Shanetia Jones
Greensboro,NC
Summary
Extensive Remote Work Experience
HIPAA Privacy & Confidentiality Knowledge
Strong Communication and Interpersonal Skills
Customer Retention and Relationship Management
Data Accuracy and Quality Assurance
Proven Ability to Thrive in Fast-Paced Environments
Skilled in Managing Multiple Priorities Simultaneously
Overview
8
8
years of professional experience
Work History
Retail Service Representative I (Concierge Team)
Renewal by Andersen Window Replacement
Greensboro, NC
06.2024 - Current
- Acted as the main point of contact for customers throughout the window and door replacement process.
- Coordinated appointments for final measurements, installations, service visits, and project follow-ups, enhancing overall customer satisfaction.
- Managed customer accounts with accurate documentation and timely communication on project updates, fostering strong customer relationships.
- Consistently provide exceptional customer service while managing multiple accounts and priorities in a fast-paced environment.
- Resolve customer concerns related to product orders, installation schedules, warranty requests, and service issues.
- Escalate complex customer concerns and service issues to appropriate departments while maintaining professionalism and customer satisfaction.
- Tracked project timelines, shipping updates, backorders, and installation schedules to ensure timely project completion.
- Review contracts and project details for accuracy, including addresses, product specifications, and financing information.
Remote Patient Scheduling Coordinator
CorVel
Rocky Mount, NC
11.2022 - 03.2024
- Coordinated patient appointments, consistently achieving production goals to enhance scheduling efficiency.
- Coordinated patient appointments while consistently meeting or exceeding production goals.
- Handled inbound and outbound calls to schedule medical examinations and follow-up appointments, ensuring timely access to care.
- Conducted follow-up outreach to boost scheduling opportunities and improve patient engagement.
- Maintained communication with management, clients, and adjusters regarding appointment progress and updates.
- Tracked project timelines and ensured stakeholders were informed of deadlines and status updates.
Data Entry Specialist
McLane Company
United States
03.2022 - 09.2022
- Performed high-volume data entry with exceptional accuracy and efficiency.
- Scanned and uploaded documents into company databases, ensuring accurate record retention and easy accessibility.
- Maintained data integrity and accuracy across multiple systems.
- Resolved customer concerns, enhancing overall customer satisfaction and loyalty.
- Resolved customer concerns while maintaining a strong focus on customer satisfaction.
- Maintained data integrity and accuracy across multiple systems, supporting reliable information retrieval.
Remote Technical Support Representative
Conduent
United States
04.2020 - 01.2022
- Explained technical concepts in clear, non-technical language to users.
- Managed support requests and tracked resolutions using ticketing systems.
- Directed complex customer inquiries to supervisors for resolution.
- Explained technical concepts in clear, non-technical language, aiding user understanding.
Call Center Representative
Alorica
United States
07.2018 - 03.2020
- Achieved company quality, productivity, and call-handling standards consistently.
- Resolved customer concerns to promote retention and customer loyalty.
- Leveraged extensive knowledge of products and services to effectively assist customers.
- Consistently met company quality, productivity, and call-handling standards.
- Addressed customer concerns to enhance retention and foster loyalty.
- Updated and maintained accurate customer account information.
Remote Healthcare Representative
Envision Rx Options
United States
10.2018 - 02.2019
- Guided patients in navigating healthcare coverage, copays, and billing procedures to enhance their understanding and experience.
- Collected and documented patient demographic and medical information.
- Engaged with patients to address appointment scheduling, billing inquiries, and procedural clarifications, ensuring clear communication and support.
- Utilized healthcare terminology to explain policies, procedures, and services.
- Collaborated with medical providers to secure essential information for patient records, streamlining documentation processes.
- Maintained compliance with healthcare privacy and confidentiality standards.
Education
High School Diploma -
Fike High School
Wilson, NCSkills
- Customer Service Excellence
- Complaint resolution
- Appointment coordination
- Call Center Operations
- Data management
- Data privacy
- Quality Assurance
- Customer Engagement
- Service Quality
- Process Improvement
- Customer Interaction
- Microsoft Office Suite
- Team Collaboration
- Records maintenance
- Complex Problem-Solving
- Strategic Planning
Timeline
Retail Service Representative I (Concierge Team)
Renewal by Andersen Window Replacement
06.2024 - Current
Remote Patient Scheduling Coordinator
CorVel
11.2022 - 03.2024
Data Entry Specialist
McLane Company
03.2022 - 09.2022
Remote Technical Support Representative
Conduent
04.2020 - 01.2022
Remote Healthcare Representative
Envision Rx Options
10.2018 - 02.2019
Call Center Representative
Alorica
07.2018 - 03.2020
High School Diploma -
Fike High School