Jeshay Maupin
Fayetteville
Summary
Hard-working professional with 10 years of work experience and a proven knowledge of case work, community outreach and counseling. Aiming to leverage my abilities to successfully fill the role at your company. Customer Service Representative proficient in customer support in high call volume environments. Superior computer skills and telephone etiquette
Overview
14
14
years of professional experience
Work History
Bank Voice Associate
Capital One
11.2024 - Current
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Transferred funds between accounts
- setting up external accounts
- Analyzed customer data to identify trends and anticipate customer needs.
- Provided balances
- Recommended other banking products to satisfy customer needs
- closed accounts
- assisted with trouble shooting
- provided debit card status
- Assisted with filing dispute for fraud transactions
- Provided resolution to dispute
- Provided transaction history
- Provided statements and VOD(verification of deposit)
- Presented products and services to customers using in-depth knowledge to answer questions.
- Streamlined online banking processes, increasing operational efficiency and reducing turnaround times.
- Implemented feedback from clients to improve overall user experience within the web-based platform.
- Enhanced user experience by troubleshooting and resolving online banking issues promptly.
Client Service Advisor
Blue Cross And Blue Shield Of NC
Fayetteville, NC
05.2023 - Current
- Intake, manage, track and resolve inquiries, issues, and escalations raised group admins, brokers etc.
- Identifies, analyzes and resolves complex operational issues impacting employer groups.
- Secures the service deliverables with the account and identifies task and expectations from the group and fulfills deliverables.
- Escalate high-priority or high-risk issues to Client Success Lead as needed to determine and carry out resolution.
- Develop relationships with groups to understand their corporate goals, processes, procedures and systems to provide support for the relationship with Blue Cross NC.
- Provides plan/benefit administration support to client.
Coaching Advisor
Blue Cross And Blue Shield Of NC
Fayetteville, NC
10.2019 - 05.2023
- Taking escalations for members and providers
- Escalating issues that have pended for longer than expected turn around time
- Research claims mailback
- Creating responses for providers
- Taking high volume calls for individuals and group members
- Verifying and explaining medical, dental, vision and prescription benefits with members
- Going over claims,(including bluecard home) but not limited to explaining claims in full detail, reviewing the accuracy of the claim, and sending claims to be corrected if applicable
- Active listening skills
- Walking member through blue connect accounts to obtain information, including but not limited to benefits, claims and finding a provider online
- Ordering ID cards
- Connecting members to various departments to fulfill the needs of their call if applicable
- Emailing and faxing information to member or provider on member behalf
- Demonstrating great customer experience
- Sending demographic information to be corrected if applicable
- Ex address, name date of birth to applicable department
- Conducted in depth research to gain knowledge to be able to convey the Accurate information to members
- Resolved members' concerns with in-depth explanation of the research
- Verifying Hipaa
Customer Service
AT&T, CSR
Fayetteville
01.2018 - 10.2019
- Mi60(manager 60, Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly
- Defused volatile customer situations calmly and courteously
- Addressed and resolved customer product complaints empathetically and professionally
- Answered an average of 180calls per day by addressing customer inquiries, solving problems and providing new product information
- Routinely answered customer questions regarding merchandise Credit checks
- Adding and removal of plans/ plan explanation
- Transferring of calls
- Met monthly performance stats based off customer surveys
- Asked open-ended questions to assess customer needs
- Answered customer questions about product availability and shipment times
- Coordinated between the billing department and customers to resolve problems
- Processed credit payments rapidly and accurately
US
Teletech
Hopkinsville, KY
11.2015 - 12.2017
- Taking back to back calls for Usaa bank
- Assisting members with their inquiries about a number of their banking products
- Transferring members to appropriate department in certain circumstances
- Transferring funds between accounts
- Filing bank disputes
- Closing accounts/Opening accounts
- Reissuing debit cards/canceling them
- Verification of funds
- Helped customers prepare documents required to complete transactions and process requests.
- Counted currency, coins and checks in cash drawer, night depository and ATM.
Customer Service Rep
Sykes Enterprise, THIRD PARTY AT
Fayetteville, NC
02.2012 - 05.2015
- Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly
- Defused volatile customer situations calmly and courteously
- Addressed and resolved customer product complaints empathetically and professionally
- Answered an average of 180calls per day by addressing customer inquiries, solving problems and providing new product information
- Routinely answered customer questions regarding merchandise and pricing
- Credit checks
- Adding and removal of plans/ plan explanation
- Transferring of calls
- Met monthly performance stats based off customer surveys
- Asked open-ended questions to assess customer needs
- Answered customer questions about product availability and shipment times
- Coordinated between the billing department and customers to resolve problems
- Processed credit payments rapidly and accurately
- Greeted customers in a timely fashion, while quickly determining their needs
- Troubleshooting Customer devices
Education
High School Diploma - Billing And Coding
B Wilkins
AlgerSkills
- Classroom Observation
- Educational Problem Identification
- Calm and Professional Under Pressure
- Attention to detail
- Time management
- Customer service
- Product knowledge
- New hire training
- Client engagement
Timeline
Bank Voice Associate
Capital One
11.2024 - Current
Client Service Advisor
Blue Cross And Blue Shield Of NC
05.2023 - Current
Coaching Advisor
Blue Cross And Blue Shield Of NC
10.2019 - 05.2023
Customer Service
AT&T, CSR
01.2018 - 10.2019
US
Teletech
11.2015 - 12.2017
Customer Service Rep
Sykes Enterprise, THIRD PARTY AT
02.2012 - 05.2015
High School Diploma - Billing And Coding
B Wilkins