Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jonnequa Carter

Columbus,GA

Summary

Dedicated legal support worker brings research, recordkeeping and file management abilities. Accurate, detail-oriented and thorough in handling critical documentation. Keeps schedules organized and facilitates timely communication between parties. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.

Overview

9
9
years of professional experience

Work History

Product Support Representative

Thomson Reuters Corporation
Columbus, GA
05.2024 - Current
  • Provide expert-level support for Accounting CS software to accounting professionals and firm staff.
  • Troubleshoot and resolve customer inquiries related to software functionality, data entry, and system errors.
  • Guide users through complex accounting workflows and ensure accurate use of the software for payroll, financial statements, and client data management.
  • Collaborate with internal teams to escalate and resolve software issues or bugs.
  • Maintain up-to-date knowledge of product enhancements, tax law changes, and accounting principles relevant to the software.
  • Deliver exceptional customer service via phone, email, and chat, ensuring a high level of client satisfaction.
  • Document support cases accurately in the internal CRM system and provide feedback for knowledge base improvements..

Premier Advocate

United Healthcare
Atlanta, GA
02.2022 - 03.2024
  • Fielded inbound calls from customers inquiring about alternative insurance options to generate sales opportunities.
  • Attended company-sponsored gatherings to speak to community groups on healthcare coverage and long term goals.
  • Calculated premiums and established payment methods.
  • Developed coordinated protection plan by calculating and quoting rates for immediate coverage action for uninsured clients.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Developed strong and trusting rapport with patients to facilitate smooth, quality care.
  • Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.

Customer Service Representative

Orthodontic Care of Georgia
Atlanta, Ga
03.2020 - 01.2022
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Gathered and reviewed patient records, data and health history to share with dentists for quick and accurate patient assessments, diagnoses and treatment.
  • Documented dental care services by charting in patient records.
  • Updated patient records with new data and treatment information.

Customer Service Representative

Kaiser Permanente
Duluth, Ga
04.2019 - 02.2020
  • Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
  • Documented and managed patient information in computer system.
  • Scanned completed forms, identification and insurance cards, maintaining patient documents folder.
  • Scheduled and confirmed patient appointments with patients and healthcare professionals.
  • Answered patient questions and fielded complaints to resolve issues.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Exceeded established service goals while leveraging customer service, sales and employee management best practices.

Sales Representative

Verizon
Atlanta, Ga
09.2018 - 03.2019
  • Developed key customer relationships to increase sales.
  • Answered product questions with up-to-date knowledge of sales and promotions.
  • Developed customized sales techniques to successfully sell and upsell services to new and existing clients.
  • Fostered relationships with customers to expand customer base and retain business.
  • Created successful strategies to develop and expand customer sales.
  • Improved overall customer purchasing experiences to promote steady revenue.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Negotiated prices and set up contracts to finalize sales agreements.

Lead Sales Representative

Allconnect
Atlanta, Ga
01.2018 - 09.2018
  • Delivered quality customer service while cultivating client satisfaction and loyalty.
  • Provided leadership and direction to motivate department associates.
  • Led sales team to consistently deliver customer service, generating maximum sales potential.
  • Promoted positive culture of teamwork and inclusion, increasing employee morale.
  • Assisted staff with selling process to meet and exceed individual and company sales goals.
  • Cross-trained on different positions to best support team during peak periods.
  • Processed payments and returned receipts, cash, coin and cards to customers.

Insurance Verification Representative

Bay Area Credit
Duluth, Ga
05.2017 - 01.2018
  • Updated patient and insurance data and input changes into company computer system.
  • Verified that patients had proper insurance coverage prior to procedures or appointment scheduling.
  • Communicated with insurance carrier, patient and third party or employer to verify patient insurance benefits.
  • Accessed third-party insurance databases to identify coverage of benefits.
  • Navigated through multiple online systems to obtain documentation.
  • Examined claims, records and procedures to grant approval of coverage.
  • Checked documentation for appropriate coding, catching errors and making revisions.
  • Determined estimated self-pay portion by calculating charges, co-insurance and deductibles.
  • Contacted patients to arrange payment arrangements for deductible and out-of-pocket liability.
  • Entered data in EMR database to record payer, authorization requirements and coverage limitations.

Customer Service Team Lead

Nexxlinx
Duluth, Ga
09.2016 - 04.2017
  • Handled cash and credit card payments and returned receipts, change and payment cards to customers.
  • Utilized active listening skills and asked open-ended questions to ascertain customer call needs.
  • Trained new team members on proper service methods and evaluated service delivery using quality assurance program.
  • Implemented company processes to effectively resolve customer service issues.
  • Volunteered to handle complaints and issues for manager during busy time periods.
  • Escalated issues to correct individuals when typical procedures did not achieve resolution.
  • Held monthly meetings with associates to provide constructive feedback on performance.
  • Assisted with recruiting and hiring perspective candidates.
  • Met KPIs consistently by motivating exceptional team performance and enabling consistent sales with hands-on leadership.
  • Maintained sales floor with well-coordinated restocks and good inventory management skills.
  • Trained and developed new team members to improve product knowledge and selling abilities.

Education

Associate of Arts - Criminal Justice

University of Phoenix
Arizona City, AZ
02.2023

High School Diploma -

Berkmar Highschool
05.2014

Skills

  • Client Representation and Advisement
  • Contract Review and Negotiation
  • Database Maintenance
  • Administrative Support
  • Legal Research
  • Team Collaboration
  • Conflict Resolution
  • Legal Strategy Development
  • Staff Supervision
  • Staffing and Recruitment

Timeline

Product Support Representative

Thomson Reuters Corporation
05.2024 - Current

Premier Advocate

United Healthcare
02.2022 - 03.2024

Customer Service Representative

Orthodontic Care of Georgia
03.2020 - 01.2022

Customer Service Representative

Kaiser Permanente
04.2019 - 02.2020

Sales Representative

Verizon
09.2018 - 03.2019

Lead Sales Representative

Allconnect
01.2018 - 09.2018

Insurance Verification Representative

Bay Area Credit
05.2017 - 01.2018

Customer Service Team Lead

Nexxlinx
09.2016 - 04.2017

Associate of Arts - Criminal Justice

University of Phoenix

High School Diploma -

Berkmar Highschool

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Jonnequa Carter