Summary
Overview
Work History
Education
Skills
Timeline
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Jayms Thomas

Ocoee

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

8
8
years of professional experience

Work History

Account Manager II

Paylocity
01.2023 - 01.2024
  • Increased client satisfaction by building strong relationships and addressing their needs promptly.
  • Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
  • Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
  • Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
  • Collaborated with sales team to identify potential upsell opportunities and expand client base.

Title Clerk

Oata Llc
08.2022 - 12.2022
  • Process In State and Out of State Title Transfer, Also Process Car Registration Renewal and Parking Placards as well as maintain Daily Metrics and navigation through multiple screens and computer systems.

Non Fraud Customer Service Representative

CardWorks
03.2022 - 08.2022
  • Inbound Calls 50-100, Navigate through Multiple Screens, Process Claims and Credit Card Disputes and Meet Daily Metrics and Maintain Quality Scores.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

Tech Support

Asurion
09.2021 - 03.2022
  • Answer Inbound Calls 50-100, Navigate through multiple screens and systems and provide Tech support on mobile devices and upsell products, as well as maintain daily metrics and quality Scores.
  • Assisted in the development of standard operating procedures to ensure consistent service quality across all cases handled by the tech support team.

Contact Center Representative

Plansource
06.2019 - 03.2021
  • HR Benefits Role, Answer Inbound Calls 50-100 , Navigate through Multiple Screens, Enrolled Serviced Clients Employees into Health Insurance, Handle Cobra and leave of absence and Cobra Eligibility and Reach out to insurance carriers to verify Eligibility.
  • Participated in regular team meetings, sharing insights on common issues faced by customers for collective problem-solving efforts.
  • Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
  • Managed high call volume while remaining focused on delivering excellent customer experiences.
  • Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
  • Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.

Customer Service Representative

Cvs Health Cvs Health
09.2018 - 05.2019
  • Answer Inbound Calls 40+, Navigate multiple screens, Assist in mailing medication, File Complaints and track calls, Meet Daily Metrics and Maintain Quality Scores

Customer Service Representative

Alight Solutions
04.2018 - 09.2018
  • Answer 30+ Inbound calls Daily, Enroll Qualified Customers in Medicare Insurance, Navigate Through Multiple Screens, Perform Triage calls to the correct Departments, Maintain Quality Scores Each Month.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Answered constant flow of customer calls with minimal wait times.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Customer Service Representative

Convergys
09.2017 - 03.2018
  • HR Benefits Role, Answer Inbound Calls 50-100 , Navigate through Multiple Screens, Enrolled Serviced Clients Employees into Health Insurance, Handle Cobra and leave of absence and Cobra Eligibility and Reach out to insurance carriers to verify Eligibility
  • Answer questions in regards to plans and pension and 401k, and maintain Quality Scores and Daily Metrics.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Customer Service Representative

Adcomm
04.2016 - 06.2017
  • Answer Inbound calls 50-100, Responsible for the setup, to include any troubleshooting, and breakdown of Devices requiring technical support
  • Set up appointments for technicians for installation
  • Also Meet Daily Metrics And Maintain Quality Scores.

Education

Diploma -

Dr.Phillips High

Skills

  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Call center experience
  • Microsoft Excel
  • Client Relations
  • Microsoft Outlook

Timeline

Account Manager II

Paylocity
01.2023 - 01.2024

Title Clerk

Oata Llc
08.2022 - 12.2022

Non Fraud Customer Service Representative

CardWorks
03.2022 - 08.2022

Tech Support

Asurion
09.2021 - 03.2022

Contact Center Representative

Plansource
06.2019 - 03.2021

Customer Service Representative

Cvs Health Cvs Health
09.2018 - 05.2019

Customer Service Representative

Alight Solutions
04.2018 - 09.2018

Customer Service Representative

Convergys
09.2017 - 03.2018

Customer Service Representative

Adcomm
04.2016 - 06.2017

Diploma -

Dr.Phillips High

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