Jena Valletta
734 N Madison St, Rome
Summary
Adaptable professional with a quick-learning ability and a talent for adjusting to new environments. Skilled in rapidly acquiring new knowledge and applying it effectively. Driven by a passion for continuous learning and successfully navigating change.
Overview
8
8
years of professional experience
Work History
Senior Customer Service Representative
MetLife
Oriskany
10.2024 - Current
- Delivered accurate, relevant information to address inquiries, troubleshoot issues, and resolve complaints for both customers and colleagues.
- Provided exceptional customer service in a fast-paced call center environment.
- As a Job Coach, trained new and tenured employees on customer service procedures and best practices across multiple skill sets, including Intake, Service, and AMS; delivered constructive feedback through call reviews and real-time coaching to identify strengths and opportunities.
- As a Team Lead, supported chat monitoring, responded to colleague inquiries, and facilitated team meetings under supervisory guidance.
- Proactively expanded knowledge base, gaining proficiency in Intake, Service, AMS, Citi Intake, KANA email management, escalations, and information retrieval.
- Demonstrated strong multitasking and prioritization skills in managing high-demand workloads.
Clinic Administrator
The Neighborhood Center
Rome
10.2023 - 10.2024
- Coordinated staff schedules to optimize coverage and service delivery.
- Trained new administrative staff on clinic policies and procedures.
- Collaborated with healthcare providers to enhance patient care initiatives.
- Facilitated compliance with health regulations and safety standards.
- Generated weekly and monthly performance reports for senior management review.
- Maintained patient records in accordance with HIPAA guidelines.
Patient Health Advocate
Somatus
Rome
06.2022 - 09.2023
- Coordinated communication between healthcare providers and patients for better care.
- Educated patients on chronic condition management and healthy lifestyle choices.
- Researched community resources to enhance patient access to services.
- Conducted home visits to assess a patient's environment for safety concerns and social determinants of health issues.
Assistant Supervisor
Liberty Resources
Oneida
06.2018 - 06.2021
- Conducted regular meetings to address team concerns and promote engagement.
- Filed paperwork and submitted reports to upper management.
- Delegated daily tasks to team members to optimize group productivity.
- Ensured compliance with operational policies, procedures, and standards in accordance with New York State mental health guidelines.
Education
Bachelor of Science - Human Services
Cazenovia College
Cazenovia06-2020
Skills
- Customer relationship management
- Call center operations
- Scheduling coordination
- HIPAA compliance
- Performance reporting
- Service delivery optimization
Timeline
Senior Customer Service Representative
MetLife
10.2024 - Current
Clinic Administrator
The Neighborhood Center
10.2023 - 10.2024
Patient Health Advocate
Somatus
06.2022 - 09.2023
Assistant Supervisor
Liberty Resources
06.2018 - 06.2021
Bachelor of Science - Human Services
Cazenovia College