JENNIFER CLEMENTS

Handles incoming calls from various SMB (small/medium businesses) in a timely fashion as to help with their call volume.

Receives on average 200 calls per day which includes client information taking, scheduling and patching/relaying calls as well as working closely with administration.

• Provided counseling services to PAP recipients, promoting mental health and wellness
• Conducted intake assessments to determine client needs and personalized treatment plans
• Collaborated with healthcare professionals to ensure comprehensive care for PAP clients
• Assisted patients with their enrollment applications and processing medication refills based on their qualifications
• Made outbound calls to health care provider offices and patients by obtaining missing information to help facilitate their application approval processes
• Assisted patients with their ordering statuses and tracking medication shipments

• Performed hotel reservations for all Marriott International Worldwide properties
• Demonstrated exceptional customer service skills in handling global reservations for Marriott hotels
• Utilized strong communication and negotiation skills to secure reservations and resolve customer inquiries
• Managed a high volume of calls and emails efficiently in a fast-paced and dynamic environment
• Maintained personal files and processed actions, screened phone calls for new associates and routed calls to appropriate customer service agents
• Received multiple performance raises for exceeding monthly revenue goals and recognized as a top sales agent for international reservations
• Trained staff and evaluated performances
• Listened to requests and provided conflict resolution among customers, tactfully communicating to their needs while focused on project goals
• Worked closely with front desk agents regarding the specific needs of clients; helped assist families that had special needs (ADA)