Customer Support/Leadership
Jennifer Gowans
Keller ISD
Ft. Worth,TX
Work Preference
Desired Job Title
Customer Support Team Leader
Work Type
Part TimeFull TimeGig Work
Location Preference
On-SiteRemote
Location:
Ft. Worth, TX
Open to relocation:
No
Minimum Desired Compensation
$45000/yr
Important To Me
Paid time offWork from home option
11
years of professional experience
Qualified business professional and certified life coach with diverse experience across NFL business operations, Dallas Cowboys organization, education and business sector work in Texas, and matchmaking industry environments.
Work History
Keller ISD -SubstituteTeacher
1 Year 1 Month- Supported extracurricular activities such as clubs and sports teams, building school community and encouraging healthy student lifestyles.
- Built positive relationships with teachers through regular communication, completed assignments, followed lesson plans, shared student progress updates, and addressed concerns early.
- Improved student comprehension by using varied teaching methods and adjusting instruction to different learning styles.
- Used creative teaching techniques to keep students engaged and strengthen critical thinking skills.
Remote- Customer Service Rep III
3 Years 4 Months- Performs journey level complex customer service work in a remote setting
- Deliver timely accurate information involving customers unemployment insurance claim
- Respond to piblic inquiries on rules and regulations of the unemployment system using knowledge of the Unemployment Compensation Act
- Take unemployment claims by phone, investigates and adjudicates UI claims with quality and timeliness
- Mentors the CSR I's and CSR II's serving as a lead
- Maintains an 87 % attendance and punctuality rate
- Data entry of claim information and obtains all neccessary info to assist with rebuttal opportunoties prior to issuing a determination.
Remote Relationship Adviser/Coach
9 Months- Answered inbound phone calls with friendly greeting to create positive experience for potential clients to access dating needs & 100 or more outbound calls per day
- Conducted an interview to asses what the potential clients Dating needs were to determine if they wete ready to move forward or not
- Provided Coaching services to let them know what services we could provide to them and plan options
- Document notes and correspondence into the Sales Executive System , also documented info for the appointment into the Google Calendar
- Converted calls into a visit. Exceeded sales goals and was recognized for performance often - 90% conversion rate
- Previously made 31, 000 in a 2 week pay period of revenue for the company- recognized for outstanding performance 2020
Dating Specialist/Relationship Coach
6 Months- Receive Inbound or make Outbound calls to potential clients to follow up on leads (either new, renewals, or past 60 days).
- Summarize membership details to potential clients, converting calls to a join of the Dating Agency.
- Provide match ideas for new clients with current clients using the IJL database.
- Adhere to sales goals and quotas, keeping documentation of goals and send reports reflecting daily forecasts and night caps.
- Often obtained "Rock Star" status for having the highest amount of sales revenue for the company that day, often acknowledged by the CEO of IJL.
C&RS Escalations Team Lead
2 Years 4 Months- Started as a remote Scheduling Agent for the UCLA Hospital in California, scheduling Radiology an Radiation Oncology appointments for patients-was promoted to C&RS Escalations Team Lead in 2018.
- Set up patient charts when needed and assisted with other calls supporting the Marketing Services Division, when needed.
- As a C&RS Escalation Team Lead, managed a WFH team of Medical Dispatchers, assisting patients in getting in contact with their on-call doctor after business hours. Also, monitored the traffic flow of calls, reports, supervise agents, received escalation calls, managed call flow to agents, conduct team meetings and perform 1:1's with agents, as well as individual coaching when needed.
- Selected to be a Fort Worth Division Culture Team Ambassador. Duties included assisting with company culture events, employee engagement and served as a mentor for all employees at the Fort Worth Hub. of Stericycle.
Medical Collections Specialist
1 Year- Made Inbound & Outbound Calls to patients collecting payments or setting up balance solutions for their outstanding medical accounts.
- Knowledge of Medicare, Medicaid and various insurance programs like Cigna, BCBS, UHC and knowledge of HCA facilities and regulations.
- Selected as a ETF Engagement Task Force Officer, that helped organize employee events, acted as a voice for the employees, also, brainstormed and executed ideas to improve employee surveys.
Education
Life Coach Certification - C.P.C.
Licensed Director - State of Texas
CDA Child Development Associate Credential
graduated
Skills
Supported WIC operations in Texas through accurate service delivery and program compliance.
Applied TWIST state of Texas program knowledge to support accurate records and reporting.
Used OSHA labor law training to guide safe work practices and compliance awareness.
Applied HIPAA training to safeguard sensitive information and support privacy requirements.
Used Microsoft Excel
Word
and Outlook to manage communication
documents
and records.
Coached and mentored staff or students to strengthen performance and development.
Managed parent and teacher communication to keep families informed and involved.
Applied positive reinforcement strategies to improve classroom behavior and motivation.
Drove student engagement through supportive instructional practices and focused interaction.
Researched educational topics to inform instruction and support program decisions.
Accomplishments
United States Congresswoman Kay Granger -Connect 4 Success- Violence Reduction Training Program
Affiliations
Texas Ambassador for The American Kidney Fund, accomplishing advocacy and reaching Beth Van Dyke Congresswoman & Texas Legislature.
Additional Information
Featured in several publications & on the news-
WFAA Channel 8 ABC News- 2 stories
The Fort Worth Star Telegram
Healthline & The American Kidney Fund
Voyage Magazine-Dallas
Bold Journey Magazine
Participant of Dr. Phil Studios Live audience participants
- All links are available upon request
Timeline
Keller ISD -SubstituteTeacher
Keller ISD
08.2025 - CurrentRead More
Remote- Customer Service Rep III
Texas Workforce Commission
04.2020 - 08.2023Read More
Remote Relationship Adviser/Coach
JRM Management
06.2019 - 03.2020Read More
Dating Specialist/Relationship Coach
It's Just Lunch
12.2018 - 06.2019Read More
C&RS Escalations Team Lead
Stericycle
08.2016 - 12.2018Read More
Medical Collections Specialist
Parallon (formally NPAS)
07.2015 - 07.2016Read More
Tarrant County College
CDA Child Development Associate Credential
Read More
Early Childhood Institute
Licensed Director from State of Texas
Read More
Life Coach Institute of Orange County
Life Coach Certification from C.P.C.
Read More