Jenna Kovach
Parma,OH
Summary
Dedicated Customer Care Specialist with expertise in high-volume call handling and conflict resolution. Proven ability to enhance customer satisfaction and streamline service processes through effective communication.
Overview
5
5
years of professional experience
Work History
Customer Care Specialist
Medical Mutual of Ohio
Brooklyn , OH
11.2024 - Current
- Resolved customer complaints through effective communication and problem-solving skills.
- Handled high-volume call traffic while maintaining a positive customer experience.
- Maintained high satisfaction score by consistently resolving first-call issues.
- Assisted customers with inquiries regarding insurance benefits and policy details.
- Educated customers on claims procedures and required documentation for submission.
- Collaborated with team members to improve customer service processes and efficiency.
- Documented customer interactions in the CRM system for accurate record-keeping.
- Created detailed documentation of all customer interactions and transactions.
- Provided support to the onboarding process for new customers and policyholders.
Sales Associate
Michaels Craft Store
Strongsville, Ohio
06.2021 - 11.2024
- Resolved customer inquiries and complaints to enhance shopping experience.
- Helped customers find specific products, answered questions, and offered product advice.
- Collaborated with team members to execute store promotions and events.
- Trained new associates on store policies and customer service standards.
- Managed inventory levels through stock replenishment and visual merchandising.
- Maintained organized displays and ensured product availability on shelves.
- Worked with fellow sales team members to achieve group targets.
Education
Associate of Arts - Business Management And HR
Cuyahoga Community College
Parma, OH05-2023
Skills
- Inbound customer service
- High-volume call handling
- Call center experience
- Claims processing
- CRM documentation
- Customer relations
- Customer onboarding
- Billing inquiries support
- Call tracking
- Customer feedback analysis
- Effective communication
- Conflict resolution
- Time management
- Task prioritization
- Team collaboration
- Email correspondence
Timeline
Customer Care Specialist
Medical Mutual of Ohio
11.2024 - Current
Sales Associate
Michaels Craft Store
06.2021 - 11.2024
Associate of Arts - Business Management And HR
Cuyahoga Community College