Zhaibrian Jones
Mocksville,NC
Summary
Remote Customer Service Specialist with a proven track record in healthcare advocacy, payroll management, and technical support seeking to leverage exceptional communication and problem-solving skills to deliver outstanding service in a remote customer services position. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
8
8
years of professional experience
Work History
Payroll Specialist
Paycor
07.2023 - 02.2024
- Assisted with how to manage payroll records for multiple companies, ensuring accuracy and compliance with regulations
- Investigate and resolve discrepancies in all payroll-related tasks
- Perform data entry/imports to payroll and timekeeping systems as necessary to assist with the timely production of payments
- Address employee inquiries related to wages, deductions, attendance, and time records.
Benefits Advocate
Benelynk
07.2021 - 11.2023
- Assisted 20 members monthly in understanding their healthcare benefits, resulting in improved satisfaction and retention rates
- Collaborated with insurance companies to expedite enrollment processes, reducing processing
- Guided 20 members through enrollment, resulting in an increase in eligible beneficiaries accessing healthcare benefits.
Technical Support Representative
Shift4 Payments
04.2018 - 07.2021
- Resolved 50 credit card terminal issues monthly, maintaining a high customer satisfaction rating 100%
- Provided technical support across multiple channels, handling 30 inquiries daily.
- Provided technical assistance to customers through phone, email and chat support.
- Resolved escalated customer service issues in a timely manner.
Member Service Representative
Optum
08.2016 - 01.2017
- Handled 45 inbound calls daily, maintaining an average call resolution time of 10 minutes
- Facilitated prior authorizations and notifications monthly, ensuring timely access to medications for members
- Work and communicate with other health departments including: Clinical, Billing, Psychiatry, etc.
Education
Master of Science in Criminal Justice -
Southern New Hampshire University
10.2024
Bachelor of Science in Criminal Justice with a concentration in Law Enforcement -
North Carolina Central University
05.2019
Skills
- Excellent communication and interpersonal skills
- Problem-solving and critical thinking skills
- Attention to detail and accuracy
- Proficiency in using payroll software and MS Office (especially Excel)
- Remote work experience and familiarity with remote communication tools
- I-9 documentation
- Data Reconciliation
- Billing
- Telephone and email etiquette
- Analytical Skills
Timeline
Payroll Specialist
Paycor
07.2023 - 02.2024
Benefits Advocate
Benelynk
07.2021 - 11.2023
Technical Support Representative
Shift4 Payments
04.2018 - 07.2021
Member Service Representative
Optum
08.2016 - 01.2017
Master of Science in Criminal Justice -
Southern New Hampshire University
Bachelor of Science in Criminal Justice with a concentration in Law Enforcement -
North Carolina Central University
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