Jaimese Hersom
Barskdale AFB
Summary
Dynamic professional with a proven track record at Aetna CVS Health, excelling in customer service expertise and advanced computer skills. Achieved customer satisfaction targets through effective complaint resolution and superior data collection, contributing to the development of Transdev's autonomous technology. Demonstrates exceptional multi-line phone talent and a commitment to continuous improvement, consistently exceeding performance metrics.
Overview
3
3
years of professional experience
Work History
Customer Service Advocate
Aetna, a CVS Health
11.2024 - Current
- Provided clear information about company policies and procedures.
- Assisted customers in finding products and services to meet needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Maintained a positive work environment, fostering team collaboration and continuous improvement.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.
- Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
- Participated in regular performance evaluations, consistently exceeding expectations in key metrics such as first-call resolution rate.
Autonomous Vehicle Trainer
Transdev
01.2022 - 02.2023
- Streamlined incident response processes by promptly reporting any anomalies or malfunctions encountered during operation.
- Promoted a safe work environment through diligent observation of traffic conditions and timely intervention when necessary to ensure public safety.
- Enabled faster software iteration cycles by promptly communicating detailed feedback on vehicle performance, resulting in improved system functionality.
- Maintained strict adherence to company policies and safety protocols while operating autonomous vehicles within designated testing areas.
- Managed data collection efforts during test drives, accurately recording key metrics related to vehicle performance and behavior.
- Contributed to the development of industry-leading autonomous technology by closely observing, testing, and reporting on system advancements.
Education
Associate of Arts - Sociology
Foothill College
Los Altos, CA05-2018
Skills
- Customer Service Expertise
- Accurate Data Entry
- Administrative support
- Complaint handling
- Data collection
- Effective Complaint Resolution
- Advanced Computer Skills
- Appointment setting
- Microsoft outlook
- Live chat support
- Multi-line phone talent
Affiliations
- Military spouse
Languages
English
Full Professional
Timeline
Customer Service Advocate
Aetna, a CVS Health
11.2024 - Current
Autonomous Vehicle Trainer
Transdev
01.2022 - 02.2023
Associate of Arts - Sociology
Foothill College
Similar Profiles
CHRISTINE DOLSCHRISTINE DOLS
SENIOR MANAGER, NETWORK CONTRACTING at Aetna, a CVS Health Company (First Health Network)SENIOR MANAGER, NETWORK CONTRACTING at Aetna, a CVS Health Company (First Health Network)
Stacie Schindler, LPNStacie Schindler, LPN
Manager, Underwriting at Aetna, a CVS HealthManager, Underwriting at Aetna, a CVS Health
Lauren ShafferLauren Shaffer
Senior Analyst, Underwriter at Aetna, a CVS Health CompanySenior Analyst, Underwriter at Aetna, a CVS Health Company