Raegen Jones
Saint Charles,MO
Summary
Skilled at understanding customer needs and resolving issues in high-volume call center environment. Developed strong communication and problem-solving abilities, with focus on providing exceptional service. Seeking to transition into new field, leveraging transferrable skills to contribute positively in dynamic setting. Energetic and detail-focused with passion for ensuring high-quality standards. Possesses foundational knowledge in quality assurance methodologies. Committed to driving improvements and maintaining product excellence.
Overview
5
5
years of professional experience
Work History
Quality Assurance Specialist
HDIS
Olivette, MO
10.2022 - 10.2024
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Optimized workflow efficiency by introducing automation tools into the QA process where appropriate.
- Enhanced customer satisfaction by addressing reported issues promptly and providing effective solutions.
- Developed and conducted training sessions based on key missed service areas.
Care Inbound/Outbound Customer Service Representative
HDIS
Olivette, MO
10.2019 - 10.2022
- Contacted customers after sales process to drive ongoing customer satisfaction and resolve issues and complaints.
- Educated customers on offerings and upsold products and services to increase revenue.
- Maintained a high level of professionalism while handling difficult or irate customers.
- Displayed empathy towards customers'' needs, creating a positive experience despite challenging circumstances that may have led them to reach out for assistance initially.
- Participated actively in team meetings, contributing valuable insights into ways of enhancing customer service delivery.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Responded proactively and positively to rapid change.
- Educated customers about billing, payment processing and support policies and procedures.
- Identified upselling opportunities to increase revenue generation.
- Inputted new customer information into Halo database to create account for sales opportunities.
- Exceeded quality assurance metrics regularly through diligent adherence to company protocols during interactions with clients.
- Worked flexible hours across night, weekend, and holiday shifts.
Education
High School Diploma -
Legacy Christian Academy
Alamogordo, NMSkills
- Detail Oriented
- Quality Assurance
- Problem-solving skills
- Analytical Thinking
- Team Collaboration
- Customer Service
- Quality improvements
- Sound decision-making abilities
Timeline
Quality Assurance Specialist
HDIS
10.2022 - 10.2024
Care Inbound/Outbound Customer Service Representative
HDIS
10.2019 - 10.2022
High School Diploma -
Legacy Christian Academy