Nijeria Hansell
Jacksonville
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Sagility (Blue Cross Blue Shield)
02.2023 - 05.2025
- Enhanced patient satisfaction by addressing inquiries and resolving issues related to medical appointments, billing, and insurance.
- Managed high call volume with professionalism and empathy, ensuring timely resolution of customer concerns.
- Handled sensitive patient information with confidentiality, adhering to HIPAA regulations at all times.
- Resolved escalated customer complaints efficiently while maintaining composure under pressure situations.
- Collaborated with cross-functional teams to address complex patient cases, resulting in improved patient outcomes.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Developed strong rapport with customers through active listening and empathetic responses, promoting long-term loyalty and trust.
- Investigated and resolved customer inquiries and complaints quickly.
Sales Associate
Comcast
07.2017 - 10.2022
- Promoted and sold current and emerging products and services.
- Employed consultative sales techniques to maximize customer value.
- Executed routine tasks following standard procedures.
- Managed customer inquiries for new service setup and service transfers.
- Maximized sales of multiple business lines during each call.
- Surpassed sales goals through effective telephone interactions with new and existing customers.
- Utilized consultative sales techniques through probing questions and clarifying customer needs.
- Provided support for non-sales-related customer inquiries.
- Informed customers about Company products, services, and experiences using job aids.
- Built rapport and fostered relationships by delivering unique positive experiences for each customer.
- Demonstrated professionalism and integrity with a welcoming attitude toward customers and colleagues.
- Demonstrated sound judgment to balance customer and company interests.
- Exhibited strong soft skills such as active listening and problem solving.
- Consistently met performance standards in a fast-paced setting.
- Highlighted Company's unique strengths in promoting products, services, and packages.
- Collaborated effectively with sales and other teams to enhance customer experience.
- Utilized multiple screens, databases, and data entry applications to efficiently capture necessary information.
- Collaborated effectively with team members to foster growth.
- Demonstrated strong oral and written communication skills.
- Adhered to essential sales procedures to enhance customer satisfaction.
License Health Insurance Sales Representative
Aerotek (Florida Blue)
10.2016 - 01.2017
- Conduct plan comparison and analysis for existing members seeking new solutions.
- Facilitate application process, advice customers of eligibility based on age, county, health status and customers expressed needs.
- Achieve or exceed sales quotas across product lines using acquired product knowledge and selling skills.
- Promote and facilitate APO (Automated Payment Options) enroll and set up.
- Support both inbound (90%) and outbound calls to consumer's prospects through market and Florida Blue plan campaigns.
- 240 Health Insurance License.
Inbound Sales Representative
Remedy Staffing (Comcast)
02.2015 - 10.2016
- Resolving customer concerns aiding in the completion of a transaction.
- Achieve or exceed sales quotas and deliver best in class customer service to potential and existing customers.
- Elicits and records customer information and inquires using a computerized system.
- Recognizes, conveys, promotes and sells products and service value.
- Maintains excellent oral and written communications skills.
- Acts as an ambassador for Comcast by building rapport with the customer, supporting, reassuring and educating the customer throughout the call.
- Demonstrates the ability to establish and maintain effectively.
Technical Support Agent
Sutherland Global Services
01.2013 - 03.2014
- Answer inbound calls regarding technical issues and general billing inquires
- Access customer records and verify customer account information
- Identify potential customer needs and recommend solutions based on those needs
- Access customer databases, knowledge resources, and technical applications to determine root causes and resolutions
- Interact with client departments (test desk, field service, dispatch) regarding escalations
- Schedule a technician visit when an issue cannot be resolved via traditional troubleshooting methods
- Process customer payments using credit or debit cards
- Place follow-up calls to customers to ensure their needs are met in an efficient manner
- Attend job-related training: new hire and refresher training, new product or service updates, and product cross-training
Cashier
Kmart
08.2011 - 03.2012
- Provide outstanding customer service
- Complete sales and services transactions
- Deal with problems that may arise on the sales floor
- Responsible for ensuring customers have an excellent shopping experience
- Responsible for all payment made by customers
- Handle all credit transactions
- Routinely balance and reconcile all cash account
- Responsible for daily deposits into the bank
- Perform various clerical assignment
- Handle elementary administrative task when assigned
- Keep a good appearance of the work area and the showroom
- Make customer satisfaction the priority
- Maintain a clean work environment
- Replace supplies
Education
Associate Of Arts -
Florida State College at Jacksonville
08.2024
High School Diploma -
Westside High School
Jacksonville, FL06.2011
Skills
- Field Service
- Clerical experience
- Software Troubleshooting
- Accounting
- Office experience
- Proficient in Microsoft Office
- Proficient in Microsoft Office PowerPoint
- Good organizational skills
- Good research skills
- Excellent verbal communication skills
- Excellent written communication skills
- Detail-oriented
- Multi-tasker
- Savvy Negotiator
- Highly-skilled in researching and resolving difficult accounts
- Resilience
- Persistence
- Customer service
- Active listening
- Critical thinking
- Data entry
- Conflict resolution
- Computer proficiency
- Microsoft Excel
- Microsoft outlook
- Scheduling
- Follow-up skills
- Product knowledge
Timeline
Customer Service Representative
Sagility (Blue Cross Blue Shield)
02.2023 - 05.2025
Sales Associate
Comcast
07.2017 - 10.2022
License Health Insurance Sales Representative
Aerotek (Florida Blue)
10.2016 - 01.2017
Inbound Sales Representative
Remedy Staffing (Comcast)
02.2015 - 10.2016
Technical Support Agent
Sutherland Global Services
01.2013 - 03.2014
Cashier
Kmart
08.2011 - 03.2012
High School Diploma -
Westside High School
Associate Of Arts -
Florida State College at Jacksonville
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