Jennifer Henry
Muncie,IN
Summary
Empathetic Customer Care Specialist known for high productivity and efficient task completion. Specialize in conflict resolution, customer relationship management, and communication skills. Excel in active listening, problem-solving, and adaptability to ensure positive customer experiences and foster brand loyalty.
Overview
1
1
year of post-secondary education
15
15
years of professional experience
Work History
CAREGIVER/HEALTH AIDE
Paid.care
Muncie, IN
04.2026 - Current
- Provided direct, compassionate support in daily routines, fostering a secure and well-organized environment for clients.
- Maintained accurate medical journals and daily logs to track vital signs, schedules, and operational requirements, enhancing patient care documentation.
- Coordinated third-party services and scheduled appointments, ensuring seamless logistics and transportation for clients' needs.
- Completed required educational coursework and safety training in compliance with state regulations and employer mandates.
CUSTOMER CARE SPECIALIST
Navient/MOHELA
Muncie, IN
04.2024 - 11.2025
- Maintained top 5% company wide customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
- De-escalated complex customer grievances with patience, retaining client loyalty through effective communication.
- Successfully resolved delinquent accounts by working collaboratively with clients to establish payment arrangements with tact, empathy, and professionalism.
- Navigated multiple software platforms and ticketing systems simultaneously while maintaining efficiency and accuracy during calls.
- Adapted quickly to changing remote workflows under minimal supervision.
IT FIELD TECHNICIAN
Freelance/Self Employed
Muncie, IN
01.2012 - 04.2024
- Executed technical field service operations, enhancing reliability of point-of-sale terminals, wireless access points, and security camera systems.
- Managed end-to-end service work orders, ensuring timely deployments met client specifications and minimized downtime.
- Diagnosed and repaired hardware and network connectivity issues, restoring functionality in fast-paced commercial and residential environments.
- Communicated technical steps clearly to on-site staff, providing a seamless bridge between technical requirements and customer understanding.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Education
IT Technician - Technical Support Training and Certifications
My Computer Career
Indianapolis, IN 02.2022 - 11.2022
High School Diploma
Cowan High School
Muncie, INSkills
- Compassion
- Customer satisfaction
- Conflict De-escalation
- Active Listening Skills
- Verbal communication
- CRM Navigation
- Time Management
- Organizational management
- Problem solving
- Collaboration
- Relationship Building
- Microsoft Office
Timeline
CAREGIVER/HEALTH AIDE
Paid.care
04.2026 - Current
CUSTOMER CARE SPECIALIST
Navient/MOHELA
04.2024 - 11.2025
IT Technician - Technical Support Training and Certifications
My Computer Career
02.2022 - 11.2022
IT FIELD TECHNICIAN
Freelance/Self Employed
01.2012 - 04.2024
High School Diploma
Cowan High School