Aniya Jackson
Columbus
Summary
Efficient Remote Agent known for productivity and ability to complete tasks swiftly. Possess specialized skills in customer service, data entry, and appointment scheduling. Excel in communication, problem-solving, and multitasking, ensuring smooth operation of customer needs and satisfaction, that's works to keep and increase customers satisfaction with every call.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Foundever (Remote)
06.2024 - 04.2025
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Excelled in exceeding daily NPS score goals.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Updated system with order specifics and customer details, preferences, and billing information.
- Answered inbound calls, chats and emails to facilitate customer service.
- Answered customer inquiries and provided accurate information regarding their insurance.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Maintained a high level of professionalism when dealing with difficult customers.
- Conducted regular follow-up calls with customers after resolving their issues.
- Processed credit card transactions through Point-of-Sale terminals or online systems.
- Provided support to other departments within the organization as needed.
- Explained complex insurance plans in simple language for easy understanding.
- Responded quickly and accurately to inquiries from clients regarding their coverage plans.
- Explained coverage options to potential policyholders, answering questions or concerns.
Scheduling Agent
Aspen Dental( Remote)
05.2022 - 06.2023
- Identified needs of customers promptly and efficiently.
- Set and confirmed customer appointments.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Answered inbound calls, chats and emails to facilitate customer service.
- Used trained sales techniques to reach company goals of appointments set and customer satisfaction
- Monitored customer satisfaction levels through surveys and feedback forms.
- Collaborated with new customers to give details about company offerings.
- Assisted in scheduling, rescheduling, and canceling appointments for patients.
- Provided timely, courteous, and knowledgeable responses to information requests.
- Answered incoming calls from potential new patients and existing patient inquiries.
- Ensured compliance with HIPAA regulations when handling confidential information.
- Resolved customer complaints in a professional manner.
Front Desk Receptionist
Best western Executive Suites
Columbus
02.2020 - 01.2022
- Used company badging system to create badges for new employees and visitors.
- Provided administrative support such as filing documents, photocopying and scanning materials.
- Handled incoming and outgoing mail and packages.
- Scheduled space or equipment for special programs, meetings and conferences.
- Resolved any customer complaints or issues in a timely fashion following established protocols.
- Explained policies and procedures to visitors.
- Greeted customers, answered general questions and directed to appropriate locations.
- Answered incoming calls, directed them to appropriate personnel and took messages.
- Protected clients' rights by maintaining confidentiality of personal and financial information.
- Provided administrative support including photocopying, faxing, and filing.
- Prepared daily shift close reports and balanced cash register to accurately reflect transactions.
Education
High School Diploma -
Columbus High School
Columbus, MS05-2022
Skills
- Customer service
- Appointment scheduling
- Data entry
- Administrative support
- Time management
- Problem solving
- Communication skills
- HIPAA compliance
- Sales techniques
- Leadership
- Microsoft office
- Inbound calls
- Outbound calls
- Chat
- Claims
- Adaptability
- Relationship building
Timeline
Customer Service Representative
Foundever (Remote)
06.2024 - 04.2025
Scheduling Agent
Aspen Dental( Remote)
05.2022 - 06.2023
Front Desk Receptionist
Best western Executive Suites
02.2020 - 01.2022
High School Diploma -
Columbus High School