Jennifer Hobbs
Alexandria,IN
Summary
Dynamic Customer Service Representative with proven interpersonal skills and a strong track record in customer service excellence. Adept at utilizing CRM systems to enhance member experiences, achieving first call resolution, and driving satisfaction. Self-motivated and dependable, I excel in multi-tasking and managing complex inquiries efficiently. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
24
24
years of professional experience
Work History
Member Enrolment Specialist
Prudent RX/Compunnel
10.2023 - 02.2024
- Worked in a fast paced contact center atmosphere, remotely receiving inbound calls and making outbound calls.
- In this position, I assisted members with co-pay, assistance enrollment with Prudent RX, case questions, requests, and concerns.
- The expectation was to provide a high-quality of service to members as I assisted them in completing program requirements to complete program requirements and striving for first call resolution.
- I achieved this by maintaining a professional and compassionate demeanor and supporting members by clearly understanding their needs, and providing a clear path to ensure the member received the most efficient and productive path to complete successful enrollment.
- CRM system used SalesForce, softphone/dialer.
Customer Service Representative
R1 R CM
03.2021 - 05.2023
- Answering incoming calls for all of Utah Intermountain Health Care billing.
- Answering billing questions, assisting with insurance questions and concerns, taking payments and payment research, de-escalating patient complaints and escalating billing issues.
- I assisted on several projects within the department including responding to online questions and support within the online portal as well as helping with the patient advocate team to resolve quality of care issues.
- I have mentored new hires, to get them prepared for taking calls and navigating systems.
- I have consistently met all metrics including AHT, calls per hour, quality and payment collections to meet monthly incentives.
- I have proven to be self motivated and responsible as a remote representative.
- CRM systems used Webcollect, Icentra, softphone/dialer.
Property Manager
MP New Town LLC
, ND
02.2015 - 12.2020
- Managed 104 unit Apartment Complex.
- Including hands-on management of property portfolio through Propertyware.
- Managed Resident Applications and screenings, Scheduling and showing available units, Executing of leases.
- Advertising property through Craigslist, signage, and Fliers.
- Attending Chamber meetings and building rapport with local/incoming out of state businesses with housing needs.
- Maintained regular contact with current residents and property owners.
- Organized maintenance requests and work orders through Propertyware as well as monitoring cleaning crew and work orders as submitted from maintenance for additional work or completed tasks.
- Managed property inspection reports for work orders and updates to property owners.
- Managed communication portal with residents and property owners.
- Managed property portfolio for late payments, notices, and evictions.
- Conducted property reviews with residents during move-out and move-in procedures.
- Attended and participated in office meetings.
- Set up continuous improvement of office procedures and processes.
- Collecting and deposits of rent/security deposits.
- Inputting and paying weekly/monthly payables.
- Doing monthly expense reports for Credit Cards.
- Office activity such as: answering phones, walk-in traffic, filing and office cleaning.
- CRM systems used, Yardi and Propertyware as well as Microsoft word, excel and outlook.
Customer Service Representative
Convergys Corporation
Remote/Utah
01.2000 - 02.2015
- Company Overview: a global customer management company
- 15 years of consistent, steady progression with Convergys Corporation.
- I was promoted to Home Agent, a specialized pool of agents due to my superior time management, flexibility and self-motivation.
- My purpose was to accommodate spikes in call volumes, and to meet increased customer expectations and drive customer satisfaction.
- Including setting up and running several pilot programs.
- Excelling in areas of superior customer service, customer retention, technical support, end-to-end selling and quality assurance specifically:
- Sprint project - CSR; 100% of focus on excellent general customer care, including troubleshooting issues for and collecting payments from customers.
- American Express project - CSR and Mentor for new hires; Included setting small business's up with various business American Express cards, collecting personal and business information, running customer credit approvals and upselling higher annual fee cards.
- EBAY project - CSR and Team Lead assistant; Included calling Ebay sellers about updates, changes and best practices to help with their Ebay accounts.
- Assisting team leads with coaching on KPI's and quality monitoring.
- A global customer management company
Education
High school diploma -
DATC
Kaysville, UTSkills
- Interpersonal skills
- Dependability
- Self-motivation
- Quick learner
- Multi-tasking
- Communication skills
- Team collaboration
- Microsoft Office proficiency
- Internet and email usage
- Cloud dialer expertise
- Upselling strategies
- Active listening proficiency
- Salesforce expertise
- Time management
- Customer service excellence
- Management experience
- General ledger accounting
References
Furnished on request.
Personal Information
Work Permit: Authorized to work in the US for any employer
Assessments
- Customer focus & orientation, Highly Proficient, 02/01/21
- Verbal communication, Proficient, 02/01/21
- Following directions, Proficient, 02/01/21
Timeline
Member Enrolment Specialist
Prudent RX/Compunnel
10.2023 - 02.2024
Customer Service Representative
R1 R CM
03.2021 - 05.2023
Property Manager
MP New Town LLC
02.2015 - 12.2020
Customer Service Representative
Convergys Corporation
01.2000 - 02.2015
High school diploma -
DATC
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