JHANE SMITH
Columbia
Summary
Accomplished professional with expertise in technical support and customer service, honed at Kelly Services. Proficient in Microsoft Office and adept at conflict resolution, I excel in troubleshooting and problem-solving. Successfully trained new staff, enhancing team efficiency by 20%. Recognized for building strong client relationships and delivering exceptional service.
Overview
7
7
years of professional experience
Work History
Level II Technical Support Advisor
Kelly Services
Florence
06.2024 - 04.2025
- Isolated and troubleshot technical issues with smart devices.
- Reviewed purchase history to assist customers effectively.
- Guided customers through devices using screenshare and relevant keywords.
Long Term Care Worker II
SC Department Of Health And Human Services
Columbia
04.2023 - 10.2023
- Reviewed applications for long-term care assistance and Non-Magi program eligibility.
- Updated records across multiple data recording systems to ensure accuracy.
- Conducted outbound calls to clients and representatives to obtain missing information and communicate upcoming deadlines.
Administrative Assistant II
SC Department Of Health And Human Services
Columbia
03.2022 - 03.2023
- Assessed and amended disability packets for applicants according to individual circumstances.
- Maintained accurate records and files using electronic document management systems.
- Processed incoming correspondence and prioritized tasks for timely responses.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Entered data into spreadsheets using Microsoft Excel or other similar programs.
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
- Handled confidential documents in an organized fashion according to established protocol.
- Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
Customer Service Representative
SC DEPARTMENT OF HEALTH AND ENVIRONMENTAL CONTROL (DHEC)
Columbia
09.2021 - 02.2022
- Managed high-volume inbound and outbound calls to deliver COVID-19 test results to clients
- Assisted customers with inquiries and resolved issues effectively.
- Utilized internal systems for tracking customer feedback and concerns.
- Handled escalated concerns with professionalism and empathy.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Medical Debt Collector
Receivable Solutions Inc
Columbia
03.2019 - 02.2020
- Identified solutions for individuals with medical debt in collections.
- Initiated contact with patients regarding outstanding medical balances.
- Reviewed accounts for accuracy and updated payment information promptly.
- Negotiated payment plans with patients to facilitate debt resolution.
- Documented all interactions with patients in the company database systematically.
- Collaborated with healthcare providers to verify patient information and billing details.
- Trained new staff on best practices for medical debt collection procedures.
- Managed escalation calls to resolve complex issues efficiently.
- Communicated solutions clearly to customers, ensuring understanding and satisfaction.
- Provided expert support for escalated customer issues and complex inquiries.
Customer Service Advisor
Blue Cross Blue Shield of SC
Columbia
01.2018 - 07.2018
- Facilitated ID replacements for customers through effective communication and support.
- Discussed benefits and premium rates with current and prospective customers to enhance understanding.
- Assisted providers in analyzing claim breakdowns and explaining EOBs for clarity.
- Maintained high customer satisfaction by building relationships and fostering trust.
- Troubleshot issues efficiently to ensure smooth operations.
Education
BBA - Human Resource Management
Cleary University
Howell, MI05-2026
High School Diploma -
W.J Keenan High School
Columbia, SC05.2013
Skills
- Microsoft Office proficiency
- Employee training
- Customer service
- Data entry
- Conflict resolution
- Record keeping
- Software installation
- Issue troubleshooting
- Time management
- Technical support
- Application support
- Remote assistance
- Data recovery
- Effective listening
- Problem solving
- Negotiation skills
- De-escalation techniques
- Multi-screen navigation
- Research skills
References
Available upon request
Timeline
Level II Technical Support Advisor
Kelly Services
06.2024 - 04.2025
Long Term Care Worker II
SC Department Of Health And Human Services
04.2023 - 10.2023
Administrative Assistant II
SC Department Of Health And Human Services
03.2022 - 03.2023
Customer Service Representative
SC DEPARTMENT OF HEALTH AND ENVIRONMENTAL CONTROL (DHEC)
09.2021 - 02.2022
Medical Debt Collector
Receivable Solutions Inc
03.2019 - 02.2020
Customer Service Advisor
Blue Cross Blue Shield of SC
01.2018 - 07.2018
BBA - Human Resource Management
Cleary University
High School Diploma -
W.J Keenan High School
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