KIMBERLY JONES
Denham Springs,LA
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
2021
2021
years of professional experience
Work History
CUSTOMER CARE SUPERVISOR
Jackson Hewitt Tax Service
01.2020 - 01.2021
- Oversaw daily customer care operations and ensured that all customer service representatives met quality standards.
- Developed and implemented processes for handling customer inquiries, complaints, and escalations in a timely manner.
- Responded to customer inquiries via phone or email within established guidelines.
- Resolved escalated customer issues with empathy and professionalism while meeting company objectives.
- Trained new hires on policies and procedures related to customer service interactions.
CALL CENTER AGENT
Dale Buy Homes Now
01.2019 - 01.2019
- Assisted customers with inquiries, issues and complaints via telephone, email and chat.
- Scheduled and confirmed appointments.
- Answered and directed incoming calls using multi-line telephone system.
- Resolved customer service inquiries promptly and efficiently.
- Provided accurate information on products and services to customers.
- Answered incoming customer calls regarding product inquiries, orders, complaints and general customer service.
- Processed customers’ orders over the phone and provided follow-up services to ensure satisfaction with products or services.
- Maintained an organized filing system of confidential client information in accordance with company policy.
- Inputted data into computer system to ensure accuracy and completeness of records.
- Validated customer information, such as addresses and contact numbers.
ADMINISTRATIVE ASSISTANT
Affiliated Heart2Heart Homecare Services
01.2016 - 01.2018
- Provided administrative support to the executive team, including scheduling meetings and managing calendars.
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
- Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel.
- Managed incoming calls while providing information or transferring callers to appropriate personnel.
- Assisted with the planning of special events by arranging catering services, securing venues and ordering promotional materials.
- Handled confidential documents in an organized fashion according to established protocol.
PHARMACY CUSTOMER SERVICE REPRESENTATIVE
Centerwell Pharmacy/Humana
01.2021 - 2024
- Provided excellent customer service by responding to inquiries in a timely manner.
- Maintained filing system for records, correspondence and other documents.
- Verified patient insurance coverage and eligibility for prescription medications.
- Resolved customer complaints and concerns in a professional manner.
- Maintained accurate records of all transactions, including refills and new prescriptions.
- Adhered to all HIPAA regulations regarding patient privacy and confidentiality.
- Reviewed orders prior to dispensing to ensure accuracy of information entered into the computer system.
- Communicated effectively with physicians, nurses, patients and other healthcare professionals regarding medication needs or issues related to prescriptions.
- Remote
Member Service Specialist
Florida Blue - Blue Cross Blue Shield Of Florida
2024 - 2025
- Delivered exceptional member support through effective communication and problem-solving
- Answer customer inquiries, resolves complaints, and provides information on health insurance plans.
- Assisting members with their benefits, helping them understand their coverage and directing them to appropriate resources or sales agents when needed.
- Help members find and access community resources, mental well-being services and finding in network providers.
- Act as as a knowledgeable resource for variety of member needs.
- Review members enrollment or claims history ensuring accuracy of billing and enrollment and application of deductible and member responsibility.
- Utilize the Florida Blue Conversation Strategy to provide outstanding customer service and call resolution to our members; follow-up on issues to ensure resolution for customer.
- Research and resolve service-related inquiries meeting established expectations for quality, productivity and timeliness.
- Assisting members using probing questions and critical thinking to resolve their inquiry.
Education
ASSOCIATE IN SOCIAL WORK - undefined
Copiah Lincoln Community College
DIPLOMA - undefined
Ferriday High School
Skills
- Inbound and Outbound Calling
- Data Collection
- Account updating
- Positive and professional
- Customer Service
- Conflict Mediation
- Complaint Handling
- Office equipment proficiency
- Active Listening
- Call Center Operations
- Quality Control
- Multi-Task Management
- Policy Implementation
- Account Management
- Cross-Functional Collaboration
- Escalation management
- Team Management
- Customer Relations
- Appointment Setting
- System Documentation
- Technical Support
- Account Maintenance
- CRM Software
- Relationship Building
- Insurance Verification
- Processing payments
- Verifying orders
- Resolving customer issues
- Policy Adherence
- Medical terminology knowledge
- Quality Assurance
- Insurance company knowledgeable
- Financial Procedures Adherence
- Office Administration
- Meeting planning
- Report drafting
- Word Processing
- Database Maintenance
- Data reporting
- Claims
Timeline
PHARMACY CUSTOMER SERVICE REPRESENTATIVE
Centerwell Pharmacy/Humana
01.2021 - 2024
CUSTOMER CARE SUPERVISOR
Jackson Hewitt Tax Service
01.2020 - 01.2021
CALL CENTER AGENT
Dale Buy Homes Now
01.2019 - 01.2019
ADMINISTRATIVE ASSISTANT
Affiliated Heart2Heart Homecare Services
01.2016 - 01.2018
ASSOCIATE IN SOCIAL WORK - undefined
Copiah Lincoln Community College
DIPLOMA - undefined
Ferriday High School
Member Service Specialist
Florida Blue - Blue Cross Blue Shield Of Florida
2024 - 2025