Jennifer Butler
Raleigh,NC
Summary
16 Years experience in Customer Service in the healthcare industry, 4 years experience in a lead role. Reliable, hard working, self sufficient, detail oriented, excellent phone etiquette, and a problem solver.
Knowledgeable and dedicated customer service professional with extensive experience in call center industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Manpower Agency/BCBSNC
07.2022 - 02.2024
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Handled escalated calls efficiently, finding satisfactory resolutions for customers.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Answered customer telephone calls promptly to avoid on-hold wait times. Approximately 45 calls
Customer Service Representative
Conduent
08.2017 - 03.2022
- Customer Service in Healthcare, Quality Call Control, Performance Evaluation, Training and Development
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled escalated calls efficiently, finding satisfactory resolutions for customers.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Managed approximately 30 incoming calls, emails and faxes per day from customers
Activities Director
Tower Nursing Home
09.2014 - 08.2017
- Assisted with scheduling events
- Created monthly calendar with daily activities
- Provided one on one visits to patients that were bed bound
- Scheduled movies, entertainment, and other special events.
- Promoted exceptional quality of life for residents by innovating, organizing, and conducting entertaining and stimulating activities.
- Engaged residents through events, small groups, and personal attention.
- Evaluated supplies and requested purchases to meet activity plans.
- Enhanced resident satisfaction by developing and implementing diverse activity programs tailored to individual interests and needs.
- Supported cognitive health through implementation of brain fitness programs designed to stimulate mental acuity in older adults.
- Stretched minimum annual budget of $250 to cover planned activities through creative use of resources.
Dietary Aide
Tower Nursing Home
04.2012 - 09.2014
- Preparing and serving residents daily meals and snacks, Followed resident dietary restrictions, Clean each food cart after use
- Kept all kitchen areas clean, tidy and free of hazards.
- Served meals to residents in accordance with established schedules and dietary procedures.
- Followed all food safety regulations while preparing meals for patients.
- Supported fellow team members during peak times by assisting with tasks such as dishwashing and restocking supplies, fostering collaborative work environment.
- Assisted in preparation of nutritious meals for patients with various medical conditions and dietary restrictions.
- Added food items, beverages, and utensils to trays and immediately delivered to correct rooms.
- Enhanced kitchen efficiency by maintaining clean and organized workspace, ensuring timely meal production and delivery.
- Coordinated with other dietary aides and kitchen staff to ensure efficient workflow and timely delivery of meals, contributing to smooth-running operation.
Education
Diploma - Criminal Justice
John Jay High School
Brooklyn, NY06.1995
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Call center experience
- Microsoft Outlook
- Microsoft Excel
- Computer Proficiency
- Professional telephone demeanor
- Office equipment proficiency
- CRM Software
Timeline
Customer Service Representative
Manpower Agency/BCBSNC
07.2022 - 02.2024
Customer Service Representative
Conduent
08.2017 - 03.2022
Activities Director
Tower Nursing Home
09.2014 - 08.2017
Dietary Aide
Tower Nursing Home
04.2012 - 09.2014
Diploma - Criminal Justice
John Jay High School