Totiuana Jones
Memphis,TN
Summary
Results-driven Customer Service Professional with 10+ years of experience in high-volume call center and remote environments. Proven ability to resolve complex customer issues, maintain high CSAT scores, and meet performance metrics. Skilled in CRM systems, multitasking, and delivering empathetic, solutions-focused support across phone, chat, and email channels.
Overview
9
9
years of professional experience
Work History
Healthcare Customer Service Representative (Remote)
Teleperformance
05.2023 - 04.2026
- Managed patient support through phone, chat, and email channels.
- Resolved billing claims and benefits inquiries, enhancing patient satisfaction and trust.
- Managed patient records using healthcare management software to ensure accuracy and compliance.
- Achieved key performance indicators, contributing to overall service excellence and operational quality.
Customer Service Sales Manager
Bestway Rental, Inc
02.2022 - 05.2023
- Increased revenue through strategic upselling initiatives.
- Oversaw customer service and sales operations, streamlining processes to enhance overall efficiency.
- Resolved customer issues, contributing to improved customer retention rates.
- Managed hiring and training processes, building team capabilities to better meet customer needs.
Call Center Representative
Concentrix
06.2021 - 02.2022
- Managed high-volume inbound calls, ensuring customer satisfaction through professionalism and empathy.
- Resolved customer issues, contributing to achievement of performance metrics.
- Documented interactions in CRM to ensure accurate record-keeping.
- Adhered to compliance standards, reinforcing trust and integrity in company operations.
Customer Service Representative (Remote)
Progressive
01.2020 - 05.2021
- Delivered remote customer support, resolving customer concerns to ensure high satisfaction.
- Navigated multiple systems to efficiently manage customer inquiries.
- Documented customer interactions to aid future reference and support quality assurance.
- Tracked productivity metrics to assess performance and identify areas for improvement.
Lead Sales Associate / Key Holder
Dollar General
02.2017 - 01.2020
- Provided exceptional customer service, fostering loyalty and repeat business.
- Guided customers through product inquiries, resolving concerns to improve their shopping experience.
- Executed transactions with precision, maintaining financial accuracy.
- Opened and closed store, ensuring proper operational procedures.
Education
High School Diploma -
Hillcrest High School
Memphis, TN05-2017
Skills
- Customer support
- Healthcare systems
- Patient record management
- HIPAA compliance
- Insurance verification
- CRM systems
- Quality assurance standards
- Healthcare troubleshooting
- Call documentation
- De-escalation techniques
- Remote work
- Active listening
Timeline
Healthcare Customer Service Representative (Remote)
Teleperformance
05.2023 - 04.2026
Customer Service Sales Manager
Bestway Rental, Inc
02.2022 - 05.2023
Call Center Representative
Concentrix
06.2021 - 02.2022
Customer Service Representative (Remote)
Progressive
01.2020 - 05.2021
Lead Sales Associate / Key Holder
Dollar General
02.2017 - 01.2020
High School Diploma -
Hillcrest High School