Marcia Jones
Customer Service Specialist
Petersburg,VA
Summary
I am a mature, positive and hardworking individual, who always strives to achieve the highest standard possible, at any given task. I possess excellent communication skills, and I have the ability and experience to relate to a wide range of people. I enjoy learning new things, I can work very well under pressure and I have experience in handing customer complaints and solving problematic situations.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
T-Mobile
01.2021 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Answered constant flow of customer calls with minimal wait times.
Pharmacy Technician
CVS Pharmacy
06.2019 - 03.2020
- Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Promoted patient confidentiality by adhering to HIPAA regulations when handling personal information during transactions.
Customer Service Representative
General Dynamic Information Technology
10.2014 - 02.2019
- Inbound and outbound calls to customers, pharmacies, and insurance plans
- Assisted pharmacy staff in properly adjudicating claims and providing processing information
- Processed applications for members, scanned in documents, and sent letters to members
- Ability to multi-task between different systems while speaking to members and or pharmacies
- Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services
- Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued
- Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed
- Building lasting relationships with clients and other call center team members based on trust and reliability
- Utilizing software, databases, scripts, and tools appropriately
- Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service
- Making sales or recommendations for products or services that may better suit client needs
- Taking part in training and other learning opportunities to expand knowledge of company and position
- Adhering to all company policies and procedures
- Training new employees and ability to work independently and or be a team-player.
Claims Representative
Allianz Worldwide Partners (AppleOne)
02.2018 - 05.2018
- Review claims of a moderate to complex level and related documentation to determine if loss is covered and what benefits apply
- Analyze corresponding insurance policies to verify coverage
- Maintain a reliability and utilize critical thinking and excellent communication skills
- Communicate articulately with customers via email and on the phone.
Member Service Representative
Teleperformance
06.2016 - 03.2017
- Inbound customer banking for USAA Bank
- Processed account changes, reset passwords and mailed necessary notifications to members
- Ability to multi-task between different systems while speaking to members
- Answering or making calls to members to learn about and address their needs, complaints, or other issues with products or services
- Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that members feel supported and valued
- Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed
- Utilizing software, databases, scripts, and tools appropriately
- Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service daily and monthly
- Making sales or recommendations for products or services that may better suit client needs
- Taking part in training and other learning opportunities to expand knowledge of company and position
- Adhering to all company policies and procedures
- Training new employees and ability to work independently and or be a team-player.
Food Service Worker
Econo Food Service/John Jones Service
10.2012 - 09.2014
- Communicated clearly and positively with coworkers and management
- Mastered point-of-service (POS) computer system for automated order taking
- Handled currency and credit transactions quickly and accurately
- Followed procedures for safe food preparation, assembly, and presentation
- Assisted management with inventory control and stock ordering
- Built loyal clientele through friendly interactions and consistent appreciation
- Resolved complaints promptly and professionally
- Cross-trained and coordinated scheduling with team members to ensure seamless service
- Took initiative to find extra tasks when scheduled duties were completed.
Education
High School Diploma -
Prince George High School
Skills
Microsoft Office Suite
Email Marketing
Customer Service
Call Center Operations
Insurance Claims
Customer Support
Problem-solving abilities
Complaint resolution
Data Entry
Call center experience
Data Collection
Problem Resolution
Appointment Scheduling
Paperwork Processing
Complaint Handling
Live chat support
Documentation
Reading Comprehension
Timeline
Customer Service Representative
T-Mobile
01.2021 - Current
Pharmacy Technician
CVS Pharmacy
06.2019 - 03.2020
Claims Representative
Allianz Worldwide Partners (AppleOne)
02.2018 - 05.2018
Member Service Representative
Teleperformance
06.2016 - 03.2017
Customer Service Representative
General Dynamic Information Technology
10.2014 - 02.2019
Food Service Worker
Econo Food Service/John Jones Service
10.2012 - 09.2014
High School Diploma -
Prince George High School