Maikellia Jolly
Raytown,MO
Summary
Dynamic professional with a proven track record in customer service and DSP roles, notably at Aetna. Excelled in conflict resolution and relationship building, enhancing customer loyalty and patient well-being. Skilled in Microsoft Excel and active listening, achieving high satisfaction rates. Expert in managing high-stress situations and complex needs with empathy and efficiency.
Overview
2025
2025
years of professional experience
Work History
Customer Service Representative
Aetna
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
DSP
Live and Growth
06.2022 - 04.2024
- Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming.
- Assisted with daily living activities, running errands, and household chores.
- Assisted patients with bathing, grooming, dressing, and oral hygiene care both in private residences and facilities.
- Laundered items, changed sheets and made bed to keep patients' bedroom clean.
- Monitored clients' overall health and well-being and noted significant changes.
- Provided compassionate and patient-focused care to cultivate well-being.
- Cooked meals and assisted patients with eating tasks to support healthy nutrition.
- Built and maintained rapport with clients and family members to facilitate trusting caregiver relationship.
- Transported clients to and from medical appointments with safety and efficiency.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Recorded status and duties completed in logbooks for management.
- Completed regular check-ins and progress report for each client.
- Maintained strong connections within caregiver community to gain continuous knowledge.
- Scheduled daily and weekly care hours for client caseload.
- Maintained entire family's schedule and organized events.
- Identified needs and coordinated plans for travel and out-of-town functions.
DSP
Heartland Residential Care
04.2006 - 01.2018
- Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming.
- Assisted with daily living activities, running errands, and household chores.
- Assisted patients with bathing, grooming, dressing, and oral hygiene care both in private residences and facilities.
- Monitored clients' overall health and well-being and noted significant changes.
- Provided compassionate and patient-focused care to cultivate well-being.
- Cooked meals and assisted patients with eating tasks to support healthy nutrition.
- Built and maintained rapport with clients and family members to facilitate trusting caregiver relationship.
- Transported clients to and from medical appointments with safety and efficiency.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
Education
Associate Degree In Nursing - Medical Technology
Concorde Career College
Kansas City, MO09.2012
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Complaint resolution
- Payment processing
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Scheduling
- Follow-up skills
Timeline
DSP
Live and Growth
06.2022 - 04.2024
DSP
Heartland Residential Care
04.2006 - 01.2018
Customer Service Representative
Aetna
Associate Degree In Nursing - Medical Technology
Concorde Career College
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