Keshia Jones
Tuscaloosa,AL
Summary
Dedicated and highly efficient Customer Service Professional with 9 years of experience in handling inbound calls, sales, insurance claims, technical support, and billing. Proven ability to provide exceptional customer experiences, resolve complex issues, and exceed performance goals. Seeking to leverage skills in a dynamic environment to support customer success and company growth.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Stem Consulting| Samsung
2021.04 - Current
- Provided inbound customer support for various queries including billing issues, service troubleshooting, and claims-related questions
- Assisted customers with technical support issues, reducing call handle time by 15%
- Processed insurance claims and followed up to ensure timely completion, resulting in a 98% customer satisfaction rate
- Consistently exceeded monthly sales targets by upselling relevant products and services
- Trained junior team members on customer handling best practices.
Customer Support Specialist
ManpowerGroup| DirecTv
2018.03 - 2021.03
- Managed inbound and outbound sales calls, successfully converting 25% of leads into sales
- Assisted customers with billing inquiries and resolved discrepancies, reducing overall billing complaints by 30%
- Processed insurance claim forms and coordinated with internal departments
- Troubleshot and resolved customer complaints related to product and service issues.
Technical Support & Billing Specialist
ManpowerGroup| T-Mobile
2015.06 - 2018.02
- Provided technical support via phone and email for hardware and software issues, achieving a 90% first-call resolution rate
- Handled billing escalations, resolving complex issues related to payments and discrepancies
- Processed billing adjustments and ensured accurate updates to customer accounts.
Education
Associate Degree in Healthcare Management -
Ultimate Medical Academy
Tampa, Florida01.2024
Skills
- Inbound & Outbound Sales
- Insurance Claims Processing
- Technical Support
- Billing and Payments
- Conflict Resolution
- CRM Software (e.g., Salesforce, Zendesk)
- Strong Communication Skills (Verbal & Written)
- Time Management and Multitasking
- Data Entry and Reporting
- Problem-solving and conflict resolution in virtual environments
- Knowledge of healthcare regulations (HIPAA, insurance, etc.)
- Email, chat, and video conferencing tools (e.g., Zoom, Microsoft Teams)
- Proficient in remote healthcare management systems (EPIC, Cerner, etc.)
Accomplishments
- Achieved a customer satisfaction score of 95%+ for 3 consecutive years.
- Awarded 'Top Sales Performer' for Q4 2022, exceeding the target by 20%.
References
Available upon request.
Timeline
Customer Service Representative
Stem Consulting| Samsung
2021.04 - Current
Customer Support Specialist
ManpowerGroup| DirecTv
2018.03 - 2021.03
Technical Support & Billing Specialist
ManpowerGroup| T-Mobile
2015.06 - 2018.02
Associate Degree in Healthcare Management -
Ultimate Medical Academy
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