Hi, I’m
JORDANNA BECKFORD
Rochester,NY
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 SolutionsRemote
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.
MaximusRochester, 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.
ComcastRemote
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.
ConcentrixRochester, 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.
AppenRemote
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