Jonathan Walker
Nashville,TN
Summary
Professional with experience in beneficiary services, prepared to excel in this role. Strong background in client support, problem-solving, and effective communication, ensuring high levels of satisfaction and resolution. Team-focused, adaptable, and results-driven, with keen ability to collaborate and meet changing demands. Skilled in data management, conflict resolution, and empathetic customer interactions. Reliable and focused on achieving impactful outcomes.
Overview
21
21
years of professional experience
Work History
Beneficiary Service Representative
Morgan Stanley
04.2018 - 07.2024
- Resolved customer inquiries and complaints from multiple channels with moderate supervision.
- Established strong working relationships with beneficiaries, fostering trust and loyalty towards the organization''s services.
- Streamlined the claim processing procedure for increased efficiency and faster service delivery by walking each customer over the process of filling out applications correctly page by page.
- Provided exceptional customer service, resulting in many positive reviews from clients by always scheduling follow up appointments via email and by direct phone call to make sure the client has completed all paperwork and court documents.
- Managed sensitive beneficiary information with utmost confidentiality, adhering to privacy guidelines and regulations for over 120 clients personally.
CUSTOMER CARE REPRESENTATIVE II
CARDINAL HEALTH
12.2017 - 04.2018
- Responsible for establishing, maintaining and enhancing customer business by providing customers with exceptional service as it applies to problem resolution with after sales issues. Acts as liaison for the Customers and Sales group
- Audit Customer Accounts to ensure accuracy i.e., account does not go over limits, personal data is correct
- Provide concise, quality customer service in a professional and courteous manner to both internal and external customer
- Review and respond to customer inquiries and requests via case management, phone, email, web & fax within department service levels
- Provide specialized knowledge and services to our customers with; return authorizations, order traces, complaint resolution, EDI customer setup/maintenance, company website assistance and credit card inquiries and payments
- Track and Trace customer orders to ensure delivery of products
- Assist customers with web registrations and inquiries
- Daily research to resolve customer complaints/issues assigned through Salesforce database, phone, email & web with minimal supervision
CUSTOMER SERVICE AGENT/TEAM LEAD
CVS CAREMARK
03.2016 - 09.2017
- Served as the first point of contact for our members, working to assist with making the best decisions for them regarding their health benefits needs. As team lead I worked with team members on every level, including management. I assisted the Team Supervisor by providing direction to full time and contingent call center representatives and ensure that patient requests were met, and prescription orders were processed accurately and efficiently. This included tracking and reporting progress of projects and analyzing call/performance statistics
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Collaborated with 10 team members to enhance customer service experience and exceed team goals through effective work strategies that coworkers can easily implement in their everyday workflow.
OPERATIONS MANAGER
WALKERS CAFÉ AND GRILL
11.2012 - 09.2017
- Control day-to-day operations by scheduling labor, ordering food and supplies, and developing the restaurant team. Control profit & loss, by following cash control/security procedures, maintaining inventory, managing labor, reviewing financial reports, and taking appropriate actions. Ensure maintenance of equipment, facility, and grounds using a preventative maintenance program. Ensures food quality and 100% customer satisfaction. Ensure complete and timely execution of local marketing programs. Promote a safe working and customer experience environment by facilitating safe work behaviors
CONTRACT DELIVERY DRIVER
Delivered Office
08.2012 - 10.2014
- Sorted product into van according to route. Delivered Office supplies to business and residential customers for Office Depot. Drove a route with personal cargo van from Lavergne to Murfreesboro
INITIAL CLAIMS HANDLER II
PERMANENT GENERAL COMPANY
06.2011 - 08.2012
- Reported to a Claims Supervisor, primarily responsible for investigating and settling vehicle accident claims over the phone and through written correspondence. Handled 1st and 3rd party claims. Conducted investigations to determine coverage and liability making the appropriate payment decisions.
- Evaluated and investigated policy coverage, liability and damages in a timely manner following a set of general claim and statutory guidelines
- Assisted internal and external customers with problems or questions regarding claims by phone or through written correspondence while providing a high level of customer service
- Established initial reserves for all potential exposures and adjust as appropriate throughout the claim
- Investigated claims using a lowest ultimate cost strategy
- Establish and maintain appropriate diary of open claims following company guidelines.
