Livecareer-Resume
Jessica Claire
  • , , 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • resumesample@example.com
  • Date of Birth:
  • India:
  • :
  • single:
Summary

A hardworking detail oriented individual who provides white glove service to my companies clientele. By using out of the box creative problem solving, the LEAN coaching method, and open communication I provide support to my team and further grow their continuous development. I have 5 years of expertise in Customer Service roles and 2 years in Technical Support experience.

Skills
  • Customer service
  • Customer Contact Centers
  • Tele-communications
  • Escalation resolution
  • Problem solving
  • Detail-oriented
  • Inbound and outbound calling
  • Customer relationship management
  • Coaching
  • Troubleshooting
  • Team Support
  • Software troubleshooting
  • Workflow management
  • Quality control
Experience
Member Service Associate, 07/2021 - Current
Gesa Credit Union Pullman, WA,
  • Assisted Peloton Members with troubleshooting all lines of CFU through interactions via chat/phone/and email.
  • Managed customer conflicts and challenging situations by staying calm and accessing internal knowledge bases to develop strategic solutions.
  • Met and exceeded productivity targets by handling every interaction with the mindset of putting our members first and delivering white-glove service.
  • Assisted with the development and implemented an improved New-Hire Production transition program with Supervisor Sheridan Ghiorzi and the selected support team.
  • Under this program pilot test run, we supported the transitional period into the production of a total of 20 new hires. With the focus on progressive learning, the program reduced the rate of questions by 12% in just under 5 days. The feedback received from leadership and our new hire class was overwhelmingly positive with comments that they felt supported by a strong and knowledgeable team, continuously learned a new skill to implement every day, and that the skill level of these experiential new hires upon exit of the pilot program was on par with previous classes in production month two. This program is now the standard ramp process for any new HWSW associates for the Tempe site.
  • Provided consultation and continuous support for HWSW associates in Tempe through the #Tempe-HWSW Slack channel.
  • With my support, my focus was to accelerate the continuous development and learning of the New Hires through the critical 90-day production ramp period. This includes, but was not limited to: Providing IKB articles, approved job aids and other resources, and verbiage for de-escalation when facing difficult situations.
Interim Operations Support Lead, 10/2020 - 07/2021
Mckesson Corporation Des Moines, IA,
  • October of 2020, I was promoted to Interim Operation Support Lead.
  • Took inbound call contacts from the Help Desk queue. Handled between 40 to 70 customer escalations and acted as a consultant to provide support to agents with their inquiries.
  • Completed administrative drug reversals forms following HIPAA guidelines.
  • Escalated adverse drug event cases to the research team. I worked directly with them in reporting symptoms and monitoring outbreak cases.
  • Assisted with creating agenda lists and facilitating team meetings under the guidance of my Supervisor.
  • As of February 2021, I took over the role of the sole delegate to handle outbound voice-mail escalation follow-up calls to complete administrative changes with the physician offices and pharmacies.
Sr. Health Services Associate, 03/2020 - 10/2020
Northshore Glenview, IL,
  • Delivered 5-star service with a smile and ensured that every patient's concern and file was updated in full with complete one call resolution.
  • Reviewed account and service histories to identify trends and issues.
  • Evaluated customer account information to assess current issues and determine potential solutions.
  • Created and maintained facility documents and records, maintaining accuracy while managing sensitive data.
  • Assisted both Prescriber offices and Pharmacies in solving issues with Patient profiles
  • Consistently achieved perfect QA scores for multiple months. I achieved 2 months of perfect 100% scores. My average being 97% for the majority of the 2020 calender year.
Pharmacy Technician, 08/2018 - 06/2019
Mahle, Inc. Muskegon, MI,
  • Received and verified daily incoming drug inventories, reported discrepancies and logged items into inventory system.
  • Assisted pharmacist with clearing high volume of problem prescriptions and customer questions to maintain optimal team efficiency.
  • Created new customer profiles and updated information in pharmacy computer systems.
  • Checked medications for content, accuracy and completeness of all drug packaging and labeling to provide final verification of prescription.
  • Verified and filled over 100 prescriptions per day in busy retail pharmacy setting.
  • Received, reviewed, dispensed and labeled over 100 prescriptions daily with expert accuracy.
  • Researched customer health insurance plans to provide prescription authorization and efficient patient care.
  • Refilled medications, offered insight into over-the-counter products and verified insurance benefits.
Technical Support Representative, 10/2017 - 07/2018
Asurion City, STATE,
  • Supported Verizon Cellular customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
  • Provided technical support after project "Tech Coach" implementation and recommended product changes and upgrades to product managers. Successfully completed an average 96% conversion rate with customers promoting our new tech coach application.
  • Developed and maintained technical expertise in cellular devices, app development, and wireless communication.
  • Identified opportunities to upsell technical products and services, boosting revenues by 84% to existing accounts.
  • Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions.
  • Researched, resolved and followed up on critical escalations and cellular hardware customer issues, earning an average of 76 total 5-star customer review ratings in a one month timespan.
  • Troubleshot Apple, Samsung, and other major cellphone manufactures for hardware issues and worked with service providers to facilitate repairs for end users.
Education and Training
: Psychology, Expected in
-
University of Phoenix - Tempe, AZ
GPA:
High School; Diploma: , Expected in 2008
-
Raymond S. Kellis - Glendale, AZ
GPA:
  • 3.75 GPA

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School Attended

  • University of Phoenix
  • Raymond S. Kellis

Job Titles Held:

  • Member Service Associate
  • Interim Operations Support Lead
  • Sr. Health Services Associate
  • Pharmacy Technician
  • Technical Support Representative

Degrees

  • Some College (No Degree)
  • High School; Diploma

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