JERIKAH SCURLARK
Dallas,TX
Summary
Dependable Market Representative develops and executes marketing plans prioritizing sustainable growth. Contributes to organizational promotion by emphasizing brand awareness and customer loyalty. Innovative professional consistently formulates practical promotion concepts.
Overview
9
9
years of professional experience
Work History
Client Marketing Expert
GENPACT
10.2021 - Current
- Responsible to assist clients in meeting overall business goals by providing tailored solutions to achieve maximum success and budget control
- Implemented digital marketing techniques to enhance customer experience and increase customer engagement.
- Research businesses to gain understanding of business' practices, products, and advertising style
- Answered and managed more than 75 calls/day, resulting in quality average of 95% and 93% schedule adherence.
- Responded to customer inquiries promptly and professionally to increase customer satisfaction.
- Coordinated with sales and operational teams to verify alignment of marketing initiatives with company goals.
Customer Service Representative
Deliver Health Solutions
03.2021 - 10.2021
- Answered telephone promptly to schedule patients for COVID-19 vaccine while managing inbound call queue to schedule doctor appointments and complete patient inquiries
- Successfully screened patients who were presented with potential COVID related symptoms
- Obtained and accurately entered demographic, clinical, and financial data into computer system
- Liaison between doctors and patients to efficiently complete orders for lab work, blood work, or lab results.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Patient Advocate Representative
Conifer Health Solutions
10.2019 - 03.2021
- Screened over 50 hospital patients to determine needs and eligibility for special government assistance while obtaining and accurately entering demographic, clinical, and financial data into computer system
- Recorded and maintained complete documentation of activities performed on account during inpatient admission and during patient accounting cycle
- Followed up on assigned accounts to ensure follow-through on government applications submitted
- Developed working relationship with patients, based on good communication skills, enabling accounts to be processed quickly with government program eligibility.
- Worked effectively with staff from all departments to coordinate resolutions.
- Responded to patient concerns and questions with compassionate and knowledgeable service.
Customer Service Representative
Transamerica/Aerotek
04.2018 - 10.2019
- Provided solutions to customers empowered to make good business decisions based on their needs
- Managed over 75 inbound calls queue providing product inquiries, order placing and billing questions
- Resolved escalated customer calls through problem solving and expertise
- Maintained customer records and made changes as necessary
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Technical Support Engineer
MICROSOFT/CONVERGYS
04.2016 - 09.2017
- Provided accurate and prompt troubleshooting solutions for issues with both software and hardware pertaining to Surface tablets
- Assisted with exchanging devices as needed, handling order process, order progress, and order delivery
- Collaborated with escalated departments to resolve more pressing issues out of scope, leading to 15% increase in resolutions.
- Analyzed data and reports to determine root cause.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
Customer Service Support Team Lead
VERIZON/TELVISTA
05.2014 - 04.2016
- Provided coaching and feedback to over 30 customer service reps to ensure consistent quality services provided to every customer regarding performance measures to ensure team productivity, efficiency, and quality
- Assisted all customer service reps with escalated calls, as first assistant in lieu of customer service supervisor
- Responsible for provision of Tier II tech support for all Verizon devices, including FIOS internet and cable modems
- Monitored team of work at home (WAH) and call center representatives' interactions with customers and their adherence to work schedules to ensure team is available for customers
- Maintained availability and management of tech support instant messaging system for call center and WAH representatives; also provide quality assurance feedback to service reps to reach their daily goals (KPIs).
- Recognized escalation needs and connected customers with advanced support staff.
- Troubleshot problems with software, hardware and networking for users.
Education
Some College (No Degree) -
JACKSON STATE UNIVERSITY, B. DuBois Honors College ‐ Jackson
W.E, MSSkills
- Case management via Salesforce
- Online Marketing and Advertising
- Exceptional verbal, written communication and interpersonal
- Problem solving/de-escalation
- Total issue resolution
- Insurance eligibility
- Detailed oriented with strong analytical and organization skills
- Ability to prioritize work and meet deadlines
- Social Media Campaign
- Campaign Tracking
- Effective Customer Service
- Promotions and Marketing Strategies
Timeline
Client Marketing Expert
GENPACT
10.2021 - Current
Customer Service Representative
Deliver Health Solutions
03.2021 - 10.2021
Patient Advocate Representative
Conifer Health Solutions
10.2019 - 03.2021
Customer Service Representative
Transamerica/Aerotek
04.2018 - 10.2019
Technical Support Engineer
MICROSOFT/CONVERGYS
04.2016 - 09.2017
Customer Service Support Team Lead
VERIZON/TELVISTA
05.2014 - 04.2016
Some College (No Degree) -
JACKSON STATE UNIVERSITY, B. DuBois Honors College ‐ Jackson
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