Titania Banks
Jacksonville
Summary
Knowledgeable Customer Consultant with background in providing top-tier customer service and resolving complex issues efficiently. Successfully managed customer relationships and improved satisfaction levels through proactive approach. Demonstrated strong communication and problem-solving skills in all interactions, ensuring seamless customer experiences.
Overview
19
19
years of professional experience
Work History
Customer Consultant
JEA
12.2021 - 03.2025
- Assisting customers with account navigation, explaining to customer their utility bills, paying bills, bills summary, scheduling payment plans and or payment arrangements, scheduling appointments
- Managed high call volumes, maintaining exceptional service standards while efficiently handling customer concerns.
- Enhanced customer satisfaction by addressing and resolving inquiries promptly and professionally.
Member/Claims Representative
AmeriHealth Caritas
11.2017 - 12.2021
- Handling Providers/members medical questions with Florida Medicaid
- Helping members with enrollment, terming of tpl, member billing, member companies and grievances, and any other medical needs
- Assisting providers with claim information and policies
- Worked productively in fast-moving work environment to process large volumes of claims.
- Followed up with customers on unresolved issues.
Assistant manager
Advance America
07.2017 - 10.2017
- Payday Advances, Cashier, Money gram transaction, Opening and closing office, Assist employees in daily work activities, Questions or concerns
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
Recovery Agent
ERC
02.2015 - 07.2016
- Collections, custom service rep, Inbound and outbound calls
- Maintained equipment and facilities in optimal condition to support optimal launch and recovery operations.
- Upheld strict safety standards and achieved challenging schedule targets with smooth oversight of daily launches and landings.
Customer Service Rep
Cash America Pawn
08.2011 - 10.2014
- Helping customers with extending their valuable pawns and loans
- Purchasing gold jewelry from customers in exchange for financial help
- Assisting Customers in receiving payday advances
- 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.
Sales Associate
Cititrends
01.2011 - 03.2011
- Served customers in a quick productive time
- Helped customers pick out particular merchandise to purchase
- 100 percent Excellent accuracy in cash register activities
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
Customer Service
Convergys
10.2009 - 03.2010
- Helped customers reconsolidate their accounts
- Gathered information used to effectively handle customers
- Handled customers online questions and purchasing
- Boosted customer service scores, attentively addressing and resolving customer complaints.
- Established and maintained client rapport by utilizing quality customer service.
CNA - Certified Nursing Assistant
Southpoint Terrace
01.2006 - 11.2007
- Managed the care of clients daily needs and activities
- Made certain all medications of clients are distributed and taken as needed
- Built a companionship and with the residence
- Assisted patients with daily living activities, promoting independence and dignity.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
CNA
West jax rehab
06.2006 - 10.2006
- Satisfied clients by making sure that they are as comfortable and relaxed as possible
- Assisted clients and their family members with any concerns, request, and special needs
Education
High School Diploma -
William Marion Raines
Jacksonville, FL05-2005
Skills
- Call center experience
- Complaint handling
- CRM software
- Active learning
- Teamwork
- Customer service
- Time management
- Attention to detail
Timeline
Customer Consultant
JEA
12.2021 - 03.2025
Member/Claims Representative
AmeriHealth Caritas
11.2017 - 12.2021
Assistant manager
Advance America
07.2017 - 10.2017
Recovery Agent
ERC
02.2015 - 07.2016
Customer Service Rep
Cash America Pawn
08.2011 - 10.2014
Sales Associate
Cititrends
01.2011 - 03.2011
Customer Service
Convergys
10.2009 - 03.2010
CNA
West jax rehab
06.2006 - 10.2006
CNA - Certified Nursing Assistant
Southpoint Terrace
01.2006 - 11.2007
High School Diploma -
William Marion Raines
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