Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

JORDANNA BECKFORD

Rochester,NY
JORDANNA BECKFORD

Summary

Dedicated and dependable remote service professional with over 8 years of experience in various remote service industries. Experienced in delivering outstanding service and ensuring operational efficiency. Committed to leveraging my skills and background to contribute as a valuable asset to your team.

Overview

8
years of professional experience

Work History

Arise Virtual Solutions
Remote

Remote Customer Service Representative
12.2017 - Current

Job overview

  • Delivered exceptional customer service and support to diverse clients, ensuring high satisfaction levels and resolving inquiries promptly and professionally
  • Implemented effective communication strategies to troubleshoot and resolve customer issues, achieving a 95% resolution rate within defined service level agreements
  • Utilized proficiency in navigating various software systems to streamline customer inquiries and enhance operational efficiency
  • Maintained up-to-date knowledge of industry regulations and company policies, ensuring compliance and providing accurate information to customers.

Maximus
Rochester, NY

NY State of Health Call Center Representative
10.2019 - 02.2020

Job overview

  • Assisted 1000's in signing up for or recertifying Medicaid and private insurance policies, by completing enrollment applications accurately and efficiently, including documentation gathering and verification to ensure compliance with enrollment guidelines
  • Provided detailed guidance to health care beneficiaries on plan options, explanation of benefits, eligibility, subsidies, and enrollment procedures, ensuring clear understanding and informed decision-making
  • Improved enrollment accuracy and customer satisfaction through effective communication of plan benefits and eligibility determinations.

Comcast
Remote

Billing Representative
12.2017 - 10.2019

Job overview

  • Resolved billing inquiries and provided comprehensive explanations of service benefits, plan details, and policies to enhancing customer understanding and reducing service interruptions and complaints
  • Maintained accurate records of customer interactions, service requests, and billing adjustments
  • Navigated complex billing systems and policies, ensuring accurate and efficient processing of customer accounts
  • Averaged over 90% customer satisfaction by providing proactive and personalized remote customer service and consistently meeting or exceeding performance metrics for issue resolution resulting in increased customer satisfaction and retention.

Concentrix
Rochester, NY

IOS Technical Chat Support Advisor
04.2017 - 12.2017

Job overview

  • Provided Tier 1 technical chat support for iOS devices, troubleshooting basic software and hardware issues, averaging a 90% customer satisfaction rate by resolving inquiries promptly and accurately
  • Utilized advanced probing skills to identify root causes of technical issues, implementing detailed troubleshooting methods that enhanced issue resolution efficiency
  • Conducted in-depth research on computer systems and databases to resolve technical issues, applying cutting-edge resolution methods that minimized service downtime and improved customer satisfaction
  • Demonstrated comprehensive knowledge of company products and services, delivering tailored solutions that boosted overall customer service goals and received positive feedback from clients.

Appen
Remote

Transcriptionist
01.2016 - 04.2017

Job overview

  • Accurately transcribed short to medium-length voice commands and queries with precision and adherence to specific formatting guidelines to enhance voice search optimization effectiveness
  • Implemented streamlined transcription processes with automation that reduced turnaround time, meeting or exceeding client deadlines consistently
  • Passed rigorous quality checks on content accuracy, grammar, and formatting adherence, ensuring a 99% accuracy rate in transcriptions, contributing to improved client satisfaction and project success.

Education

Monroe Community College

Liberal Arts

Southern Adventist University

History

Benjamin Franklin Bio-Science Academy

H.S. Diploma

Skills

  • Customer Service Excellence
  • Technical Support
  • Data Management
  • Issue Resolution
  • Operational Efficiency
  • Remote Work Discipline
  • Problem-Solving
  • Communication Skills
  • Attention to Detail
  • Documentation and Record-Keeping
  • Team Collaboration
  • Time Management
  • Adaptability
  • Software Proficiency
  • Compliance and Regulatory Knowledge
  • Client Relationship Management
  • Conflict Resolution
  • Training and Development
  • Quality Assurance
  • Analytical Thinking

Timeline

NY State of Health Call Center Representative

Maximus
10.2019 - 02.2020

Remote Customer Service Representative

Arise Virtual Solutions
12.2017 - Current

Billing Representative

Comcast
12.2017 - 10.2019

IOS Technical Chat Support Advisor

Concentrix
04.2017 - 12.2017

Transcriptionist

Appen
01.2016 - 04.2017

Monroe Community College

Liberal Arts

Southern Adventist University

History

Benjamin Franklin Bio-Science Academy

H.S. Diploma
JORDANNA BECKFORD