPECIALIST
REGION’S BANK
11.2018 - 05.2020
- Worked with clients to support understanding of rationale and details of financial strategies.
- Educated clients on various financial matters and provided professional recommendations on investment opportunities, products and services based on each clients' individual needs.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Helped individuals and families build and execute wealth management strategies based on unique goals and objectives.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Customer Service Associate Cashier
Lowe's
02.2011 - 11.2018
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Greeted customers and responded to requests for information.
- Worked flexible schedule and extra shifts to meet business needs.
- Processed credit card,debit card and gift certificate payments with electronic computer system.
- Helped customers complete purchases, locate items and join reward programs.
- Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
Education
Associate of Science - Early Childhood Education
T.A. Lawson State Community College
Birmingham, AL05.2018
High School Diploma -
Hueytown High School
Hueytown, AL05.2010
Skills
- HIPAA compliance
- Insurance verification
- Patient confidentiality
- Data entry proficiency
- Policy adherence
- Empathy and patience
- Multitasking and organization
- Problem resolution
- Active listening
- Critical thinking
- Customer service
- Time management
- Conflict resolution
Timeline
Platinum Customer Service
American Express
07.2022 - Current
Member Service Representative
Florida Blue
03.2022 - 07.2022
SENIOR CUSTOMER SERVICE CONSULTANT
WAYFAIR COMPANY- CALL CENTER
06.2020 - 09.2021
FINANCIAL RELATIONSHIP SPECIALIST
REGION’S BANK
11.2018 - 05.2020
Customer Service Associate Cashier
Lowe's
02.2011 - 11.2018
High School Diploma -
Hueytown High School
Associate of Science - Early Childhood Education
T.A. Lawson State Community College
Similar Profiles
Siddharth BishtSiddharth Bisht
Manager - Data Science at American ExpressManager - Data Science at American Express
Nitin ThapaNitin Thapa
Underwriting Credit Specialist at American ExpressUnderwriting Credit Specialist at American Express
Melissa "Misty" WhisnerMelissa "Misty" Whisner
Travel in Centurion at American ExpressTravel in Centurion at American Express
Christopher Hatcher, AICPChristopher Hatcher, AICP
Chief Community Planner at City of BirminghamChief Community Planner at City of Birmingham
Erika GordonErika Gordon
Customer Support Specialist at FoundeverCustomer Support Specialist at Foundever