Summary
Overview
Work History
Education
Skills
Timeline
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Jonni Hannah

Clarkston,Ga

Summary

Detail-oriented professional with over 11 years of experience possessing proven knowledge of conflict resolution, contract compliance, and effective customer communications. Goal is to leverage skills and expertise to make a significant impact in the Customer Service role at your esteemed company. Strong focus on attention to detail and commitment to delivering exceptional service, confident in ability to contribute to the success of your organization.

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

13
13
years of professional experience

Work History

HRSC CONTACT CENTER ASSOCIATE / ONLINE CONTACT ASSOCIATE (OCC)

The Home Depot
11.2022 - Current
  • Provides quality customer service to Home Depot associates and managers through inbound or outbound calls, faxes, or emails
  • Calls are related to pay and HR issues and ensuring the caller's needs are met in a timely manner
  • Supports organization changes through high volume transactional support as needed
  • Handles incoming calls, identifies, and documents issues, processes the necessary transaction, or escalates the issue to Tier II for further research and resolution
  • Processes transaction requests received via call, mail, fax or email

INBOUND CONTACT REPRESENTATIVE II

Humana
01.2020 - 11.2022
  • Records details of inquiries, comments or complaints, transactions or interactions and acts in accordance with it
  • Escalates unresolved and pending customer grievances
  • Records details of inquiries, comments or complaints, transactions or interactions and acts in accordance with it
  • Complex benefit and claims questions
  • Escalates unresolved and pending provider issues
  • Decisions typically focus on interpretation of area/department policy and methods for completing assignments
  • Works within defined parameters to identify work expectations and quality standards, but has some latitude over prioritization/timing, and works under minimal direction
  • Follows standard policies/practices that allow for some opportunity for interpretation/deviation and/or independent discretion
  • Previous team captain team
  • Experience with CRM, CBIS, Metavance, and QicLink
  • Duties include communicating company goals, ensuring we meet our engagement goals, motivating the team and assisting with performance

TECHNICAL SUPPORT TIER II

Concentrix - Apple
07.2018 - 12.2019
  • Researched, troubleshot, and resolved complex problems independently
  • Used scripting skills to contribute to internal tools
  • Engaged users and answered questions on websites and in forums
  • Remained up to date on the latest technologies and solutions applicable to company products
  • Reviewed technical documentation and procedures
  • Conducted research to address customer concerns
  • Always demonstrate professionalism and courtesy with customers
  • Installed software, modified, and repaired hardware and resolved technical issues
  • Maintained high departmental standards for quality and productivity metrics
  • Answered telephone calls promptly and minimized delays that could lead to abandoned calls
  • Managed customers' expectations and experience to a high degree of customer satisfaction
  • Described solutions to customers accurately and persuasively
  • Identified and solved technical issues with a variety of diagnostic tools
  • Provided base level IT support to non-technical personnel within the business
  • Provided on-call support for critical issues
  • Maintained and updated customer service database
  • Created cases and claims for damaged, lost, or displaced packages

CUSTOMER CARE COORDINATOR/ACCOUNTS PAYABLE COORDINATOR

Arrow Exterminators
05.2016 - 03.2018
  • Outbound route scheduling
  • Answer multi-line telephone
  • Schedule all incoming service requests
  • Respond to and disperse answering service messages
  • Manage customer correspondence via mail and email
  • Point of contact for general customer service
  • Specializes in customer resolution
  • Responds to web questions and calls and billing questions
  • Maintain and update customer account information and billing
  • Responsible for daily tickets and appointment management
  • Prepare billing invoices for services rendered or for delivery or shipment of goods

GSA MANAGER AND CASHIER

Target
10.2015 - 04.2016
  • Greeted customers entering the store to ascertain what each customer wanted or needed
  • Describe product to customers and accurately explained details and care of merchandise
  • Politely assisted customers in person and via telephone
  • Communicated with vendors regarding back-order availability, future inventory, and special orders
  • Provided an elevated customer experience to generate a loyal clientele
  • Recommended, selected, and helped locate and obtain out-of-stock products, based on customer requests
  • Answered product questions with up-to-date knowledge of sales and store promotions
  • Effectively communicated with supported sales, marketing, and administrative teams daily
  • Assisted customers with food selection, inquiries, and order customization requests
  • Bagged, boxed, or gift-wrapped sold merchandise per customer's requests
  • Developed reputation as an efficient service provider with high levels of accuracy
  • Investigated and resolved customer inquiries and complaints in a timely and empathetic manner

CASHIER

Chick-fil-a
12.2011 - 07.2015
  • Recorded customer orders and repeated them back in a clear, understandable manner
  • Up-sold additional menu items, beverages, and desserts to increase restaurant profits
  • Took necessary steps to meet customer needs and effectively resolve food or service issues
  • Promptly reported complaints to a member of the management team
  • Correctly received orders, processed payments, and responded appropriately to guest concerns

