Melissa Jones
Pottsboro,TX
Summary
As a Service Coordinator I am responsible in resolving the issues within a timely matter and if it will not be resolved in that time frame, we are responsible for keeping the client updated at all times until resolved.
Overview
18
18
years of professional experience
Work History
Service Coordinator
Cigna Healthcare
10.2011 - Current
- Served as a primary point of contact for clients, addressing inquiries, providing updates, and ensuring overall satisfaction with services rendered.
- Managed a high volume of client requests, ensuring timely and effective service delivery.
- Maintained accurate records of all service activities, facilitating smooth communication with clients and Client Service Executives.
- Responsible for resolving the issues within a timely matter and if it will not be resolved in that time frame, we are responsible for keeping the client updated at all times until resolved.
- Enhanced customer satisfaction by efficiently addressing and resolving service issues.
- Assessed customer needs and developed solutions to meet needs.
Customer Service Representative
Cigna Healthcare
10.2006 - 09.2011
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Interact with customers, participate in customer meetings, helped out on Isolve, was a SME for a new hire class. I was in charge of working open calls for the National Team and being a one on one contact for other co-workers who needed assistance.
Skills
- Customer Interaction
- Customer Support Operations
- Customer Support Policies, Standards and Procedures
- Client Services
Timeline
Service Coordinator
Cigna Healthcare
10.2011 - Current
Customer Service Representative
Cigna Healthcare
10.2006 - 09.2011