Summary
Overview
Work History
Education
Skills
Timeline
AssistantManager
Jamaar Glenn

Jamaar Glenn

Fort Wayne,IN

Summary

Dynamic Executive Escalation Specialist with over 11 years of proven expertise in delivering exceptional customer service and meticulous record-keeping. Possesses outstanding communication and listening skills, coupled with a proactive approach to identifying and resolving complex issues. Demonstrates strong leadership and problem-solving abilities, leveraging independent decision-making and sound judgment to enhance customer and client relations effectively. Committed to fostering positive experiences and driving continuous improvement in service delivery.

Overview

18
18
years of professional experience

Work History

Executive Escalation Specialist

Inspira Financial (Formerly PayFlex)
04.2023 - Current
  • Addressed Executive Leadership escalations, Formal and Social Media complaints, Better Business Bureau complaints and reviews, Legal threats, and Compliance matters.
  • Observed employee's individual strengths and initiated coaching to improve areas of weakness.
  • Frequently collaborated with other areas of business to obtain the quickest resolution.
  • Monitored and analyzed account holder feedback to track patterns in feedback, and relayed areas for improvement to management through monthly meetings and reports.
  • Handled the most problematic account holders to assist lower-level employees and maintain excellent customer service.
  • Participated in customer service training for internal teams to share knowledge and experience and improve quality of customer service.

Quality Analyst

Inspira Financial (Formerly PayFlex)
09.2018 - 04.2023
  • Works closely and collaborates with external vendor EXL to ensure alignment with our auditing process
  • This includes monthly calibrations and auditing of their quality coaches
  • Worked with development team to develop and train SUE (a new, single sign-on platform) to agents
  • Assisted with the development and rollout of an enhanced version of SUE, called Engage
  • This included creating a training guide and Engage manual
  • Contributed to our new Quality scoring protocols implemented early 2020
  • Audited the calls of offshore agents and worked as the point-of-contact between EXL and onshore
  • Main point-of-contact between our Compliance dept and Quality
  • Member of the Employee Survey Workgroup (The Game Changers)
  • Developed and administered Wired Commute training
  • Occasional backup when supervisor was out of office.

Customer Service Representative Team Lead

Inspira Financial (Formerly PayFlex)
12.2014 - 09.2018
  • Contracted through Cornerstone from November
  • Senior Customer Service Representative
  • Officially hired as a full time employee with Aetna December 29, 2014.
  • Proficient in CBAS, HSA Portal, FDR, Aetna Commuter Portal, Alchemy, ECHS, WeQ, and Plan Sponsor Tool.
  • I have been trained in HCFSA, LPFSA, Dependent Care, HSA, HRA and Aetna Commuter Benefits.
  • Assisted Customer Service Representatives with escalated calls and issues.
  • Provide mentoring
  • Commuter Mailbox - Responsible for monitoring Commuter Mailbox and addressing issue regarding Aetna Commuter Benefits, including: password resets, opening tickets, researching issues.

Customer Service Representative

Inspira Financial (Formerly PayFlex)
11.2013 - 12.2014
  • Assisted member with issues and inquiries regarding Flexible Spending Accounts, Health Savings Accounts, Dependent Care Accounts, Health Reimbursement Arrangements, Commuter Benefits, as well as belonging to a designated group of representatives who have further training regarding specific accounts.

Room Service Associate

Lutheran Hospital
06.2012 - 10.2013
  • Prepared and delivered meals to patients
  • Washed and organized pots, pans and dishes
  • Assisted others with their miscellaneous daily responsibilities so that the kitchen could run smooth and efficiently
  • Trained others to perform the same duties and responsibilities.

Banbury Person, Forklift Operator

B.F Goodrich
05.2008 - 08.2010
  • Mixed, monitored and stacked rubber that was used for tire making
  • Organized pallets of rubber and tires in the most efficient manner so others can safely and quickly access them
  • Trained others to perform the same responsibilities.

Sales Associate

Fazolis
03.2007 - 05.2008
  • Prepared food for customers
  • Cashier
  • Oversaw food preparation.

Education

High School Diploma -

WAYNE HIGH SCHOOL
Fort Wayne, IN
06.2007

Skills

  • Microsoft Word, Excel, PowerPoint, Outlook, and Teams
  • Hootsuite
  • Customer relations
  • Leadership/communication skills
  • Team player
  • Executive Escalation support
  • Research and analysis
  • Complaint resolution
  • Critical thinking
  • Problem-solving
  • Active listening
  • Inbound and outbound calling

Timeline

Executive Escalation Specialist

Inspira Financial (Formerly PayFlex)
04.2023 - Current

Quality Analyst

Inspira Financial (Formerly PayFlex)
09.2018 - 04.2023

Customer Service Representative Team Lead

Inspira Financial (Formerly PayFlex)
12.2014 - 09.2018

Customer Service Representative

Inspira Financial (Formerly PayFlex)
11.2013 - 12.2014

Room Service Associate

Lutheran Hospital
06.2012 - 10.2013

Banbury Person, Forklift Operator

B.F Goodrich
05.2008 - 08.2010

Sales Associate

Fazolis
03.2007 - 05.2008

High School Diploma -

WAYNE HIGH SCHOOL

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