Jennifer Dutzer
Customer Care Associate/Administrator
Reading,PA
Summary
Resourceful Customer Care Specialist with a strong background in customer support and issue resolution. Expertise in multitasking and team collaboration ensures efficient handling of customer inquiries and challenges.
Overview
7
7
years of professional experience
3
3
years of post-secondary education
Work History
Customer Care Specialist
Boscov's LLC
03.2023 - Current
- Help customers via live chat, incoming phone calls, and email support.
- Check order statuses, track shipments, and update customers on delivery delays.
- Resolve issues with missing packages, damaged items, and incorrect shipments.
- Assist customers with website navigation, password resets, and promo code errors.
- Process refunds, issue store credits, and manage billing or payment updates.
- Cross-trained as a manager on duty, administrator and a trainer for new employees.
Customer Service Representative
The Loomis Company
01.2020 - 06.2022
- Answer high-volume phone calls, emails, and chat messages from members and providers in a professional manner.
- Explain complex insurance plan designs, coverage rules, deductibles, and co-pays with high accuracy.
- Research the status of specific claims, process adjustments, and guide callers through submission requirements.
- Investigate discrepancies, document grievances, and coordinate with internal departments like claims processing or underwriting.
- Maintain strict confidentiality of personal and health information in alignment with regulatory standards like HIPAA
Education
High School Diploma -
Phoenixville High School
Phoenixville, PA 09.1990 - 06.1993
Skills
LiveChat messaging
Call center operations
CRM software
Billing adjustments
Insurance knowledge
Multitasking
Task prioritization
Teamwork and collaboration
Leadership support
Timeline
Customer Care Specialist
Boscov's LLC
03.2023 - Current
Customer Service Representative
The Loomis Company
01.2020 - 06.2022
High School Diploma -
Phoenixville High School
09.1990 - 06.1993