Stacee Jones
Hampton,VA
Summary
Dynamic customer service professional with extensive experience at Wipro Limited, specializing in client communication and effective problem resolution. Proven track record of enhancing customer satisfaction through targeted support and educational initiatives, along with strong expertise in Microsoft Office Suite and team leadership. Recognized for fostering positive client relationships and achieving outstanding results in high-pressure environments. Committed to delivering empathetic service while adapting to evolving needs, ensuring both customer loyalty and organizational success.
Overview
14
14
years of professional experience
Work History
Customer Service Representative (Remote)
Wipro Limited
08.2020 - Current
- Analyzed and addressed customer service inquiries promptly, facilitating effective support and customer satisfaction.
- Educated clients on consumer-driven health care principles to promote optimal selection of benefit plans.
- Delivered training sessions to enhance customer proficiency in navigating myuhc.com and UnitedHealth Group websites for improved self-service.
- Managed inquiries related to benefits eligibility claims and financial spending accounts, delivering precise information and prompt resolutions in a call center environment.
- Executed systematic updates to databases, ensuring integrity and accuracy of customer data records.
- Organized and led quarterly meetings focused on analyzing customer service performance and defining actionable improvement targets.
- Implemented strategies to foster a supportive customer service culture, resulting in improved customer experiences.
Community Health Worker
New Beginnings 4 Healthy living
08.2023 - 11.2024
- Applied targeted emotional support and behavior modification methods to facilitate improvement in individual well-being.
- Conducted thorough behavior analysis to diagnose and mitigate a range of issues.
- Coordinated efforts between healthcare providers and community organizations to improve service delivery and community health outcomes.
- Assessed client needs and coordinated support services, focusing on crisis intervention for individuals affected by homelessness or poverty.
- Organized and facilitated participation in health fairs and community events to enhance public outreach efforts.
- Analyzed program outcomes and recommended actionable improvements to optimize future initiatives.
- Coordinated outreach efforts to link families with vital social services, promoting better healthcare access and enhanced living conditions.
- Facilitated trust-building initiatives within diverse communities by leveraging cultural competency training and promoting active listening strategies.
Team Lead/Sales Associates
Metro by T-Mobile
01.2015 - 08.2020
- Implemented compassionate service strategies to cultivate positive interactions and drive store sales success.
- Designed and arranged merchandise displays with a focus on maximizing customer engagement and showcasing key products.
- Organized and delivered workshops focusing on improving customer service skills and sales strategies.
- Executed detailed market research to identify customer requirements, enhancing the effectiveness of sales strategies.
- Analyzed sales floor status to proactively address customer needs and maintain appropriate stock quantities.
- Coordinated onboarding activities for new associates, enhancing workplace collaboration and encouraging team-oriented dynamics.
- Conducted thorough analysis of sales reports, providing insights to drive informed decision-making and improve overall sales performance.
- Analyzed operational needs and established scheduling protocols to provide thorough coverage during peak hours and special occasions.
Claim Examiner
Wipro Limited
08.2012 - 01.2015
- Reviewed and processed medical claims according to plan guidelines, maintaining efficiency within established turnaround times.
- Conducted thorough reviews of claims for legitimacy and accuracy, aligning with production and quality assurance protocols.
- Managed detailed tracking and organization of activities for each claim file to enhance operational accuracy.
- Collaborated with senior management to evaluate and enhance claims handling processes based on emerging trends.
- Conducted thorough reviews of policies to establish coverage levels and guide decision-making on approvals or denials.
- Engaged in advanced training programs and educational opportunities to elevate skill set and knowledge base.
- Analyzed and processed claims, verifying compliance with established regulatory guidelines.
- Reviewed and verified documentation accuracy, pinpointing discrepancies to streamline processing operations.
- Collaborated with cross-functional teams to resolve claim-related issues and improve service delivery.
Education
Community Health Worker Certification -
Georgia Health Department
Atlanta, GA08-2023
National and State law real estate studies -
Metro Brokers real estate school
Atlanta, Georgia06-2022
Diploma - General Studies
Norfolk Preparatory High
Norfolk, VA05-2000
Bachelor of Science - Business Administration
Southern New Hampshire University
Hooksett, NH05-2029
Skills
- Skilled in using Microsoft Office tools
- Skilled in using presentation applications
- Excel proficiency
- Experience with various operating systems
- CPR certification holder
- Familiarity with web browsing tools
- Telecom systems expertise
- Client relations expertise
- Sales and marketing strategies
- Community involvement strategies
- Guiding youth through mentorship
- Coaching techniques
- Data entry
- Client communication
- Strategic issue identification
- Organizational time strategies
- Team leadership
- Safety standards implementation
- Remote office availability
- Recordkeeping
- Active listening
- PPE compliance
- Analytical
- Effective decision-making under pressure
- Google drive
- Organization
- Training & Development
- Organizational skills
- Decision-making
- Customer service
- Critical thinking
Timeline
Community Health Worker
New Beginnings 4 Healthy living
08.2023 - 11.2024
Customer Service Representative (Remote)
Wipro Limited
08.2020 - Current
Team Lead/Sales Associates
Metro by T-Mobile
01.2015 - 08.2020
Claim Examiner
Wipro Limited
08.2012 - 01.2015
National and State law real estate studies -
Metro Brokers real estate school
Diploma - General Studies
Norfolk Preparatory High
Community Health Worker Certification -
Georgia Health Department
Bachelor of Science - Business Administration
Southern New Hampshire University