Shirlantis Jones
GREENVILLE,South Carolina
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
5
5
years of professional experience
Work History
Customer Support Specialist
Kelly Connect - Remote
01.2020 - 02.2022
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Improved first-call resolution rates by actively listening to customer concerns and offering appropriate solutions.
- Assisted customers in navigating online resources effectively, increasing their self-sufficiency when dealing with future inquiries.
Customer Service Representative
Sitel-Remote
02.2022 - 06.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Provided exceptional customer service by responding promptly to inquiries from both patients and healthcare professionals.
- Handled customer phone inquiries, providing information and resolving issues, enhancing remote customer service.
Healthcare Customer Service Representative
First Choice Medical - Remote
06.2023 - 04.2025
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Self-motivated, with a strong sense of personal responsibility.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Expedited service times with effective triage of incoming calls, directing patients to the correct department or resource.
Education
Aiken High School
Aiken, SC06-2021
Skills
- Customer Service
- Insurance verification
- Appointment scheduling
- Patient confidentiality
- Call center experience
- Inbound and Outbound calling
- Technical Support
- Insurance Verification
- Typing Proficiency 55 wpm
- Policy Interpretation
- Microsoft Office
- Billing Systems and Software
- HIPAA compliance
Timeline
Healthcare Customer Service Representative
First Choice Medical - Remote
06.2023 - 04.2025
Customer Service Representative
Sitel-Remote
02.2022 - 06.2023
Customer Support Specialist
Kelly Connect - Remote
01.2020 - 02.2022
Aiken High School
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