Lorraine James
Sacramento,CA
Summary
Professional with strong background in customer service and communication. Adept at resolving issues efficiently and maintaining customer satisfaction. Strong team collaborator with focus on achieving results and adapting to changing needs. Skilled in active listening, problem-solving, and using CRM software effectively. Dependable and results-oriented with passion for delivering quality service.
Overview
7
7
years of professional experience
Work History
Call Center Agent Medicaid -Contract (Alaska)
Fortuna BMC
06.2025 - 11.2025
- Medicaid and Medicare guidelines for enrollment for providers.
- Offered technical assistance for customers experiencing difficulties with online processes or software applications related to company products or services.
- Exceeded daily call center metrics, with adherence consistently maintaining a high level of productivity and customer satisfaction.
- Provided support for escalated calls, acting as a liaison between the customer and upper management when necessary.
Service Call Center Representative- Contract
TTEC Government Solutions (Seasonal)
07.2024 - 11.2024
- Medicare, Medi-Cal, and ACA guidelines for enrollment in healthcare plans and dental insurance.
- Assisted clients in understanding billing procedures and payment options while maintaining strict adherence to internal policies regarding financial transactions.
- Helped a large volume of customers every day with a positive attitude and a focus on customer satisfaction.
- Utilized CRM software to track service requests and manage customer interactions efficiently.
Employment Program Rep- Contract
State of California-Unemployment Development Department
09.2021 - 09.2023
- Worked productively in a fast-moving work environment to process large volumes of claims.
- Analyzed and addressed escalated claims to resolve issues quickly.
- Collaborated with internal departments and external vendors to achieve a fast resolution of claims.
- Researched and analyzed complex claims to determine next steps and possible outcomes.
- Examined reports, accounts, and evidence to determine the integrity and accuracy of the information.
- Prepared and presented detailed reports to management on claims issues to aid in decision-making.
- Checked documentation for accuracy and validity on updated systems.
Mobile Notary Public
Self Employed Services
01.2019 - 01.2023
- Followed proper protocol when notarizing documents, verifying signatures, and dates for compliance.
- Administered an oath to document signers to obtain affirmation of the truth.
- Maintained accurate records of all documents notarized to support accurate recordkeeping and reporting requirements.
Tax Technician
Franchise Tax Board
07.2020 - 07.2021
- Analyzed financial documents to accurately reflect client information on tax returns.
- Reviewed clients' tax filing papers thoroughly to determine eligibility for additional tax credits or deductions.
- Reviewed and analyzed complex tax returns for compliance with state regulations.
- Provided exceptional customer service by promptly addressing client questions and concerns regarding their taxes.
Customer Service Representative
Faneiul/ Insync Staffing
09.2018 - 09.2019
- Medi-Cal, ACA, and Medicare guidelines for enrollment, and other resources for healthcare plans.
- Mentored junior staff, fostering a collaborative team environment and promoting skill development.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Customer Service Representative
Verizon Fleet Enterprise
01.2019 - 06.2019
- Managed high-stress situations effectively, maintaining professionalism under pressure, while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
Bachelor of Science - Management
University of Phoenix
Sacramento, CA11.2021
Skills
- Effective time management
- Client relationship management
- Proficient in Microsoft Office
- Workflow management
- Adherence to regulatory standards
- Analytical problem-solving
- Regulatory guideline clarification
- Account management
Timeline
Call Center Agent Medicaid -Contract (Alaska)
Fortuna BMC
06.2025 - 11.2025
Service Call Center Representative- Contract
TTEC Government Solutions (Seasonal)
07.2024 - 11.2024
Employment Program Rep- Contract
State of California-Unemployment Development Department
09.2021 - 09.2023
Tax Technician
Franchise Tax Board
07.2020 - 07.2021
Mobile Notary Public
Self Employed Services
01.2019 - 01.2023
Customer Service Representative
Verizon Fleet Enterprise
01.2019 - 06.2019
Customer Service Representative
Faneiul/ Insync Staffing
09.2018 - 09.2019
Bachelor of Science - Management
University of Phoenix