Zatacia Jarrett
Brooklyn,NY
Summary
Experienced in providing exceptional customer service and skilled at efficiently managing multiple tasks in dynamic environments. Meticulous and collaborative team player with strong organizational capabilities. Seeking a role to enhance current skills and take on professional challenges. Excellent interpersonal skills, time management, and problem-solving expertise.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
MetroPlus Health Insurance
11.2021 - Current
- Managed an average of 30-45 customer calls daily, maintaining a positive attitude and focusing on client satisfaction
- Addressed customer inquiries and provided tailored recommendations to fulfill their needs effectively
- Leveraged dual monitors and computer resources to accurately research and respond to queries regarding eligibility, benefits, claims, and authorizations
- Established service education for potential members, highlighting features and benefits pertinent to their medical care requirements
- Successfully maintained a high volume of inquiries using Salesforce while adhering to excellent phone etiquette and achieving a Quality Assurance score of 90 or better
Activities Coordinator
Rainbow Adult Social Daycare Center
01.2019 - 03.2020
- Planned and organized engaging daily activities and recreational programs tailored to meet the social, cognitive, and physical needs to senior participants
- Built positive relationships with participants, fostering a welcoming and inclusive environment
- Also, communicated regularly with families and caregivers to provide updates on participant engagement and well-being
- Ensured activity areas were clean, organized, and safe for participants 65 an older, while collaborating with staff and volunteers to enhance program offerings and improve participant experiences
- Coordinated special events, themed celebrations, and holiday programs to enhance participant engagement and enjoyment
Customer Service Representative
Fidelis Care New York
02.2017 - 12.2019
- Provided exceptional customer service in a fast-paced environment, resolving member inquiries and issues promptly while handling 40 to 50 calls a day.
- Collaborated with team members to enhance service delivery and improve customer satisfaction metrics
- Assisted in training new staff members on customer service protocols and systems, fostering a positive work environment
- Conducted follow-up calls to ensure member satisfaction and to reinforce service commitments
- Actively participated in team meetings to discuss process improvements and share best practices
Education
Associate of Arts - Mental Health
LaGuardia Community College of The City University of New York
Long Island City, NY01.2020
High School Diploma -
Benjamin Banneker Academy
Brooklyn, NY06.2009
Skills
- Typing Speed: 55 WPM
- Office Support & Organizational Skills
- Team Building
- Proficient in Microsoft Office Suite 2023
- Motivational Interviewing for Human Services
- Office Equipment Proficiency
- Call Center Operations
- Adaptability
- Program and Project Management
- Calendar Management
- Budget Creation
- Customer service
Timeline
Customer Service Representative
MetroPlus Health Insurance
11.2021 - Current
Activities Coordinator
Rainbow Adult Social Daycare Center
01.2019 - 03.2020
Customer Service Representative
Fidelis Care New York
02.2017 - 12.2019
High School Diploma -
Benjamin Banneker Academy
Associate of Arts - Mental Health
LaGuardia Community College of The City University of New York
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