Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic

Triston Jones

West Monroe,LA

Summary

Knowledgeable and dedicated customer service professional with extensive experience in healthcare industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Customer Experience Associate

Headway
05.2023 - Current
  • Utilized CRM software to maintain detailed records of customer interactions for future reference and analysis of 70-100 individual interactions per day
  • Reduced response times by prioritizing tasks efficiently across multiple channels such as phone, email, and chat support systems
  • Resolved complex issues through diligent research, collaboration with colleagues, and implementation of creative solutions
  • Assist in creating cross functional communications among engineering, benefits teams, credentialing teams, and leadership teams
  • Responsible for daily interaction with clients and providers to ensure timely payouts, correct benefit details, assist in cancellation fees and standard refunds, etc
  • Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information

Claims Concierge

GARNER HEALTH
07.2022 - 09.2023
  • Responsible for responding to members via email, phone, and chat about their claims inquiries with up to 50 individual interactions per day
  • Served as a subject matter expert on specialized claims, providing guidance and support to other team members when needed
  • Collaborated with cross-functional teams to expedite complex claims investigations and resolutions.
  • Conducted detailed assessments of claims documents, ensuring accuracy and completeness before submission for approval
  • Maintaining a high level of organization within Garner's platform and tools, including Zendesk and G Suite
  • Reduced turnaround time for claim settlements by prioritizing tasks and managing deadlines effectively

Engagement Specialist

WHOOP
11.2020 - 05.2023
  • Conduct weekly onboardings with social teams, CrossFit community teams, and affiliate members all looking for a deeper knowledge of WHOOP
  • Responsible for responding to members' inquiries in a timely fashion with knowledgeable, quick solutions that ultimately hold retention values and maintain happy members with a positive, uplifting attitude with members as well as colleagues
  • Assist in cross functional communication, projects, and member meetings across all specialties
  • Upon conducting one on one member meetings, retention rate went up by 2% in the secluded group test study, giving a deeper understanding of the connection necessary to create an incredible member experience
  • Understanding content behind WHOOP device and app and able to effectively communicate processes to superiors, teammates, and members in a comprehensible manner
  • Maintaining a high level of organization within WHOOP's platforms and tools, including Zendesk and G Suite, and Salesforce
  • Expanded market reach by conducting research on industry trends and creating targeted sales strategies
  • Led successful business development efforts, securing new accounts while maintaining existing client relationships

Store Manager

RALLY HOUSE
02.2019 - 11.2020
  • Managed a team of 14+ employees, forecasting store projection and KPI tracking, staffing store for success, and handling payroll and projections
  • Worked to create a team environment where the team felt valued, seen and heard
  • Managed product control and worked to maximize profitability, as well as managing ordering, sales and invoices
  • Ability to organize, delegate, prioritize, meet deadlines and follow-up on all activities within the store
  • Responsible for organizing, game-planning and executing floor moves and merchandising to ensure proper exposure and maximum opportunities for merchandise to be sold
  • Increased store profitability by implementing cost-saving measures and efficient inventory management strategies.
  • Streamlined purchasing processes, negotiating with vendors for better prices and payment terms

Multi-Unit Store Manager

SMOOTHIE KING
06.2017 - 02.2019
  • Responsible for creating a superior team and guest experience
  • Assign, oversee, and evaluate all duties and lead the team in preparation, sales, and service of products
  • Managed a team of 16+ employees across two stores and coached, trained, and hired all new incoming teammates.
  • Increased store profitability by implementing strategic marketing initiatives and sales promotions
  • Enhanced company reputation through community involvement, developing partnerships with local organizations and participating in charitable events
  • Implemented inventory control measures to minimize waste and optimize product availability, ensuring optimal stock levels across all locations

Education

High School Diploma -

Claiborne Christian School
West Monroe, LA
05.2015

Skills

  • Attention to Detail
  • Adaptability
  • Positive Attitude
  • Critical Thinking
  • Decision Making
  • Customer Retention
  • Process Improvement
  • Effective Communication

Certification

Dream Center Leadership Program 2016- 2017

Timeline

Customer Experience Associate

Headway
05.2023 - Current

Claims Concierge

GARNER HEALTH
07.2022 - 09.2023

Engagement Specialist

WHOOP
11.2020 - 05.2023

Store Manager

RALLY HOUSE
02.2019 - 11.2020

Multi-Unit Store Manager

SMOOTHIE KING
06.2017 - 02.2019

High School Diploma -

Claiborne Christian School

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Triston Jones