Education

Undergraduate Certificate - Medical Billing and Coding

HIC DEVRY UNIVERSITY
Atlanta, Ga
08.2023

Associate degree - Business Administration and Management

GEORGIA PERIMETER COLLEGE
Clarkston, GA
05.2015

High School Diploma -

Chamblee Charter High School
Chamblee, GA
05.2009

Skills

  • Interpersonal and communication
  • Research
  • Database management
  • Property claims
  • Report writing
  • Self-directed
  • Team player
  • Critical thinker
  • Credit card processing and billing
  • POS systems expert
  • Creative problem solver
  • Exceptional communication
  • Quick learner
  • Administrative
  • Hardware
  • Sales
  • Scheduling
  • Credit
  • Scripting
  • Customer satisfaction
  • Customer service
  • Technical documentation
  • Telephone
  • Website
  • Direction
  • Email
  • Focus
  • Interpretation
  • Inventory
  • Marketing
  • Medical Billing
  • Mail
  • Works
  • Multi-line telephone
  • Personnel
  • Policies
  • POS
  • Coding
  • Quality
  • Record Billing
  • Billing invoices
  • Bill Checker
  • Account Analyst
  • Statement Processor
  • Documentation Billing Clerk
  • ServiceDesk
  • Window Server
  • Linux
  • Proficient in MS SQL Server
  • Proficient in Oracle
  • Shipping and receiving
  • Team collaboration
  • Organizational skills
  • Customer service excellence
  • Understanding customer needs
  • Computer skills
  • Excellent communication
  • Reliability
  • Calm and professional under pressure
  • Multitasking Abilities
  • Multitasking
  • Problem-solving abilities
  • Attention to detail
  • Time management
  • Problem-solving
  • Teamwork and collaboration
  • Teamwork
  • Call control skills
  • Providing customer support
  • Typing number wpm
  • Professional phone voice
  • Caller accomodations
  • CallSelect
  • Call controlling
  • Analytical
  • Call logging
  • Customer account updates
  • Call documentation skills
  • New teller training
  • Software CRM system expert
  • Quality assurance optimization
  • Proficiency in type software
  • Credit adjustments
  • Product or service expertise
  • E-commerce
  • Number WPM
  • Record preparation
  • Quality assurance controls
  • Brand representation
  • Delivery tracking
  • System documentation
  • Prospecting skills
  • Database research
  • Account updating
  • Report preparation
  • Product upselling
  • Proficient in software
  • Language fluency
  • Account management
  • Sales closing
  • Technical support
  • Data gathering
  • Sales expertise
  • Call center operations
  • Performance improvement
  • Building rapport
  • Inbound phone call management
  • FLUENT IN LANGUAGE
  • Logging call information
  • Performance monitoring
  • Calm disposition
  • Quality assurance
  • Call control
  • Payment processing
  • Complaint resolution
  • Training experience
  • Documentation and reporting
  • Quality control
  • Appointment scheduling
  • Customer relationship management
  • Interpersonal skills
  • Technical troubleshooting
  • Customer service optimization
  • Product knowledge
  • Data entry
  • Gathering information
  • Communicating with clients
  • Customer support
  • Answering questions
  • Cash handling
  • Inbound phone calls
  • Verbal and written communication
  • Customer communications
  • Resolving issues
  • Call center customer service
  • Problem-solving skills
  • Script adherence
  • Chat support
  • Call handling
  • CRM software
  • Escalation management
  • Dispute resolution
  • Cultural awareness
  • Language skills
  • Email etiquette
  • Follow-up skills
  • Typing speed
  • Complaint handling
  • Goal oriented

Timeline

HRSC CONTACT CENTER ASSOCIATE / ONLINE CONTACT ASSOCIATE (OCC)

The Home Depot
11.2022 - Current

INBOUND CONTACT REPRESENTATIVE II

Humana
01.2020 - 11.2022

TECHNICAL SUPPORT TIER II

Concentrix - Apple
07.2018 - 12.2019

CUSTOMER CARE COORDINATOR/ACCOUNTS PAYABLE COORDINATOR

Arrow Exterminators
05.2016 - 03.2018

GSA MANAGER AND CASHIER

Target
10.2015 - 04.2016

CASHIER

Chick-fil-a
12.2011 - 07.2015

Associate degree - Business Administration and Management

GEORGIA PERIMETER COLLEGE

Undergraduate Certificate - Medical Billing and Coding

HIC DEVRY UNIVERSITY

High School Diploma -

Chamblee Charter High School

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Jonni Hannah