Rhonda Jones
Philadelphia
Summary
Dedicated senior professional with several years of experience in providing superb customer service. Expert in establishing rapport by listening to customers and understanding specific needs. Manage consistent one-call resolution to offer prompt and streamlined service.
Overview
7
7
years of professional experience
Work History
Senior Customer Service Representative
Independence Blue Cross
Philadelphia
03.2023 - Current
- Assisted customers in navigating health insurance options and benefits.
- Resolved inquiries and complaints through effective communication and problem-solving skills.
- Educated members on policy details and claims processes for optimal understanding.
- Documented customer interactions accurately in the company's CRM system.
- Collaborated with team members to improve service delivery and efficiency.
- Handled sensitive information while ensuring compliance with privacy regulations.
- Answered customer inquiries and provided accurate information regarding products and services.
Customer Service Representative
Independence Blue Cross
Philadelphia
10.2018 - 03.2025
- Conducted regular follow-up calls with customers after resolving their issues.
- Resolved customer complaints promptly and efficiently.
- Provided exceptional customer service to ensure customer satisfaction.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Education
Associate of Applied Science - Network And Systems Administration
Community College of Philadelphia
1700 Spring Garden St, Philadelphia, PA 1913005-2017
High School Diploma -
Murrell Dobbins A.V.T.S
150 W Lehigh Avenue, Philadelphia, PA 1913206-1990
Skills
- CRM documentation
- Claims processing
- Troubleshooting inquiries
- Problem solving
- Call control
- Team monitoring
References
References available upon request.
Timeline
Senior Customer Service Representative
Independence Blue Cross
03.2023 - Current
Customer Service Representative
Independence Blue Cross
10.2018 - 03.2025
Associate of Applied Science - Network And Systems Administration
Community College of Philadelphia
High School Diploma -
Murrell Dobbins A.V.T.S