Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jade Jensen

Las Vegas

Summary

Self-motivated Customer Service Lead Representative recognized for multitasking numerous requests to handle direct and escalated customer requirements. Excellent research, communication, and problem-solving abilities. Driven to boost productivity with top-notch analytical and management capabilities. Energetic, focused and experienced coaching and mentoring employees in service delivery, telephone etiquette and troubleshooting. Well-versed in sales, service and conflict resolution.

Overview

8
8
years of professional experience

Work History

Customer Service Lead

Optumhealth Bank
Las Vegas
03.2025 - Current
  • Trained new staff on company policies and customer service techniques.
  • Developed training materials for improved service delivery and consistency.
  • Resolved complex customer inquiries using internal systems and resources.
  • Collaborated with management to streamline operational processes and workflows.
  • Monitored team performance to ensure adherence to service standards.
  • Facilitated regular team meetings to discuss challenges and share best practices.
  • Resolved escalated issues from team members or customers in an efficient manner.
  • Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
  • Participated in regular meetings with senior management team to discuss progress of projects and initiatives related to customer service operations.
  • Coached, monitored and motivated new agents to boost performance and enhance job knowledge.

Customer Service Representative SR

OptumRx
08.2022 - 03.2025
  • Assist members with benefits/account questions.
  • Train new employees on systems, procedures, policies, and company goals.
  • Developed rapport with customers through active listening skills, leading to higher retention rates, and positive feedback from clients.
  • Poet Training classes
  • Provide the best customer service and quality to members.
  • Enhanced customer satisfaction by promptly addressing concerns, and providing accurate information.
  • Managed high-stress situations effectively, maintaining professionalism under pressure, while resolving disputes or conflicts.

Case Consultant

Morgan & Morgan Law Firm
10.2021 - 07.2022
  • Help Clients transfer to legal team, answer questions about account
  • Listen to potential clients situations, give empathy & make them comfortable
  • Researched issues and took appropriate action to resolve issues within turnaround time requirements and quality standards

Production Supervisor

Halo Labs
10.2019 - 10.2021
  • Create labels on Adobe, create logs, manage order fulfillment, and OA departments.
  • Run meetings about numbers, goals for production, run metric reports, inventory reports, set up new processes, and deal with sales and customer support.
  • Create production plans for each month.
  • Resolved issues quickly to maintain productivity goals.
  • Help out in the compliance and purchasing department.
  • Understand business needs, break them down into manageable parts, and tackle the most important ones first.
  • Perform audits on procedures and systems to ensure compliance with state requirements.
  • Oversaw employee training initiatives to ensure all team members were proficient in company procedures, safety regulations, and job-specific tasks.

Marketing Assistant/Community Relations

Seven Hills Orthodontics
08.2017 - 10.2019
  • Coordinate patient and staff events, Manage all social media accounts,Coordinate team photos and contests, Daily emails and reports
  • Marketing meetings to go over marketing reports and brainstorm new ideas
  • Interview candidates for positions to pass on to HR for hiring process
  • Input new data, updated old records and cross-checked information to keep marketing database up-to-date.

Education

Associate of Business Administration - Business Management

College of Southern Nevada
Las Vegas, NV
12-2025

Advanced Diploma -

Coral Academy Of Science
Henderson, NV
05.2015

Skills

  • Professional customer service skills
  • Microsoft Office Specialist certified
  • Adobe Illustrator
  • Call center management
  • Intermediate typing skills
  • Excellent leadership skills
  • Customer escalations
  • Project management
  • Data analysis
  • Analytical thinking
  • Problem-solving
  • Conflict resolution
  • Employee training
  • QA

Timeline

Customer Service Lead

Optumhealth Bank
03.2025 - Current

Customer Service Representative SR

OptumRx
08.2022 - 03.2025

Case Consultant

Morgan & Morgan Law Firm
10.2021 - 07.2022

Production Supervisor

Halo Labs
10.2019 - 10.2021

Marketing Assistant/Community Relations

Seven Hills Orthodontics
08.2017 - 10.2019

Associate of Business Administration - Business Management

College of Southern Nevada

Advanced Diploma -

Coral Academy Of Science

Similar Profiles

CREATE PROFILE