Kimberly Jones
Augusta
Summary
With over 20 years of experience, developed a strong skill set in managing customer inquiries and resolving concerns with empathy and efficiency. Expertise lies in data entry, account management, and problem-solving, consistently resulting in high levels of customer satisfaction. Seeking a Customer Service Advisor role to leverage comprehensive knowledge of customer service, effective communication, and expertise in CRM software to provide exceptional support and contribute to the success of the organization.
Overview
13
13
years of professional experience
Work History
Wellness Advocate
Omnicare365
09.2023 - 02.2025
- Processed over 100 daily incoming and outgoing communications, including chat, phone, and email, with a focus on accuracy and privacy
- Performed administrative tasks such as filing paperwork, updating databases and generating reports
- Increased sales by educating prospects on benefits of products and services in comparison to competitors, contributing to a 15% increase in revenue
- Followed up with customers to verify resolution, maintaining a 100% customer satisfaction rate
- Monitored calls for quality assurance purposes
Patient Care Advocate
Alorica
05.2022 - 09.2023
- Handle inbound and outbound member, provider and physician calls
- Answer questions related to pharmacy benefits, while maintaining productivity standards and performance guarantees where applicable
- Work with other operational departments to research and resolve mail order and claims issues and respond to members within performance agreement guidelines
- Maintain accurate and complete documentation of all inquiries in order to continuously improve the customer service process and reduce potential legal concerns
Pharmacy Benefit Manager
Express Scripts
01.2021 - 05.2022
- Excellent Quality with the patient in mind, ensure accuracy
- Use of technology data entry skills and reference database as needed
- Being Efficient, attention to detail, organizational skills, time management, and problem solving skills
- Being Flexible and have ability to adapt in a dynamic work environment willingness to work a flexible schedule when needed
- Being an effective communicator with solid interpersonal, written and verbal skills
- Prioritize workflow & multitask efficiently in a fast pace environment while using multiple skill sets with demonstrated proficiency
- Delivers accurate information to customers in accordance with performance goals and objectives
- Maintains customer advocate records by identifying underlying customer needs and guiding them to appropriate resources or programs updating account information by effectively utilizing the business areas enrollment, inquiry tracking system & processes
Mobile Expert
T-Mobile
08.2012 - 11.2020
- Customer inquiries: Respond to customer questions and concerns
- Customer satisfaction: Ensure customers are satisfied with sales and service
- Customer loyalty: Build customer loyalty by identifying additional products and services
- Account management: Manage accounts and collect past-due balances
- Selling: Sell products and services to customers
- Closing sales: Close sales and maintain customer records
Education
College - Business Administration
Strayer University
Augusta, GA03.2021
Skills
- Inbound Communication Management
- Sales Expertise
- Client Support
- Effective Organizational Skills
- Proficient in Microsoft Office
- Effective Multi-Tasking
- IT Support Services
- Client Loyalty Strategies
- Data Analysis
- Effective Time Management
- Analytical Problem Solving
- Client Relations
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Wellness Advocate
Omnicare365
09.2023 - 02.2025
Patient Care Advocate
Alorica
05.2022 - 09.2023
Pharmacy Benefit Manager
Express Scripts
01.2021 - 05.2022
Mobile Expert
T-Mobile
08.2012 - 11.2020
College - Business Administration
Strayer University
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