Jen Sanford
Summary
Professional expert in operational issues and delivering exemplary customer service. With over 15 years of experience, I have excelled in resolving client concerns with creative, empathetic and knowledgeable solutions.
Overview
18
18
years of professional experience
Work History
Medical Records Associate
Roughan & Associates
06.2020 - Current
- Responds to high volume of incoming calls and e-mails with law offices.
- Managed daily case administration, including document status,data entry and medical records management.
- Cross-train's and provides backup support for organizational leadership.
Senior Customer Relationship Manager
EMB
03.2012 - 05.2019
- Developed and implemented training programs, mentored Merchant Support and Sales Agents to enhance productivity and quality assurance.
- Created HR policies for employees.
- Ensured Merchant satisfaction by addressing concerns and facilitating transactions.
- Trained offshore call routing team and provided QA to ensure consistent and accurate information was provided.
Training/QA & Customer Service Specialist
Eharmony.com
08.2006 - 03.2012
- Conducted Quality Assurance reviews for offshore and internal Customer Care representatives and improved CSAT scores by 30%.
- Mentored new hires, resulting in enhanced staff development and increased productivity.
- Provided superior customer service via phone and email.
- Conducted weekly national calibration meetings and implemented Voice of The Customer Program.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Education
Associate of Arts - Product Development
FIDM/Fashion Institute of Design & Merchandising
Los Angeles, CA06.2005
Skills
- Extensive Call Center Experience
- Administrative Support & Office Management
- Microsoft Office
- G Suite
- Customer Relationship Management (CRM) Software
- Training and Development
- Coding: ICD-10&CPT
- Medical/Legal Terminology
Timeline
Medical Records Associate
Roughan & Associates
06.2020 - Current
Senior Customer Relationship Manager
EMB
03.2012 - 05.2019
Training/QA & Customer Service Specialist
Eharmony.com
08.2006 - 03.2012
Associate of Arts - Product Development
FIDM/Fashion Institute of Design & Merchandising
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