Jocelyn Reliford
Dallas,USA
Summary
Experienced and reliable customer service professional with over 6+ years of proven expertise in high-volume call centers, healthcare support. Skilled in managing complex customer interactions with empathy, accuracy, and professionalism. Demonstrates excellent organizational skills, proficiency in Microsoft Office and CRM systems, and a consistent ability to resolve issues quickly and effectively. Skilled in cross-functional collaboration, database management, and process improvement. Known for strong communication, attention to detail, and a commitment to delivering high-quality service in both inbound and outbound roles.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Valor Global
Remote
04.2024 - 03.2025
- Being a customer service representative in this position I worked in the following programs: survey work inquiries, database entry. Customer service representative, supports the companies process through professional communication, to inform customers.
- Handled login issues, password resets, and verified identities to restore account access across various platforms.
- I speak with customers to begin a new application, renewals, give status of application that is dealing with medical assistance, nutrition, assistance, cash assistance. Throughly notate customers account on different systems.
- Transfer customers to the appropriate department to complete their interview. Transfer customers to the appropriate department if they turned in request information and is within 1, day period as well as the request for information due date has expired.
- Managed inbound and outbound calls, transferring customers to the appropriate department based on interview status, program eligibility, or document expirations.
- Updated program database accurately. Appropriately handled, challenging and unique customer situations in accordance with companies.
- I was responsible for multiple programs and working cross-functionally through programs.
COVID-19 Case Investigator
Valor Global
Remote
10.2023 - 04.2024
- Conducted inbound and outbound calls to individuals who tested positive for COVID-19. Providing guidance on isolation protocols and safety measures.
- Testing sites and providers report positive test results for the AZDHS so we reach out provide resources and help migrate the spread of COVID-19.
- Collecting information from cases two weeks prior before symptoms/ positive test results as counties use this information to identify locations of outbreaks and monitor for outbreaks. To lessen the spread of COVID-19 as well as determinate if certain demographics, or location, or more likely affected by the virus.
- Collected and documented case information, including symptom onset and demographic details, in accordance with HIPAA and organizational protocols.
- Collaborated with public health departments to trace outbreaks, report cases, and reduce community spread based on collected data.
- Accurately entered all patient and contact data into government reporting systems to ensure up-to-date case tracking and response planning.
- Worked in a fast-paced environment requiring high attention to detail, confidentiality, and compassion when dealing with sensitive health situations.
Customer Service Representative
Anthem, Inc.
Remote
08.2021 - 04.2023
- Using Microsoft, having to multitask with speaking to customer and dealing with the physician changing physician, billing and following up with member payments or informing them what they have left to pay, dealing with insurance benefits, insurance provider and insurance plans and walking them through it, transferring them to the right department if they wanted to enroll in a insurance plan on what insurance plan is best for them.
- Provides exceptional service in a high-volume call center environment. Work on dual monitorscreens and navigate multiple systems for each interaction. Strive for great member experience and want to resolve issues on the first call.
- Responds to customer questions via telephone regarding insurance benefits, provider contracts, eligibility and claims. Analyzes problems and provides information/solutions. documents information.
- Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner.
Apple media support customer service representative
Teleperformance
Remote
02.2021 - 08.2021
- Provide support for Apple services via inbound calls, assisting customers with iTunes, Apple ID, billing, subscriptions, app downloads, and account security issues.
- Resolved customer concerns related to account access, payment disputes, refunds, unauthorized charges, and subscription cancellations.
- Identified and resolved technical issues quickly while maintaining brand standards and delivering a positive Apple customer experience.
- Guided customers through troubleshooting steps for various Apple services using system tools and scripts, ensuring timely and accurate resolution.
- Maintained high customer satisfaction scores by actively listening, showing patience, and using effective communication to de-escalate frustrated callers.
- Accurately documented all interactions in Apple’s internal systems while following data privacy guidelines and Apple policy standards.
Customer Service Representative/ Call Center Customer Service
AT&T
Kansas City, MO
04.2018 - 05.2020
- I sought out training opportunities to enhance customer service relationship management abilities and further boost satisfaction scores.
- Evaluated customer interaction to explore issues, develop potential solutions and maintain high-quality service.
- Resolved customer compilations and addressed requests and needs.
- Educated customer service on current promotions, upgrades or new offerings available under current plan.
- Responded to customer comments and questions via Live-chat during & hour shifts.
Education
General Studies
Metropolitan Community College
Kansas City, MOSkills
- Inbound/ outbound calls
- Customer Service
- Windows
- Customer Support
- Microsoft Outlook, Excel, Word
- Computer Skills
- Typing
- Data entry
- Database accuracy
- Phone Etiquette
- Organizational Skills
- Multitasking
Timeline
Customer Service Representative
Valor Global
04.2024 - 03.2025
COVID-19 Case Investigator
Valor Global
10.2023 - 04.2024
Customer Service Representative
Anthem, Inc.
08.2021 - 04.2023
Apple media support customer service representative
Teleperformance
02.2021 - 08.2021
Customer Service Representative/ Call Center Customer Service
AT&T
04.2018 - 05.2020
General Studies
Metropolitan Community College