KEMBERLY JONES
Princeton,TX
Summary
Accomplished customer service expert with 20+ years of experience resolving complex issues and delivering high-quality remote support. Proven track record of exceeding satisfaction goals with strong communication and time management skills.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Ttec (TeleTech) - HealthCare Solutions
12.2024 - Current
- 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.
- Provide phone support to members, building rapport and trust on behalf of Blue Shield of California. Assist with billing, and account maintenance across all lines of business.
Customer Service Representative
Tata Consultancy Services
04.2018 - 12.2024
- 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%.
- 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
- 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.
- Managed a high volume of customer calls with minimal wait times, reducing average wait time by 20%.
Education
High School Diploma -
A. Maceo Smith H. S.
Dallas, TX05.1993
Skills
- Communication
- Adaptability
- Problem-Solving
- 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)
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
Customer Service 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.