Summary
Work History
Education
Skills
Certification
Timeline
Overview
Generic
Dana Jones-Minnis

Dana Jones-Minnis

Jacksonville

Summary

To seek and maintain a full-time position that offers professional challenges, utilizing interpersonal skills, advancement and where I can utilize my skills in Management, Team Leader, and Customer Service with a 36 year tenure in the Customer Service Industry.

Work History

Member Service Specialist

AmeriHealth Caritas
01.2019 - Current
  • Adhere to all company policies and represent company in and outside of the office and assures that all KPI’s are meet on a constant basis
  • Strive to resolve all inquires on first contact while ensuring all needs are meet and addressed to the customers satisfaction by using all resources in an effective and timely manner
  • Support all PA/CHC Lines of Business, Provider Inquiry Calls, additionally have supported Blue Cross Complete of Michigan, and AmeriHealth Caritas District of Columbia, Support supervisor with engagement in Microsoft Teams and provides additional support to team members
  • Able to respond quickly and positive to support change within the department and the company.

Team Leader/Subject Matter Expert

AmeriHealth Caritas
07.2023 - Current
  • Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
  • Mentored new employees after a 6 week training with OJT and assist with questions via Team Chat.
  • Collaborated with other supervisors to establish shared goals and ensure alignment across teams.
  • Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.

Contact Center Supervisor

AmeriHealth Caritas
12.2023 - 03.2024
  • Created a positive work environment, fostering strong teamwork and agent engagement.
  • Monitored contact center metrics to identify trends, implement process improvements, and drive continuous improvement initiatives.
  • Directed, guided, coached and mentored team of 20 agents and surpassed individual and corporate goals.
  • Reduced average handling time with effective coaching and feedback sessions for agents.
  • Increased first call resolution rates by implementing best practices in problem-solving and communication techniques.

Account Services Representative

ADT Security
01.2011 - 01.2017
  • Assist customers with account maintenance, payments, cancelations, new accounts and ADT employee accounts, assist customers with trouble shooting their systems, set appointments for technicians, and assist in actual burglary in process, assist customers with fraudulent contracts, inform and assist customers with resolution on accounts in a timely manner
  • Cross train personnel on dual billing systems Infomix, Mastermind Billing and Chudly
  • Received Royal Blue Award 2016 & 2017.

Customer Service Representative

Convergys
01.1998 - 01.2010
  • Answered inbound lines for The Wall Street Journal
  • Answered customers with billing problems, circulations, stop/start
  • Assisted customers with requests and new orders
  • Interim Trainer
  • Trained new personnel on a six-week duration on the Dow Jones Program, on the system and product knowledge, and provided feedback to employees when needed.

Customer Service Representative

AT&T Solutions Customer Care
01.1989 - 01.1998
  • Contacted business customers to return their existing business lines to AT&T
  • Informed customers about new programs designed to fit their business needs
  • Team Facilitator
  • Supervised teams that made outbound calls
  • Provided quality control monitoring, time management and training
  • Oriented new employees to American Solutions Customer Care
  • Provided insight on company policies/procedures, dress codes & professionalism.

Inbound Customer Service Representative

AT&T Solutions Customer Care
01.1988 - 12.1988
  • Answered Inbound lines for Cellular One and Teletravel, Represented the following programs: JC Penny Insurance, AT&T Universal Card, residential/Business Winback General Motors, MasterCard and Tier 3
  • Assisted customers with billing problems and answered any questions related to their business needs.

Education

Certification for Basic Management -

AT&T Solutions Customer Care
01.1994

High School Diploma -

William M. Raines High School
06.1986

Skills

  • Mentoring
  • Client Service
  • Quality Improvement
  • Team Supervision
  • Complaint resolution
  • First Call Resolution
  • Microsoft Teams Chat Support
  • Insurance Verification
  • Customer Service
  • Call center experience
  • Product Knowledge
  • Adapts well to policy and company changes

Certification

Notary

Timeline

Contact Center Supervisor

AmeriHealth Caritas
12.2023 - 03.2024

Team Leader/Subject Matter Expert

AmeriHealth Caritas
07.2023 - Current

Member Service Specialist

AmeriHealth Caritas
01.2019 - Current

Account Services Representative

ADT Security
01.2011 - 01.2017

Customer Service Representative

Convergys
01.1998 - 01.2010

Customer Service Representative

AT&T Solutions Customer Care
01.1989 - 01.1998

Inbound Customer Service Representative

AT&T Solutions Customer Care
01.1988 - 12.1988

Certification for Basic Management -

AT&T Solutions Customer Care

High School Diploma -

William M. Raines High School

Overview

36
36
years of professional experience

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Dana Jones-Minnis