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Jihan Jackson

Experienced Customer Service Representative

Summary

Energetic, results-driven customer service professional with more than 5 years of experience and a track record of working well without supervision. Proficient in conferring with customers by telephone or in person to provide information about products or services. Expert in taking or entering orders, canceling accounts and obtaining details of complaints. In-depth knowledge of principles and processes of customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

Career Objective

  • Secure a position that will enable me to use my strong communication & organizational skills, customer service background and my ability to work well with people.
  • Obtain a position as a team-player in a people-oriented organization where I can maximize my customer-service experience in a challenging environment to achieve the corporate goals.
  • Obtain a customer service management position where I can effectively utilize my expertise in customer relations and staff leadership.

Work experience

September 2017Present

Senior Service Advocate

Aetna

Single Point of Contact for handling member service inquiries, issues, and education via telephone, internet, web-chat, email, written correspondence, walk-ins, and “on-boarding” programs.

Acts with fast knowledge using integrated service tools.

Engages, consults and educates members based upon the member’s unique needs, preferences and understanding of the Consumer Business suite of services.

Provides end to end accountability for the member.

Answers questions and resolves issues as a "single-point-of-contact" based on phone calls, letters, email, internet, chat, outreach programs, and walk-ins from members.

Provides information based on Consumer Business or business unit specific suite of services.

Explains member plan of benefits, member’s rights and responsibilities in accordance with contracts and contracted arrangements, claim status information, full range of benefit coverage, plan eligibility, premium payment and billing.

 Builds a trusting relationship with the member by taking accountability to fully understand the member’s needs.

 Walk members through programs, Aetna tools and resources to support better health care consumer behaviors.

 Initiates out-reach/welcome calls during “on-boarding” to educate member of available tools, plan programs, on-line and mobile application, resources, etc.

 Ability to resolve complex issues with sensitivity and discretion.

 Takes ownership of each member contact to resolve their issues and connect them with additional services as appropriate.

 Documents and tracks all member contacts, events, and outcomes via appropriate systems and processes.

Uses communication skills to build relationships with both internal and external members/constituents.

 Uses applicable system tools and resources to produce and/or quality letters and spreadsheets in response to inquiries received.

 Handle multiple functions and/or multiple products while maintaining and/or exceeding performance standards.

 Identifies issues that need to be escalated appropriately and offers suggestions for resolution.

 Demonstrates professionalism and presents a positive image of the company when interacting with members and constituents.

 Supports individual, team and business goals and initiatives; accepts ownership for individual results.

 Handles escalated calls and issues.

 Assist with research and participate or lead special projects/initiatives addressing service issues and support of staff.

 Demonstrates strong member focus and utilizes all available resources to ensure prompt member satisfaction within the department or engaging appropriate department.

 Demonstrates functional expertise and leadership ability. Serves in a Lead role for team members and may act as a backup to supervisor,

 Through in-depth analysis, identifies complaint trends and any emerging member service issues and works to develop solutions to address potential problems.

March 2016July 2017

Customer Care Representative

Alliance Data

listening and problem-solving skills to investigate and fix customer’s issues

Putting into action  good judgment to know when to ask for help with a customer, how to interpret a customer’s financial profile and how to balance taking care of the customer with taking care of our client’s business

Updating the computer system during and each call to keep our systems up to date

Striving to achieve or exceed goals through teamwork within a friendly competitive environment

Maintaining composure when handling escalated/difficult calls

Maintaining a high level of attention to details

Aug 2015March 2016

Customer Service Representative

Regency Finance Company

Performs receptionist duties including answering telephones and greeting customers at the counter.

Directs all questions to personnel that would be able to assist customers needs. 

Operates the main cash drawer in the office balancing daily. 

Processes customer payments on loans in person and by mail and investment deposits and withdrawals.

Processes all loans and sales finance contracts. 

Takes sales and develops sales applications for approval by the Assistant Branch Manager or the Manager of Branch. 

Works with managers and co-workers to process loans and keep office files updated.

Establishes new customer accounts, solves problem and answers questions or concerns. 

Takes applications to solicit and sell loans. 

Pulls Credit Bureau reports to verify information and investigate applications. 

Develops applications for approval with recommendations to the Assistant Branch Manager or the Manager of Branch.
Works delinquency and solicitation routes as directed by the Manager of Branch.
Maintains stock and supply inventory. 

Keeps customer records and files for all loans and investment documents. 

Processes all paid out files and lien releases.

Feb 2011Jun 2015

Teller

Wells Fargo

Demonstrated skill in use of computers

Demonstrated ability to achieve individual and team goals

Positive approach in interactions with customers and team members

Reliable attendance

Excellent communication skills

Ability to work a schedule that includes working weekends and some holidays

Cash handling experience

Selling products and services

Education

Jan 2013Aug 2017

Bachelor of Science in Health Administration with a concentration in Health Management

University of Phoenix

The Bachelor of Science in Health Administration (BSHA) Program is designed to integrate a framework of general education courses with a health care curriculum that provides the graduate with the foundational knowledge needed to enter today’s challenging health industry. The BSHA curriculum focuses on the basic body of knowledge, understanding, and skills identified as relevant to an ever expanding and diverse health care arena.