InContact
Christen Jelinski
M
ST PETERSBURG
Summary
Skilled call center professional versed in customer support protocols for Healthcare Benefit accounts. Brings extensive high-call volume experience working with Healthcare consumers. Superior computer skills and telephone etiquette.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
Work History
Senior Payroll Specialist
Paychex Inc
03.2023 - Current
- Ensured compliance with federal and state regulations by staying current on tax laws and filing requirements.
- Resolved employee pay discrepancies swiftly and professionally, maintaining positive relationships with staff members.
- Managed payroll for over 500 employees, ensuring timely and accurate payments.
- Verified and submitted timekeeping information for accurate and efficient payroll processing.
- Provided customer service to employees regarding payroll inquiries and issues.
- Resolved payroll discrepancies quickly and successfully.
Manager of Operations
ConnectYourCare, Now A Part Of Optum Financial
10.2015 - 03.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded proactively and positively to rapid change.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Effectively communicated with customers about account changes, new health products or services and potential plan year upgrades
- Effectively communicated with customers about account changes, new health products or services and potential plan year upgrades
- Cross-trained and provided backup support for organizational leadership
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
- Devised workaround solutions for system -related issues
- Handled over 80 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services
- Promoted to Team Lead (2016)
- Promoted to Supervisor (2017)
- Promoted to Contact Center Manager (2022)
Education
Associate of Science - Medical Insurance Coding
Ultimate Medical Academy - Clearwater
Clearwater, FL 08.2022 - Current
High School Diploma -
Tarpon Springs High School
Tarpon Springs, FL 08.2000 - 05.2004
Skills
Strategic planning
Software
Omni Genysys
Salesforce Service Cloud
Microsoft Office
Power Bi reporting
Pulse
Timeline
Senior Payroll Specialist
Paychex Inc
03.2023 - Current
Associate of Science - Medical Insurance Coding
Ultimate Medical Academy - Clearwater
08.2022 - Current
Manager of Operations
ConnectYourCare, Now A Part Of Optum Financial
10.2015 - 03.2023
High School Diploma -
Tarpon Springs High School
08.2000 - 05.2004