Jessica "Hope" Combs
BOWLINGGREEN,KY
Summary
Customer-focused Customer Service Agent known for high productivity and efficient task completion. Possess specialized skills in problem-solving, communication, and conflict resolution. Excel in active listening, empathy, and adaptability, ensuring positive interactions and customer satisfaction. Committed to leveraging these abilities to contribute positively to team goals and enhance customer experiences.
Overview
2
2
years of professional experience
4
4
years of post-secondary education
Work History
Remote Customer Service Agent
Axion Contact Centers Inc.
Blue Bell, Pennsylvania
06.2024 - Current
- Provided prompt assistance to customers via phone and online channels.
- Resolved customer inquiries and issues with effective problem-solving skills.
- Documented customer interactions accurately in the company's CRM system.
- 1st project- Made outbound calls to UHC members for the first couple of weeks and then I was moved into inbound calling so when members returned our calls, we got them set up and transferred over to a specialist to have their Health Risk Assessments completed with their permission.
- 2nd project- As a Healthcare Coach, I made outbound calls for Wellcare and made sure that our members were up to date on all their information and to go over there benefits on their policy, and to answer any and all questions that they may have.
- 3rd Project - As a Healthcare Customer Service Agent, I went back to making outbound calls for UHC, and getting members set up and transferred over to a specialist to have their HRA's completed.
- 4th and current Project- As a Remote Healthcare Customer Service Agent, I take inbound calls from agents and members that are transferred over to me and I complete their Health Risk Assessments and if there are any other gaps to be handled, I make sure the member(s) are transferred over to the correct dept. This is my current ongoing contract at this time.
- Use Five Nine dialer software system during all projects worked with Axion Contacts Inc.
- Use Cetrix Software database to conduct Health Risk Assessments and to deposition all calls and to input any and all information or notes on the members account.
- Microsoft Outlook and Google are used for communication reasons for agents, leads, and higher management.
- Great tying skills, communication skills, major customer service, script navigation, and problem solving skills.
- Every project that I have worked, within this company, has been script based and skilled script navigation skills are great.
- At the beginning and end of shift, your daily emails have to be put in at clock in and clock out by a format requested by the company.
- All members have to verify personal information on every call due to Hippa. Hippaa Disclosures also have to be read with the script on every call
Education
Bachelor of Science - Addictions Psychology
Purdue Global University
Bowling Green, KY 08.2017 - 12.2021
Skills
- Customer service
- Health risk assessment
- CRM documentation
- Script navigation
- Five Nine Software
- Cetrix Software
- Email communication and documentation
- Great typing skills
- Problem Solving skills
- Communication skills
- Microsoft Outlook
- Sticky Notes
Languages
English
Full Professional
Timeline
Remote Customer Service Agent
Axion Contact Centers Inc.
06.2024 - Current
Bachelor of Science - Addictions Psychology
Purdue Global University
08.2017 - 12.2021