Summary
Overview
Work History
Education
Skills
Timeline
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Jennifer Gryskevich

Weirton

Summary

Dynamic Senior Customer Service Representative with extensive experience at Cigna , excelling in complaint resolution and customer relations. Recognized for enhancing customer satisfaction through effective conflict management and mentoring junior staff. Proven ability to manage high-stress situations while maintaining professionalism, consistently exceeding performance metrics.

Overview

6
6
years of professional experience

Work History

Senior Customer Service Representative

CuraScript SD
03.2023 - Current
  • Enhanced customer satisfaction by promptly addressing and resolving inquiries and complaints.
  • Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.

Senior Customer Service Representative

Cigna Supplemental Health
06.2021 - 03.2023
  • Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
  • Engaged clients in person and over phone to answer questions and address complaints.
  • Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
  • Mentored junior team members, contributing to their professional development and overall team success.
  • Escalated issues to proper supervisors when standard processes were not effective.
  • Reduced call wait times by implementing effective time management techniques within the team.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Maintained up-to-date knowledge of product and service changes.

Customer Service Representative

Cigna / Pharmacy
09.2019 - 06.2021
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.

Education

Bachelor of Arts - Sociology

West Virginia University
Morgantown, WV
05-2007

Skills

  • Customer support
  • Complaint resolution
  • Quality assurance
  • Payment processing
  • Call control
  • Staff training
  • Order fulfillment
  • Conflict management
  • Call center experience
  • Shipping and logistics
  • Returns and exchanges
  • Representative training
  • Customer service
  • Problem resolution
  • Calm under pressure
  • Understanding customer needs
  • Issue and complaint resolution
  • Customer relations
  • Computer skills
  • Microsoft office
  • Inbound call management
  • Remote office availability
  • Employee coaching
  • Product knowledge
  • Recordkeeping strengths
  • Service upselling
  • Sales and upselling

Timeline

Senior Customer Service Representative

CuraScript SD
03.2023 - Current

Senior Customer Service Representative

Cigna Supplemental Health
06.2021 - 03.2023

Customer Service Representative

Cigna / Pharmacy
09.2019 - 06.2021

Bachelor of Arts - Sociology

West Virginia University

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Jennifer Gryskevich