Jameka Hill
Wakefield
Summary
Adaptable customer-focused Customer Service professional with 15 years of experience in customer advocacy, escalated issue resolution, compliance, and associate support. Proven ability to de-escalate complex situations, investigate concerns, identify trends, and deliver exceptional customer experiences.
Overview
7
7
years of professional experience
Work History
Store Associate
7-11 Convenience Store
Wakefield
10.2024 - Current
- Handle high-traffic environment while maintaining accuracy in transactions and cash management.
- Engage positively with each customer, providing professional and polite support for sales and service needs.
- Recognized as Top Performer in July 2025 for exceeding sales goals across targeted product categories.
- Adapt quickly to changing priorities and ensured compliance with safety and operational procedures.
- Maintain store cleanliness and organized merchandise displays.
Member Engagement Coordinator
Benelynk
09.2021 - 09.2024
- Assist Medicare and Medicaid members with accessing benefits and overcoming Social Determinants of Health barriers through inbound/outbound calls.
- Met daily/monthly metrics for enrolling members in relevant programs, often through persuasive.
- Successfully assisted 6,000+ members by September 2023, playing a key role in achieving the company milestone of one million members assisted and driving organizational growth.
- Accurately log calls and member information in CRM systems.
- Follow state/federal regulations and company scripts.
Sr. Risk Coordinator
Capital One
12.2018 - 08.2021
- Handle inbound/outbound calls to customers in order to negotiate payment arrangements. While also helping customers understand their obligation and options.
- Use empathy, transparency and problem-solving skills to guide conversation and find workable solutions.
- Manage escalated issues and complaints, applying de-escalation techniques as needed.
- Maintain clear and complete documentation of customer conversations and actions taken.
- Follow Capital One procedures, guidelines and compliance standards during every interaction.
- Acknowledged in 2019 for demonstrating exceptional influence, leadership and team impact.
Education
Bachelor of Science - Sociology
Norfolk State University
Norfolk, VASkills
- Empathetic and Active Listening
- Strong Verbal and Written Communication
- Time management and Organizational Skill
- Customer Relationship Management
- Remote Collaboration Tools (Slack, Zoom, Teams)
- Quality Assurance
- Conflict Resolution and De-escalation
- Data Entry and Documentation Accuracy
- Knowledge of Products and Services
- Multi-channel Communication (phone, email, chat, sms)
- Performance Metrics and KPIs
Timeline
Store Associate
7-11 Convenience Store
10.2024 - Current
Member Engagement Coordinator
Benelynk
09.2021 - 09.2024
Sr. Risk Coordinator
Capital One
12.2018 - 08.2021
Bachelor of Science - Sociology
Norfolk State University