Jocelyn Nelson
Reno,NV
Summary
Senior Care Team Representative at Sedgwick CMS with a proven track record in customer service and data analysis. Adept at resolving issues efficiently and enhancing team collaboration. Recognized for exceptional communication skills and effective conflict resolution, consistently delivering outstanding support in high-pressure environments. Passionate about improving customer experiences and driving team performance.
Overview
3
3
years of professional experience
Work History
SR Care Team Representative
Sedgwick CMS
Reno , NV
07.2023 - Current
- Provide excellent customer service to external customers and internal support to an assigned team.
- Act as a liaison between customers and team members; direct calls to appropriate escalation path as needed.
- Provide detailed notes on phone calls, and track and code documentation according to standard processes.
- Educate and inform customers about processes, timelines and status of inquiries via multiple communication channels.
- Resolve issues with one call/ one-person responses.
- Track trends
- Assist with developing corrective/preventative actions.
Crew Member
Chipotle
Reno , NV
02.2022 - 07.2023
- Maintained high standards of customer service during high-volume, fast-paced operations.
- Worked with other team members to improve performance time.
- Resolved customer complaints in a professional manner.
Education
Bachelor of Science - Early Childhood Education/ Psychology Minor
University of Nevada, Reno
RenoSkills
- Customer service
- Data analysis
- Team Collaboration
- Communication skills
- Time management
- Conflict resolution
- Call escalation
- Active listening
- De-escalation techniques
Accomplishments
- Highest Survey Scores on the team
References
References available upon request.
Timeline
SR Care Team Representative
Sedgwick CMS
07.2023 - Current
Crew Member
Chipotle
02.2022 - 07.2023
Bachelor of Science - Early Childhood Education/ Psychology Minor
University of Nevada, Reno
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