Jotice Hart
Little Rock,AR
Summary
Dependable and devoted customer service representative with professional 10+ years of experience assisting customers in tech support and customer care solving complex issues. With three years in financial services and over six years in billing support services. I have one year of banking experience and two years of experience working with UnitedHealthcare in claims and billing support. Familiar with CRM, Slack, Microsoft Office suites, and several other customer service software solutions. Handled up to 100 calls daily with a retention rate of over 75%. Top-notch Skills in oral and written communication, active listening, analytical problem-solving, data entry, and financial services. I'm looking for an opportunity that will let me build a solid professional foundation. I am hard-working, dependable, and a fast learner.
Overview
10
10
years of professional experience
Work History
CRST Advocate/tech Support
Verizon Wireless
04.2017 - Current
- Temporary Support coach Supervisor (Feb.2020-March-2021)
- Approachable and helpful
- Took Daily escalated phone calls & emails in a professional & timely manner.
- Actively listen and assist customers in high call volume environment about 12 calls hourly
- Build rapport by earning customer loyalty and trust
- Data Entry
- Resolve technical issue
- Created positive customer experience
- Escalated issues to proper supervisors when standard processes were not effective.
- Trained and supervised team to companies standards
- Provided coaching and education to agents on how to improve their performance
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Handled Daily Performance metrics
- Created Fun but Goal driven work environment
Support Coach Supervisor
Verizon
02.2020 - 03.2021
- Provided coaching and mentoring to employees team and personal performance and metrics
- Manged productivity and adherence by using real time dashboard monitoring
- Trained 10-20 new personnel hired to fulfill various customer support and tech roles.
- Established and maintained quality control standards.
- Analyzed and evaluated training effectiveness and program outcomes.
- Accomplished multiple tasks within established time frames.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Worked well in a team setting, providing support and guidance
- Skilled at working independently and collaboratively in a team environment
Customer Service Representative
UnitedHealthcare/Teletech
09.2016 - 04.2017
- Manage inbound and outbound calls in timely manner
- Follow communication scripts when handling multiple topics
- Assisted customers with billing plan changes and equipment inquiries
- Identified customer needs, clarify information, and researched issues
- Met personal and team qualitative and quantitative metrics
- Educated clients about health insurance coverage options, benefits and costs.
- Determined proper codes for medical records and patient services.
- Maintained knowledge of benefits claim processing, claims principles, medical terminology, and procedures and HIPAA regulations.
- Checked insurance eligibility by making appropriate phone calls and researching services rendered.
- Generated quotes and proposals for clients to match individual needs.
- Customized existing insurance programs to suit individual client needs by analyzing specific requirements.
- Managed large volume of medical claims on daily basis.
- Followed up on denied claims to verify timely patient payment and resolution.
- Processed insurance payments and maintained accurate documentation of payments.
Bank Teller
Bank Of The Ozarks
10.2015 - 08.2016
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Handled loan payments and cashed checks
- Disbursed cash/cash handling
- Investigated fees on accounts
- Balanced currency, cash, and checks in cash drawer at end of each shift
- Help customers on emerging technology and digital solutions such as mobile, online, and use of ATM
- Take Ownership and resolves customer issues
- Provides a consistent customer support, which may consist of greeting customers and processing transactions
Teller/Customer Service Representative
Millennium Bank
06.2015 - 09.2015
- Processed safety deposit box and loan payments
- Opened new customer accounts
- Oversaw processing of night deposit bags
- Handled customer complaints with professionalism and courtesy
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Reconciled cash drawer and resolved discrepancies.
- Analyzed customers' financial information to deliver personalized account guidance.
- Adapted products and services to suit customers' changing financial circumstances.
- Maintained customer records and updated account information.
Lead Retail Sales Associate
Forever 21
08.2013 - 01.2015
- Greeted customers entering the store
- Lead Team to accuracy and efficiency in all GM processes
- Answered an average of 10 calls per day to assist with customer inquiries
- Provided an elevated customer experience to generate loyal clientele
- Recommended, selected and helped locate and obtain out-of-stock products based on customer request
- Restocked inventory
- Supervised other employees
- Trained team members in successful strategies to meet operational and sales targets.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Evaluated employee performance and coached and trained to improve weak areas.
- Maintained compliance with company policies, objectives, and communication goals.
Education
High School Diploma -
Hall High School
Little Rock, AR05.2011
Skills
- Microsoft Suite (Microsoft Word, Excel, Outlook and PowerPoint) (10 years)
- Quality Assurance (6 years)
- Leadership/Management 5 years)
- Ability to Multitask but identify priorities
- Problem Solver and Ability to show ingenuity
- Money Management & Money Handling (5 years)
- Data Entry
- Independence of thought but essential virtue with teams
- Excellent written and verbal communication
- Coaching skills and can be coached
- Customer Service
- Approachable
Timeline
Support Coach Supervisor
Verizon
02.2020 - 03.2021
CRST Advocate/tech Support
Verizon Wireless
04.2017 - Current
Customer Service Representative
UnitedHealthcare/Teletech
09.2016 - 04.2017
Bank Teller
Bank Of The Ozarks
10.2015 - 08.2016
Teller/Customer Service Representative
Millennium Bank
06.2015 - 09.2015
Lead Retail Sales Associate
Forever 21
08.2013 - 01.2015
High School Diploma -
Hall High School