JANELL FORD
Palmdale
Summary
A customer service professional with focus on delivering high standards and achieving results. Known for effectively addressing customer concerns and contributing to improved service processes. Strong collaborator, adaptable to changing needs, and skilled in active listening and conflict resolution. Reliable and team-oriented.
Overview
8
8
years of professional experience
1
1
Certification
Work History
CEA Customer Experience Associate
Magellan Health
12.2024 - Current
- - Provide customer-centric service to mental health members and providers, authorizing treatments and handling claims accurately and compassionately.
- - Prioritize safety, confidentiality, and privacy standards for all information and communications.
- - Respond promptly to inquiries in a calm, clear, and friendly manner, creating positive experiences.
- Remote
Learning Ambassador/Process Guide/Associate
Amazon
09.2023 - 11.2024
- - Lead team briefings and safety checks, ensure adherence to safety protocols and company policies.
- - Conduct regular audits to enhance efficiency and train new team members on safety and work procedures.
Provider
In-Home Supportive Services
06.2022 - 09.2023
- - Provided personal care, mobility assistance, medication reminders, and safety support to clients.
Data Collector
Niantic
10.2022 - 06.2022
- - Accurately captured data with confidentiality, escalated safety concerns promptly.
School Photographer
Strawbridge Studios
09.2020 - 06.2021
- - Interacted warmly with school staff and students, ensured safety protocols followed on-site.
Client Service Representative
Bank of America
06.2019 - 03.2020
- - Handled financial transactions with a focus on safety, privacy, and compliance.
Shoe Selling Specialist
Dillard's
09.2017 - 04.2019
- - Assisted customers with purchases, returns, and restocking while providing friendly service.
Education
High School Diploma -
Moanalua High School
Honolulu, HI05.2014
Skills
- Customer service and hospitality expertise
- - Technical Proficiency (Microsoft Office, Zoom), Physical Stamina & Adaptability, Training & Leadership, Team Collaboration
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Certification
- Certified Claims and Authorization Specialist, Magellan Health - Within 4 months
Languages
English
Native or Bilingual
Spanish
Limited Working
Timeline
CEA Customer Experience Associate
Magellan Health
12.2024 - Current
Learning Ambassador/Process Guide/Associate
Amazon
09.2023 - 11.2024
Data Collector
Niantic
10.2022 - 06.2022
Provider
In-Home Supportive Services
06.2022 - 09.2023
School Photographer
Strawbridge Studios
09.2020 - 06.2021
Client Service Representative
Bank of America
06.2019 - 03.2020
Shoe Selling Specialist
Dillard's
09.2017 - 04.2019
High School Diploma -
Moanalua High School
Hobbies and Interests
Volunteering, Travel, Fitness, Language Learning, Personal Development, Cooking
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