Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jennifer Gagne

Weare,NH

Summary

I am very self motivated and able to work independently. I thrive under a busy schedule and am detail oriented and organized. Problem solving and follow up are very important to me. Ensuring customers/patients have what they need as quickly and efficiently as possible is always my goal. Being able to streamline a process to save both time and money or root cause an issue to prevent future occurrences is something I thrive on.

Overview

17
17
years of professional experience

Work History

Clinical Customer Care Technician

Amazon
03.2023 - Current
  • Provided technical support and troubleshooting for customer inquiries across multiple platforms.
  • Ensured timely resolution of customer issues, enhancing overall satisfaction and retention rates.
  • Mentored junior technicians in best practices for customer service and technical assistance.
  • Collaborated with different Dev teams to streamline communication and resolve complex issues promptly.
  • Prevented potential system failures through preemptive troubleshooting measures, often catching technical issues when they start, long before they escalate.
  • Enhanced customer satisfaction by efficiently resolving technical issues, allowing them access to their accounts and medications often in one phone call, including in some cases walking them through settings on their personal mobile devices.
  • Improved team performance by sharing knowledge and assisting colleagues in handling complex customer concerns.
  • Delivered training sessions for new hires through shadowing and often huddling or using slack to provide support through difficult calls and chats.
  • Collaborated with teams such as the dev team and billing team to address recurring customer complaints quickly and leaving detailed notes for future techs to review.
  • Boosted customer retention with proactive communication, addressing potential problems before escalation.
  • Conducted thorough troubleshooting and trend tracking to identify root causes of technical issues, minimizing repeat incidents and prompting deeper dives into issues by the dev teams to resolve these issues.
  • Reduced response time for SIM tickets by streamlining internal processes and prioritizing urgent cases by monitoring sim tickets and communicating daily with the on call devs.
  • Coordinated closely with billing at times before we had the channel available to provide seamless customer service experiences, resulting in positive feedback from customers.
  • Maintained high-quality service standards through consistent adherence to company policies and procedures.
  • Managed high call volumes while maintaining professionalism and empathy towards each individual customer''s situation.
  • Handled escalated calls calmly and effectively, turning dissatisfied customers into brand advocates through genuine care, empathy, and sometimes a sense of humor.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of services, expert understanding of account functions, and creating a welcoming, positive experience.
  • Exhibited high, cheerful energy and professionalism when dealing with customers and staff.

Cpht

Rite aid
01.2022 - 2023
  • I received my certified pharmacy tech license and worked in the retail pharmacy setting.
  • I performed all aspects of pharmacy duties here from data entry, to fulfillment, to contacting insurance, and direct customer service.
  • Answered high call volumes and hectic customer pick up times often working both drive thru and counter simultaneously.
  • Worked closely with the pharmacist to process damaged medications, organize inventory and preform cycle counts. Assisted to manage staff scheduling.
  • Assisted in ensuring the security and destruction of HIPPA protected documents.
  • Managed customer appreciation services for those who received vaccines from our pharmacy as well as children and service animals who visited the store.
  • Lifted team morale and pushed sales by changing up seasonal counter displays, celebrating milestones during the training process, organizing team lunches, and mediating staff disputes.
  • Supported staff with positive attitude, setting example and goals for CPHT training, displaying an upbeat,focused work ethic, assisting to learn and preform tasks efficiently and independently.

LNA

Hillsboro County Nursing Home
10.2008 - 01.2022
  • I was a Licensed Nursing Assistant. My entire time here I was on nightshift, providing direct patient care to post operative patients on the skilled rehab floor as well as long term care to geriatric patients with physical and mental disabilities, and hospice care. I attended to 25-50 patients at a time through the COVID pandemic.
  • It was this position that taught me the greatest empathy and compassion as I often comforted family members and patients through times of extreme distress.
  • I also learned how to time manage effectively, adapt to many different personality and cultural differences.
  • I trained new staff, assisted nurses with wound vacs, dressing changes, and other treatments.
  • Assisted patients with daily care routines and advocated for their rights, their needs, and sometimes their independence.

Education

No Degree - HVACR

Manchester Technical College
Manchester, NH

High School Diploma - undefined

Pinkerton Academy
Derry, NH
06.1999

Skills

  • Communication Experienced
  • Compassion Expert
  • Computers Experienced
  • Customer service Experienced
  • Work independently Expert

Timeline

Clinical Customer Care Technician

Amazon
03.2023 - Current

Cpht

Rite aid
01.2022 - 2023

LNA

Hillsboro County Nursing Home
10.2008 - 01.2022

High School Diploma - undefined

Pinkerton Academy

No Degree - HVACR

Manchester Technical College

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