Taj'Jenay Edwards
Minneapolis,MN
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Resourceful Customer Service Representative known for high productivity and efficient task completion. Specialized in communication, problem-solving, and time management skills, ensuring smooth operations in customer service environments. Excel in listening, empathy, and patience, which are crucial for addressing customer needs effectively and building positive relationships.
Overview
8
8
years of professional experience
Work History
Operator/Scheduler
Allina Health
Coon Rapids, MN
09.2023 - 07.2024
- Managed patient refill request, provided messages and request to providers.
- Assisted patient with scheduling appointments.
- Assisted patient with refill request and billing questions
- Provided patient with knowledge of cancellation of appointment, pharmacy questions and provider intake request.
- Scheduled and confirmed appointments.
Health Plan Specialist
Medica
Minnetonka, MN
03.2021 - 08.2023
- Assist member with submitting replacement Id cards and forms (EOB'S, AUTHORIZATION, CERTIFICATE OF COVERAGE)
- Reviewed and analyzed health care claims to identify discrepancies, errors or frauds.
- Managed the daily workflow of members' enrollment applications and insurance claims.
- Provided technical assistance to providers regarding claim status, billing issues, contractual requirements and other related inquiries.
- Researched and resolved complex customer service issues in a timely manner.
- Maintained up-to-date knowledge of state and federal laws governing health plans.
- Advised customers on their rights under existing healthcare plans.
- Documented all customer interactions according to established protocols.
- Explained coverage options to potential policyholders, answering questions or concerns.
Customer Service Representative
Target Northern Campus
Brooklyn Park, MN
08.2020 - 01.2021
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered inbound calls, chats and emails to facilitate customer service.
Housekeeping Manager
Ramanda Inn
Plymouth, MN
07.2020 - 09.2020
- Developed and implemented housekeeping policies and procedures to ensure efficient operations.
- Supervised, trained, evaluated and scheduled staff of 20 housekeepers daily.
- Performed quality control inspections for guest rooms and public areas.
- Resolved customer complaints in a timely manner.
- Maintained accurate records of supplies and equipment inventory.
- Conducted regular meetings with housekeeping staff to discuss performance issues.
- Ordered cleaning supplies, linens, chemicals, amenities. as needed.
- Identified opportunities for process improvements in order to increase efficiency and productivity of housekeeping services.
- Created training programs for new hires including orientation sessions on hotel policies and procedures.
Consumer Banking Representative
Wells Fargo
Shoreview, MN
09.2019 - 06.2020
- Responded to customer inquiries regarding account information, transactions, and services.
- Provided support for online banking activities such as setting up accounts and troubleshooting technical issues.
- Performed daily account maintenance tasks like deposits, withdrawals, transfers, and payments.
- Researched and resolved customer complaints in a timely manner.
- Assisted customers with opening new accounts or changing existing ones.
- Educated customers about the features of different financial products available at the bank.
- Participated in team meetings to discuss strategies for improving customer service standards.
- Established new checking, savings, lines of credit and loans for customer accounts.
- Offered every customer exceptional service levels by remaining friendly and professional during every transaction.
- Performed special services for customers, ordering bank cards and checks.
Collections Representative
iQor
Plymouth, MN
08.2018 - 08.2019
- Contacted customers to discuss and resolve past due accounts.
- Analyzed customer financial statements to determine payment plans.
- Negotiated repayment terms with customers in accordance with company policy.
- Monitored delinquent accounts for timely payment resolution.
- Processed payments received by mail, phone or online transactions.
- Responded promptly to customer inquiries regarding their accounts status.
- Followed up on promises made by customers regarding payments or settlements.
Child Care Assistant
Step by Step Montessori School
Plymouth, MN
09.2018 - 12.2018
- Provided safe, nurturing and stimulating environment for children.
- Maintained accurate records of daily attendance and other related information.
- Observed and monitored the safety of all children in care.
- Developed positive relationships with parents and guardians to ensure their child's needs were met.
- Supported the development of individual plans based on the interests and abilities of each child.
- Read stories, sang songs and taught basic skills such as color recognition and counting numbers.
- Supervised naptime routines and ensured proper sleep habits were maintained.
- Engaged children in meaningful conversations regarding their day-to-day experiences.
- Monitored children's play activities to verify safety and wellness.
Customer Service Representative
Satcom Marketing
Brooklyn Park, MN
09.2017 - 07.2018
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Greeted customers and provided exceptional customer service.
- Developed and implemented strategies for increasing internet sales.
- Conducted research into competitive pricing models, products, services and promotions offered by other companies in the industry.
- Maintained up-to-date knowledge of company's website content, features and functionality.
Call Center Agent
CCS
Hopkins, MN
02.2016 - 06.2016
- Greeted customers in a professional and courteous manner.
- Assisted customers with inquiries, issues and complaints via telephone, email and chat.
- Provided accurate information on products and services to customers.
- Developed and implemented comprehensive insurance plans for clients according to their individual needs.
- Conducted research to identify competitive rates and benefits offered by other providers.
- Provided customers with information regarding plan features, pricing, and availability.
- Educated customers on the importance of maintaining adequate insurance coverage.
- Resolved customer complaints in a timely manner to maintain high satisfaction levels.
- Prepared documents such as applications, endorsements, renewals, cancellations, or other forms required by law or company procedures.
Education
High school or equivalent -
Augsburg Fairview Academy
Minneapolis, MN06.2015
Skills
- Problem-solving
- Account updating
- Attention to detail
- Complaint resolution
- Verbal and written communication
- Customer service
- De-escalation techniques
Assessments
Call center customer service, Proficient, 11/01/23, Demonstrating customer service skills in a call center setting
Timeline
Operator/Scheduler
Allina Health
09.2023 - 07.2024
Health Plan Specialist
Medica
03.2021 - 08.2023
Customer Service Representative
Target Northern Campus
08.2020 - 01.2021
Housekeeping Manager
Ramanda Inn
07.2020 - 09.2020
Consumer Banking Representative
Wells Fargo
09.2019 - 06.2020
Child Care Assistant
Step by Step Montessori School
09.2018 - 12.2018
Collections Representative
iQor
08.2018 - 08.2019
Customer Service Representative
Satcom Marketing
09.2017 - 07.2018
Call Center Agent
CCS
02.2016 - 06.2016
High school or equivalent -
Augsburg Fairview Academy