Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Melody Jones

Hernando,MS

Summary

Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Confident communicator recognized for consistently receiving excellent customer feedback.

Overview

20
20
years of professional experience

Work History

Remote Entry Level Healthcare Recruiter/ Admin.

Cigna
04.2020 - Current
  • Conducted thorough candidate screenings, including reference checks and verification of licenses, certifications, and educational credentials.
  • Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
  • Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
  • Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
  • Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
  • Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.

E-Commerce Material Handler

DHL
10.2017 - Current
  • Ensured compliance with safety regulations while operating material handling equipment.
  • Maintained inventory records, including tracking incoming and outgoing shipments.
  • Provided support in organizing special projects involving large quantities of merchandise.
  • Assisted with physical inventories as needed by counting parts accurately and quickly.
  • Organized warehouse shelves, racks, and bins for proper storage of materials.
  • Investigated discrepancies between inventory records and actual stock on hand.

Customer Service Representative

Milwaukee Tools
08.2010 - 09.2017
  • Developed strong relationships with customers by providing personalized assistance and support.
  • Conducted regular follow-up calls with customers after resolving their issues.
  • Identified opportunities for upselling additional products or services based on customer needs.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Provided excellent customer service to resolve customer complaints in a timely manner.

Customer Service Associate

McKesson
05.2005 - 07.2010
  • Ability to contribute effectively and consistently within a team while displaying McKesson I.C.A.R.E. principles.
  • Meet all departmental goals including schedule adherence, attendance, and quality monitoring.
  • Communicate effectively with internal and external customers to provide first call resolution and de-escalate customer concerns
  • Work with multiple systems, up to 3 monitors, and multitask in a fast-paced environment.
  • Tracked inventory levels of popular items to ensure availability for customers' orders.
  • Managed multiple tasks simultaneously while maintaining accuracy and attention to detail.

Education

High School Diploma -

Penn Foster High School

Skills

  • Inbound and Outbound Calling
  • Call Management
  • Documentation
  • Technical Support
  • Typing Proficiency
  • Customer Service
  • Administrative Support
  • Data Entry
  • Complaint Resolution
  • Information Security

Accomplishments

  • Improved customer satisfaction: Increased customer satisfaction scores by 12% in three months, or maintained a 98% score over a year.
  • Reduced complaints: Resolved 90% of customer complaints on the first call, or reduced complaints by 30% by addressing common issues.
  • Improved response time: Reduced average call handling time by 15%, or improved response time by 30%.
  • Recognized as Employee of the month for outstanding performance and team contributions.

Timeline

Remote Entry Level Healthcare Recruiter/ Admin.

Cigna
04.2020 - Current

E-Commerce Material Handler

DHL
10.2017 - Current

Customer Service Representative

Milwaukee Tools
08.2010 - 09.2017

Customer Service Associate

McKesson
05.2005 - 07.2010

High School Diploma -

Penn Foster High School

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Melody Jones