Michelle Jones
Alexandria
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Lead Customer Service Representative
Lincare
Alexandria
10.2021 - Current
- Assisted customers with inquiries and provided product information.
- Processed customer orders and maintained accurate records.
- Managed customer complaints, ensuring timely resolution and satisfaction.
- Collaborated with team members to improve service efficiency.
- Provided training support for new team members on procedures.
- Engaged with customers through various communication channels effectively.
- Trained new employees on company customer service policies and service level standards.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Answered customers' questions and addressed complaints in-person or by phone to immediately rectify issues.
- Maintained up-to-date knowledge of company products and services.
- Provided guidance and support to customer service representatives.
- Worked with senior leadership to address and resolve disciplinary issues and boost overall team success.
- Developed strategies to improve the overall quality of customer experience.
- Identified opportunities to enhance customer satisfaction levels through process improvements.
- Processed customer account changes with proprietary software.
- Handled inquiries from customers regarding product information or services offered.
- Maintained up-to-date knowledge of products and services offered by the company.
- Collected deposits or payments and arranged for billing.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
Customer Service Representative
State Farm Insurance
Bunkie
09.2013 - 10.2021
- Assisted customers with policy inquiries and claims processing.
- Educated clients on insurance products and coverage options.
- Resolved customer complaints through effective problem-solving techniques.
- Collaborated with underwriters to expedite claims approvals and decisions.
- Provided support during high-volume periods to maintain service quality.
- Analyzed customer feedback to recommend service improvements to management.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Developed strong relationships with customers by providing personalized assistance and support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed positive relationships with customers through friendly interactions.
- Resolved customer complaints promptly and efficiently.
- Identified opportunities for upselling additional products or services based on customer needs.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Collected deposits or payments and arranged for billing.
- Supported sales team members to drive growth and development.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Strengthened customer retention by offering discount options.
- Provided top quality control and eliminated downtime to maximize revenue.
- Prevented key account losses by researching discrepancies and correcting problems.
- Contacted customers about potential service upgrades, new services and account changes.
Customer Service Representative
Lincare
Columbia
01.2003 - 09.2013
- Answered all incoming calls; first contact for referral sources and patients.
- Received service orders from physicians, and other referral sources.
- Coordinated the new patient delivery schedule with the service area.
- Process patient information where accuracy and timely file processing are important.
- Assisted in clean paperwork to be sent to the reimbursement office
- Understood and provided information on insurance guidelines.
Education
High School Diploma -
Bunkie High School
Bunkie05-1994
Some College (No Degree) - Nursing
Northwestern State University of Louisiana
Natchitoches, LASkills
- Team collaboration
- Attention to detail
- Customer Service
- Multitasking
- Organization
- Sales & Negotiation
Certification
- Louisiana Property and Casualty License
- Louisiana Life and Health License
- Louisiana Real Estate Salesperson License
Timeline
Lead Customer Service Representative
Lincare
10.2021 - Current
Customer Service Representative
State Farm Insurance
09.2013 - 10.2021
Customer Service Representative
Lincare
01.2003 - 09.2013
High School Diploma -
Bunkie High School
Some College (No Degree) - Nursing
Northwestern State University of Louisiana