Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

KEMBERLY JONES

Frisco

Summary

Accomplished customer service representative with 20+ years of experience delivering exceptional service and support. Proven ability to work effectively in remote environments, demonstrating strong communication, time management, and problem-solving skills. Recognized for outstanding commitment to service excellence with multiple awards, including the Applause Award and Service Commitment Award.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Broker Services Support Representative

Ttec (TeleTech) - HealthCare Solutions
12.2024 - Current


  • Developed strong relationships with clients, earning their trust and loyalty through consistent communication and portfolio updates.
  • Provided exceptional customer service, addressing any concerns or questions from members promptly and professionally.
  • Adapted quickly to changing market conditions, adjusting member strategies accordingly while maintaining open lines of communication throughout periods of uncertainty.
  • Service members over the phone, or via email in the member service unit. Work directly with members to establish rapport/connection and build confidence in Blue Shield of California. Also assist with claim processes, enrollment, and billing processes for all lines of business.

Customer Service Representative

Tata Consultancy Services
04.2018 - 12.2024
  • Provided primary support to internal and external customers, handling an average of 50+ calls daily.
  • Addressed customer needs and resolved concerns with forward-thinking strategies, improving customer satisfaction scores by 15%.
  • Managed a high volume of customer calls with minimal wait times, reducing average wait time by 20%.
  • Updated and maintained customer records using service software, ensuring data accuracy and compliance.
  • Conducted QA evaluations, ensuring quality standards and continuous improvement, leading to a 10% increase in service quality.

Customer Service Representative

Transamerica Life Insurance Company
06.2004 - 04.2018
  • Provided primary support to internal and external customers, handling approximately 50+ inquiries daily.
  • Gained extensive knowledge in data entry, analysis, and reporting, processing over 1,000 records monthly with 99% accuracy.
  • Acted as a team leader in group projects, delegating tasks and providing feedback, resulting in a 15% increase in team productivity.
  • Strengthened communication skills through regular interactions with others, leading to a 20% improvement in team collaboration.
  • Organized and detail-oriented with a strong work ethic, consistently meeting project deadlines and maintaining a 100% on-time delivery rate.

Education

High School Diploma -

A. Maceo Smith H. S.
Dallas, TX
05.1993

Skills

  • Communication
  • Time Management
  • Self-Motivation
  • Adaptability
  • Problem-Solving
  • Focus
  • Collaboration
  • Technical Proficiency
  • Digital Literacy
  • Customer Service
  • Telecommuting

Accomplishments

  • Applause Award (Received multiple times in 2023 for exceptional customer service)
  • Service G Commitment Award (April 2023 for outstanding commitment to service excellence)
  • Most Agent Satisfaction Scores

Certification

  • BDA: Certificate in Insurance Regulatory - AML - Fraud-Sanctions for TPA Business in NA Version-1.0
  • WINGS: BUSINESS SKILLS B10 Professional Networking Curriculum 1.02
  • Wings: Business Skills B4 Collaborative Decision Making Curriculum

Timeline

Broker Services Support Representative

Ttec (TeleTech) - HealthCare Solutions
12.2024 - Current

Customer Service Representative

Tata Consultancy Services
04.2018 - 12.2024

Customer Service Representative

Transamerica Life Insurance Company
06.2004 - 04.2018

High School Diploma -

A. Maceo Smith H. S.

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