Jeffery Ingram
Graham
Summary
Dedicated Customer Service Representative with a strong background in enhancing customer satisfaction and driving company success. Skilled in establishing rapport and fostering relationships, contributing to effective teamwork and partnership development. Results-oriented professional focused on cultivating client connections and supporting business growth.
Overview
15
15
years of professional experience
Work History
Customer Service Advocate/Work-At-Home-Agent
Active Health-Aetna
Jamestown
01.2015 - Current
- Provided accurate and appropriate information in response to customer inquiries.
- Collected customer feedback and implemented process changes, enhancing customer satisfaction.
- Updated records to maintain accuracy, contributing to effective service delivery.
- Developed customized patient teaching tools to improve patient understanding and engagement.
- Monitored practices to uphold HIPAA regulations and protect patient privacy.
- Delivered on-call care to patients needing assistance, day or night.
- Assisted patients with multiple chronic diagnoses, including COPD and asthma.
- Coordinated with doctors and registered nurses to develop care plans for patients.
- Developed patient care plans, including assessments, evaluations, and nursing diagnoses.
- Provided DHS (Department of Health Services) with corrective action plans.
Security Supervisor
Sunstate
Greensboro
01.2023 - 02.2025
- Supervised security team during daily operations, ensuring adherence to protocols and maintaining operational integrity.
- Monitored surveillance systems to identify and respond to suspicious activities and threats, safeguarding personnel and property.
- Managed incident reports and coordinated response efforts with law enforcement.
- Trained new security staff on procedures and emergency protocols effectively.
- Patrolled premises regularly to detect and prevent security breaches, enhancing overall safety.
Customer Service Representative
AonHewitt(Temporary)
Winston Salem
10.2014 - 12.2014
- Presented and clearly explained insurance policy options to clients based on their needs and goals.
- Delivered accurate information in response to customer inquiries, enhancing client understanding of services.
- Followed up with potential clients to address online information requests and facilitate engagement.
- Researched coverage and premium options and supplied clients with the best coverage available.
- Built customer loyalty by placing follow-up calls for customers who reported product issues.
- Developed effective relationships with all call center departments through clear communication.
- Developed, implemented and monitored new underwriting guidelines for the agency.
Customer Service Representative (Verizon Wireless)
Apac/Nco
Greensboro
03.2014 - 09.2014
- Collected customer feedback and implemented process changes that exceeded customer satisfaction goals.
- Demonstrated mastery of customer service call script within specified timeframes.
- Oversaw call center employees to ensure customer satisfaction goals were consistently met.
- Collaborated with upper management to implement changes that enhanced customer satisfaction.
- Conducted performance reviews for Customer Service Representatives to identify areas for improvement and enhance customer satisfaction.
- Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
- Developed effective relationships with all call center departments through clear communication.
- Trained staff on how to improve customer interactions.
- Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.
Inside Sales Representative (BestBuy)
Apac/Nco
Greensboro
10.2012 - 03.2014
- Engaged new and existing customers to identify needs and propose tailored products and services.
- Implemented a consultative selling approach on all inbound calls.
- Recommended merchandise and guided customers in selection to align with their specific needs.
- Tracked down sources of special products and services to meet customers' special needs.
- Enhanced customer loyalty through follow-up calls addressing product issues and ensuring satisfaction.
- Responded to all customer inquiries in a timely manner.
- Participated in various incentive programs and contests designed to support achievement of production goals.
- Set monthly sales goals of 7% and achieved 16.7%.
- Maintained friendly and professional customer interactions at all times.
Outsides Door to door salesman
Power Home Technologies (Temporary Assignment)
High Point
07.2012 - 08.2012
- Presented security systems to potential customers through door-to-door outreach.
- Coordinated and conducted over 15 appointments weekly, fostering customer relationships.
- Engaged with customers to ensure a positive and professional experience.
- Highlighted product features tailored to customers' needs, enhancing engagement.
- Facilitated collaborative sales calls with existing customers and vendors, driving sales opportunities.
- Negotiated prices, terms of sales and service agreements.
- Maintained knowledge of current sales and promotions, policies regarding payment and exchanges and security practices.
- Attended monthly sales meetings and quarterly sales trainings.
Forklifter
High Point Marsh Furniture (Temporary Assignment)
High Point
06.2012 - 08.2012
- Coordinated employment, compensation, labor relations, and employee relations activities among staff and subordinates to ensure effective workforce management.
- Operated powered lift trucks, floor sweepers, pallet jacks and forklifts safely, with a 0% incident rate.