- Conduct thorough investigations which can include obtaining necessary documents and forms from claimants and insureds; conduct recorded statements
- Ensured timely completion of appraisals and determine accident related damages
- Negotiated timely and appropriate settlements with claimants, insureds and attorneys; issued proper payments
CUSTOMER SERVICE AND SALES ASSOCIATE
T-MOBILE
09.2010 - 04.2011
- Resolved account and billing questions for customers by phone. Trouble shoot all phone software and hardware defects. Helped customers with ordering new or refurbished equipment for customers and independently research technical sites to resolve issues. Provided customers with step by step trouble shooting that resolved operational issues. Provided first call resolution and call backs when needed.
SHIPPING DEPARTMENT ASSOCIATE
SIMPLICITY
10.2006 - 07.2010
- Helped distribute and sort orders before shipping. Scanned and packed all incoming orders. Loaded all orders with a forklift on outgoing freight truck.
CUSTOMER ACCOUNT EXECUTIVE
COMCAST CABLE
03.2005 - 10.2006
- Assisted customers with self-install products over the phone. Responsible for resolving accounting and billing questions for customers. Trouble-shoot high speed internet bugs.
CUSTOMER SERVICE AND SALES LEAD
DELL INCORPORATED
10.2003 - 03.2005
- Completed general customer service tasks including: Accounts resolution, sales and shipping information. Co-facilitated training classes during new hire orientations
Education
Associate of Science - BUSINESS INFORMATION SYSTEMS
TENNESSEE STATE UNIVEERSITY
Nashville, TN01.2002
HIGH SCHOOL DIPLOMA -
WHITES CREEK COMPREHENSIVE HIGH SCHOOL
Whites Creek, TN01.1998
Skills
- Aspect (Less than 10 year)
- Citrix (Less than 10 year)
- Adaptability and flexibility
- RETAIL SALES (5 years)
- Customer service (15 years)
- Time management
- Attention to detail
- Multitasking
- Problem-solving abilities
- Calm and professional under pressure
- Reliability
- Understanding customer needs
Timeline
Beneficiary Service Representative
Morgan Stanley
04.2018 - 07.2024
CUSTOMER CARE REPRESENTATIVE II
CARDINAL HEALTH
12.2017 - 04.2018
CUSTOMER SERVICE AGENT/TEAM LEAD
CVS CAREMARK
03.2016 - 09.2017
OPERATIONS MANAGER
WALKERS CAFÉ AND GRILL
11.2012 - 09.2017
CONTRACT DELIVERY DRIVER
Delivered Office
08.2012 - 10.2014
INITIAL CLAIMS HANDLER II
PERMANENT GENERAL COMPANY
06.2011 - 08.2012
CUSTOMER SERVICE AND SALES ASSOCIATE
T-MOBILE
09.2010 - 04.2011
SHIPPING DEPARTMENT ASSOCIATE
SIMPLICITY
10.2006 - 07.2010
CUSTOMER ACCOUNT EXECUTIVE
COMCAST CABLE
03.2005 - 10.2006
CUSTOMER SERVICE AND SALES LEAD
DELL INCORPORATED
10.2003 - 03.2005
Associate of Science - BUSINESS INFORMATION SYSTEMS
TENNESSEE STATE UNIVEERSITY
HIGH SCHOOL DIPLOMA -
WHITES CREEK COMPREHENSIVE HIGH SCHOOL
Additional Information
- CORE COMPETENCIES
- Creative Problem Solver
- Transferable Customer Service Skills
- Positive Attitude
- "Out the Box" Thinker
- Manage Confidential Data with Care
- Team Player
- Managed Customer Files Efficiently
- Excellent Time Management
- Proficient in Salesforce, OIT, Aspect and Citrix Systems
- SKILLS AND ABILITIES
- Technology Savvy
- Self-Starter/Self Motivated
- Ability to Lead and Build Teams
- Problem Solving
- Analytical
- Strong Organizational Skills
- Microsoft Office Suite
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