Jane Ennis
Orlando
Summary
Dynamic Client Engagement Strategy Coach with a proven track record at Synergy, driving operational excellence and enhancing client outcomes. Expert in process optimization and team leadership, I successfully implemented training programs that improved accuracy. Adept at cross-functional collaboration and conflict resolution, I elevate team performance and client satisfaction.
Overview
5
5
years of professional experience
Work History
Client Engagement Strategy Coach
Synergy
Orlando
01.2025 - Current
- Led operational strategy and performance initiatives for 20+ specialists across intake, claim retrieval, and pre-settlement workflows, enhancing service delivery.
- Monitored KPIs, identified trends, and implemented process improvements, improving accuracy and throughput in workflows.
- Partner cross-functionally with leadership, IT, and training teams to streamline workflows and enhance client outcomes.
- Developed training materials, SOPs, and coaching plans, fostering team growth and ensuring consistency in service delivery.
- Serve as an escalation point for complex client matters and high-priority cases.
Claim Retrieval Team Lead
Synergy
Orlando
01.2023 - 01.2025
- Supervised and coached team of 8 specialists in high-volume claim retrieval and documentation, enhancing overall team capability.
- Monitored productivity and quality metrics, ensuring timely, accurate case progression and maintaining high standards.
- Provided real-time feedback and training to improve performance and reduce errors.
- Coordinated with internal teams to identify and resolve workflow bottlenecks, improving service levels.
Lien Resolution Case Manager
Synergy
Orlando
01.2022 - 01.2023
- Managed complex lien resolution cases, ensuring accurate documentation and timely follow-up to facilitate efficient case closure.
- Communicated with providers, insurers, and legal teams to verify balances and resolve discrepancies, enhancing overall case accuracy.
- Tracked case progress and maintained detailed records, supporting compliance and reporting requirements.
Customer Support Specialist
Synergy
Orlando
01.2021 - 01.2022
- Delivered high-volume client support, resolving inquiries and guiding customers through complex processes to enhance customer satisfaction.
- Fostered strong relationships through clear communication and consistent follow-through, improving customer loyalty.
- Maintained accurate records and escalated issues, facilitating timely resolution of customer concerns.
Education
Bachelor's degree - MULTI/INTERDISCIPLINARY STUDIES
University of Central Florida
Orlando, FL01.2018
Skills
- Client engagement
- Training strategies
- Training design
- Operational strategy
- Process improvement
- Quality Management
- Operational efficiency
- KPI monitoring
- Documentation accuracy
- Operations & Team Leadership
- Problem solving
- Conflict resolution
- Collaborative teamwork
Additional Relevant Experience
Experience across multiple cosmetics brands in customer-facing and leadership roles. Strong foundation in brand standards, client experience, and retail performance.
Earlier Career
Assistant Manager - Retail & Specialty Beauty, Partnered with corporate teams to execute sales, merchandising, and brand initiatives., Supported hiring, training, and performance coaching of store associates., Opened/closed store operations, managed deposits, and completed daily reporting., Helped drive sales growth through event execution and customer engagement.
Accomplishments
Synergy Inspire Award 2024
Timeline
Client Engagement Strategy Coach
Synergy
01.2025 - Current
Claim Retrieval Team Lead
Synergy
01.2023 - 01.2025
Lien Resolution Case Manager
Synergy
01.2022 - 01.2023
Customer Support Specialist
Synergy
01.2021 - 01.2022
Bachelor's degree - MULTI/INTERDISCIPLINARY STUDIES
University of Central Florida