Jennifer Fernandez
Hartford
Summary
Dedicated and experienced professional who provides exceptional customer service through active listening and problem solving; Exceptional computer aptitude and telephone etiquette. Strong commitment to building productive relationships, resolve complex issues and win customer loyalty.
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
13
13
years of professional experience
Work History
Senior Member Service Representative
Affinity By Molina HealthCare
03.2020 - Current
- Written article about Policy base on New York medicaid
- Collaboration calls
- Conduct Coaching
- Lead meeting with teams
- Lead projects to enhance Quality Scores
- Received Complimentary Calls From members to senior management for providing Exceptional Service; appointed Call Center Floor walker to assist staff member’s with questions, and escalated calls
- Received recognition by senior management as top performer in Quality Assurance averaging 95% and over on call audits, and exceeding monthly call center metrics
- Achieved customer satisfaction survey rating of 98% within six months, exceeding call center goals
- Received Customer Service Experience award for meeting quarterly metrics
- Help member find and locate Primary Care Physician, Assist with making payments, helping them understand there payments
- Help provider with their claims, assisted with appeals as well as their reconsideration
- Explain about member benefits
- Assist with fax of changing PCP, review authorization for
- Inpatient and outpatient
- Use Microsoft word to submit determination letter for appeal whether upheld or overturn
- Explain to provider about recoupment if there was a offset
- Help member who call who need to set up appointments with providers
- Call Providers when member have inquiry about bill.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled complaints with prompt, courteous service to uphold professional reputation.
Senior Technical Support Representative
Optimum/Altice
06.2012 - 03.2020
- Responsible for providing exceptional customer service through multiple channels (Phone, Chat, and Email)
- Built customer loyalty by placing follow-up calls and resolving product related issues
- Managed over 100-300 customer calls via phone and online chat per day effectively and efficiently within call center environment; Accurately documented, researched and resolved customer service issues in regard to service calls, billing calls, and credit request/adjustments; Escalated support tickets when warranted
- Completed Credit request adjustments for Customer Service Department
- Trained new hire customer service representatives (3months) on quality assurance, call center metrics, software applications, products and company policies and procedures
- Created bulletin emails for call center floor, which included up and coming departmental changes, product information, and Call Center goals for the month.
Retail Associate
Spot
12.2011 - 04.2012
- Helped average of 60 customers per day by responding to inquiries and locating products
- Assisted team members when necessary in handling cash registers, organizing inventory room, labeling products, unloading merchandise and documenting stock received
- Maintain accurate and attractive merchandise displays, ensuring strategic placement of products in order to maximize purchases.
- Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers
- Organized store merchandise racks and displays to promote and maintain visually appealing environments
Education
Bachelor of Computer Science - Data
Southern New Hampshire University
Remote09.2027
General Educational Development Diploma (GED -
Edward A. Reynolds High School
New York, New York03.2011
Skills
- Strong problem-solving aptitude
- Type over 70 words per minutes
- Experienced in Microsoft Office programs (Word, Excel, PowerPoint, One Note and Outlook); In addition to Adobe Software
- Experienced in Go to Assist Technical Support Software, and E-care software for Online Chat Support
- Three years of experience performing new hire training
- Customer Support
- Member Relations
- Trained in Salesforce
- Advising and Coaching
- Document and Records Management
- Policy and Procedure Adherence
- Complaint Documentation
- Call Volume and Quality Metrics
- Information Updates
Timeline
Senior Member Service Representative
Affinity By Molina HealthCare
03.2020 - Current
Senior Technical Support Representative
Optimum/Altice
06.2012 - 03.2020
Retail Associate
Spot
12.2011 - 04.2012
Bachelor of Computer Science - Data
Southern New Hampshire University
General Educational Development Diploma (GED -
Edward A. Reynolds High School
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