- Loaded trailers with propane forklift at warehouse, ensuring safe and timely dispatch of goods.
- Selected products for routes based on pick sheets to optimize delivery accuracy and efficiency.
- Removed pallets, freezer boxes and damaged products from returning trailers.
Package Handler (Temporary Assignment)
Dynamic Express(Temporary)
Greensboro
03.2012 - 05.2012
- Unloaded, picked, staged, and loaded products for shipping, ensuring timely dispatch.
- Loaded products weighing up to {10-15} pounds onto trucks for delivery.
- Loaded and unloaded pieces into boxes for shipment.
- Unloading/Loading Trucks.
- Supervised material flow and storage, optimizing global order fulfillment processes.
- Directed personnel in training and labor relations activities, fostering a collaborative work environment.
- Swept and organized floors, ensuring a clean workspace at the end of each shift.
- Attached clear identifying tags to containers for accurate tracking and inventory management.
Team Member
Papa Johns
Jamestown
01.2012 - 03.2012
- Collaborated with team to handle cashier duties, assist with product inquiries, and maintain cleanliness.
- Successfully interacted with customers and retail buyers to expedite orders.
- Managed quality communication, customer support and product representation for each client.
- Resolved customer complaints regarding store and product issues to enhance satisfaction.
- Prepared specialty foods such as pizzas and sandwiches, following specific methods that required quick prep time.
- Strictly followed all cash, security, inventory and labor policies and procedures.
- Ensured cleanliness and safety of kitchen, bathrooms, and exterior areas to uphold store standards.
- Restocked work stations and display cases with products to ensure availability for customers.
Team Member
McDonalds
High Point
08.2011 - 01.2012
- Consistently provided friendly guest service and heartfelt hospitality.
- Greeted customers and provided excellent customer service.
- Maintained high standards of customer service during high-volume, fast-paced operations.
- Contributed to team by performing cashier duties, assisting with products, and maintaining cleanliness.
- Operated the drive-through window and sales register quickly and efficiently.
- Executed food orders within 2-3 minutes to ensure timely service during peak hours.
- Prepared fountain drinks and ice cream items.
- Prevented store losses using awareness, attention to detail and integrity.
- Updated knowledge of store policies on payments, returns, and exchanges to enhance customer service.
Education
Associate of Arts - Business and Administration, Marketing and Advertising, Communications and Psychology, Accounting and Finance, Business Administration and Economics
Guilford Technical Community College
Jamestown, NC02.2026
High School Diploma -
Academy @ Central
High Point, NC05.2012
Skills
- Customer service
- Patient-focused care
- Customer service compliance
- Customer service expert
- Call center experience
- Skilled in call center operations
- Call handling
- Client relationship management
- Customer interface expertise
- Medicare and Medi-Cal
- Managed care knowledge
- Insurance knowledge
- Sales expertise
- Strategic sales
- Sales strategies
- Sales award winner
- Troubleshooting expertise
- Order processing
- Strong problem-solving aptitude
- Creative problem solving
- Strong planning skills
- Exceptional communication skills
- Workplace communication
- Persuasive speaker
- Persuasive negotiator
- Dedicated team player
- Team collaboration
- Detail-oriented
- People-oriented
- Assertiveness
- MS Office
- Microsoft Office proficiency
- Document control
- Call handling
- Document control
- Call center experience
Availability
Open for discussion
Timeline
Security Supervisor
Sunstate
01.2023 - 02.2025
Customer Service Advocate/Work-At-Home-Agent
Active Health-Aetna
01.2015 - Current
Customer Service Representative
AonHewitt(Temporary)
10.2014 - 12.2014
Customer Service Representative (Verizon Wireless)
Apac/Nco
03.2014 - 09.2014
Inside Sales Representative (BestBuy)
Apac/Nco
10.2012 - 03.2014
Outsides Door to door salesman
Power Home Technologies (Temporary Assignment)
07.2012 - 08.2012
Forklifter
High Point Marsh Furniture (Temporary Assignment)
06.2012 - 08.2012
Package Handler (Temporary Assignment)
Dynamic Express(Temporary)
03.2012 - 05.2012
Team Member
Papa Johns
01.2012 - 03.2012
Team Member
McDonalds
08.2011 - 01.2012
Associate of Arts - Business and Administration, Marketing and Advertising, Communications and Psychology, Accounting and Finance, Business Administration and Economics
Guilford Technical Community College
High School Diploma -
Academy @ Central