KIMBERLE JONES
ST ANN,Missouri
Summary
Accomplished Senior Call Center Representative at Barnes Hospital, adept in workload prioritization and customer service, significantly enhanced contact center efficiency and client satisfaction. Leveraged problem-solving skills and supervisory expertise to develop solutions that fostered customer loyalty and reduced eligibility determination errors for the State of Missouri, demonstrating a profound impact on service delivery and operational improvements. Knowledgeable and dedicated customer service professional with extensive experience in the healthcare industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
23
23
years of professional experience
Work History
Senior Call Center Representative
Barnes Hospital
01.2021 - Current
- Increased overall contact center efficiency by optimizing scheduling and workforce management practices
- Monitored call center metrics to identify areas of improvement, implementing changes that resulted in higher quality service delivery
- Partnered with other departments to address complex customer issues, facilitating timely resolutions and enhanced client satisfaction levels
- Developed customized solutions for callers, leading to increased customer loyalty and repeat business
- Recognized and rewarded for consistently going above and beyond to meet customer expectations, resulting in a significant increase in positive feedback and commendations
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
Eligibility Specialist
State Of Missouri
05.2019 - 03.2020
- Interviewed applicants and explained scope of different available benefits
- Processed and certified documents for accuracy and compliance with government regulations
- Scheduled appointments with applicants to gather information and explain benefits processes
- Streamlined application process for clients by implementing efficient case management techniques, improving overall service.
Enumerator
USDA Farm Service Agency
10.2018 - 05.2019
- Managed time effectively while working independently, prioritizing tasks to meet project deadlines consistently.
- Increased efficiency in data entry by accurately inputting collected information into designated database system.
- Traveled door-to-door in assigned communities and requested participation in census interview, clearly explaining process and purpose.
- Maintained accurate records of completed surveys, contact information, and other relevant data as required by project scope.
- Resolved any discrepancies in collected data by cross-referencing records and following up with respondents when needed.
- Executed follow up visits to houses to resolve survey issues or obtain additional information, expressing appreciation for participation and regret for inconvenience.
- Collaborated with fellow enumerators for efficient coverage of assigned areas, ensuring timely completion of tasks.
- Demonstrated excellent problem-solving skills while addressing respondent concerns or issues arising during the enumeration process.
- Maintained confidentiality of respondent information by adhering to strict privacy protocols during data collection.
Office Services Specialist
St Louis County
09.2001 - 08.2013
- Distributed incoming mail from shipments, couriers and postal delivery to various departments within organization
- Managed front desk area by welcoming and greeting visitors and responding to in-person requests
- Used scanner and software programs to scan important documents into computer system
- Answered telephone calls and read emails to redirect calls and forward emails to appropriate personnel
- Reviewed files and records to obtain information to respond to customer and client requests
- Monitored stock of office supplies to report shortages to management
- Answered calls to address customer inquiries, confirm appointments, and provide service/inquiries for resolution and customer loyalty
- Prepared computerized correspondence, receipts, bills and checks, using Microsoft Office and Peoplesoft.
Education
Associate of Arts - Business Administration
University of Phoenix
Tempe, AZ05.2017
Skills
- Workload prioritization
- Verbal Communication
- Supervisory skills
- Problem-solving skills
- Office Administration
- Confidential Document Control
Accomplishments
Licensed Foster Care Provider, Federal Clearance, Adjudication Notification (Favorable), Family Care Safety Registry, Fingerprints MSHP.
Parents As Teachers-Ritenour School District
Timeline
Senior Call Center Representative
Barnes Hospital
01.2021 - Current
Eligibility Specialist
State Of Missouri
05.2019 - 03.2020
Enumerator
USDA Farm Service Agency
10.2018 - 05.2019
Office Services Specialist
St Louis County
09.2001 - 08.2013
Associate of Arts - Business Administration
University of Phoenix
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