Michelle Jones
Customer Service Representative
Covington,WA
Summary
Results driven Customer Experience Specialist. Detail-oriented professional who thrives in fast-paced environments. Ability to meet deadlines and work as a team player to contribute significantly to the success of the company. Employs a solution-based approach, offering customers easy-to-understand guidance and actionable advice.
Possess effective communication skills and a knack for understanding the needs of both business and home customers.
Proficient in troubleshooting and desktop support across Windows, Linux, and Mac systems. Proven skills in resolving problems quickly during the first call, demonstrating efficiency and commitment to customer satisfaction.
Overview
6
6
years of professional experience
Work History
Medical Scheduler
Continuum Global Solutions
Covington, GA
10.2023 - Current
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Managed cancellations or no-shows efficiently, proactively filling open slots with patients from waitlists or urgent care needs.
- Followed up with patients to reschedule missed appointments.
- Verified insurance coverage and eligibility for medical services prior to scheduling appointments to prevent billing issues.
- Assisted in the training of new schedulers, sharing knowledge and best practices for efficient schedule management processes.
- Coordinated with other departments to facilitate seamless operation and excellent patient care.
- Confirmed appointments one day prior to minimize missed appointments and maximize clinic utilization.
- Resolved conflicts in scheduling or resource allocation quickly and professionally, minimizing disruptions to daily operations.
Call Center Representative
Nest Home Security
09.2020 - 08.2023
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Educated customers on company systems, form completion, and access to services.
- Managed high levels of call flow and responded to technical support needs.
- Managed over 80 customer calls per shift.
- Responded to customer calls and emails to answer questions about products and services.
- Researched product and issue resolution tactics to address customer concerns.
- Promoted efficiency among departments with prompt resolution of system issues.
- Translated complex technical issues into digestible language for non-technical users.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Self-motivated, with a strong sense of personal responsibility.
Customer Retention Specialist
Sutherland Global
08.2019 - 09.2021
- Educated customers about billing, payment processing and support policies and procedures.
- Managed over 80 customer calls per day.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Maintained 91%+ customer retention rate.
- Investigated and resolved customer inquiries and complaints quickly.
- Promptly responded to inquiries and requests from prospective customers.
- Offered excellent support and tailored recommendations to address needs.
- Promoted available products and services to customers during service, account management, and order calls.
- Sought ways to improve processes and services provided
Call Center Customer Service Representative
Survey Sampling International
06.2018 - 08.2019
- Increased company sales by 15%.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Documented and detailed calls and complaints using call center's CRM database.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer calls and emails to answer questions about products and services.
- Addressed customer account discrepancies and concerns.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Maintained and managed customer files and databases.
- Detailed payment options and explained price, receipt and billing details to customers.
Education
High School Diploma -
Chaffey High School
Ontario, CA06.1999
Bachelor of Science - Information Technology With Emphasis On Cyber Security
Grand Canyon University
Phoenix, AZ 2023.12 - Current
Skills
- Asana task Management
- Linux Programming and Administration
- Java Full Stack
- Data Recovery
- JIRA software
- Typing 40 wpm
- Software Applications
- Critical Thinking
- Active Listening
- Sales Expertise
- Microsoft Word
- Microsoft Excel
- Microsoft PowerPoint
- Customer Relations
- Managing Multiple Tasks
- Customer Data Confidentiality
- CRM Software
- Quality Control
- Strong Analytical and Problem-Solving Skills
- Livechat Messaging
- Proofreading
- Word Processing
- Advanced Excel Spreadsheet Functions
- Data Transcription
- Collecting Information
- Data Integrity
- Data Entry
- Microsoft Office
- Software Troubleshooting
- Excellent Communication Skills
- Strong Problem Solver
- Performance Improvement
Timeline
Bachelor of Science - Information Technology With Emphasis On Cyber Security
Grand Canyon University
2023.12 - Current
Medical Scheduler
Continuum Global Solutions
10.2023 - Current
Call Center Representative
Nest Home Security
09.2020 - 08.2023
Customer Retention Specialist
Sutherland Global
08.2019 - 09.2021
Call Center Customer Service Representative
Survey Sampling International
06.2018 - 08.2019
High School Diploma -
Chaffey High School