Hi, I’m
Jocelyn Richardson
Chicago,IL
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
9
years of professional experience
Work History
Evolent Health
Customer Care Associate
01.2022 - Current
Job overview
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Reviewed documentation and accounts to gain full picture.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Verified details with policyholders and requested additional information.
- Assisted claimants, providers and clients with problems or questions regarding claims.
- Retained strong medical terminology understanding in effort to better comprehend procedures.
LYFT DRIVERChicago, IL
Driver
08.2020 - 11.2021
Job overview
- Transported clients to their destinations, safely and on time
- Maintained optimal safety by adapting driving to match current traffic conditions and applying defensive strategies to avoid accidents
- Logged daily mileage and gas
- Inspected vehicle daily after each shift.
WASTE MANAGEMENT
INSIDE SALES REP
03.2016 - 06.2019
Job overview
- Receives and acts upon sales opportunities received from inbound calls and internal lead sources, includes gathering appropriate material and pricing plans
- Identifying customer needs and interests to determine the best sales strategy and identifying potential objections during the call
- Presents WM products and services are able to adjust sales techniques and present compelling arguments to support recommended solutions depending on customer needs
- Consistently meets or exceeds monthly sales activity goals as well as establishes and maintains a high level of customer satisfaction.
- Produced sales documents, finalized deals and filed records.
WASTE MANAGEMENT
CUSTOMER SERVICE REP
02.2015 - 03.2016
Job overview
- Manage large amounts of incoming calls effectively, identify and assess customers' needs to achieve satisfaction, build sustainable relationships of trust through open interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Meet personal/team sales targets and call handling quotas
- Keep records of customer interactions, process customer accounts and file documents follow communications procedures, guidelines and policies.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
Education
LINCOLN COLLEGE
Associate DEGREE from General Biology
05.2012
Skills
- Quick and efficient learner
- Optimistic attitude and atmosphere towards both others and self
- Communication skills, organized and punctual work ethics
- Creative Problem Solving
- Product Sales
- Computer Proficiency
- Negotiation
- Cognitive Ability
- Dispatcher/Customer Service
- Entering data quickly and accurately
- Logic & Critical Thinking
- Sales Skills: Influence & Negotiation
- Office Equipment Proficiency
- Prioritization
- Conflict Resolution
- CRM Software
- Call Center Operations
- Active Listening
- High-Energy Attitude
Timeline
Customer Care Associate
Evolent Health
01.2022 - Current
Driver
LYFT DRIVER
08.2020 - 11.2021
INSIDE SALES REP
WASTE MANAGEMENT
03.2016 - 06.2019
CUSTOMER SERVICE REP
WASTE MANAGEMENT
02.2015 - 03.2016
LINCOLN COLLEGE
Associate DEGREE from General Biology