Jennifer Jones
Bath,PA
Summary
- Highly energetic and motivated, results-oriented professional with over 10+ years of experience across a broad range of customer service functions. Proven track record as a team player with exceptional communication skills, coupled with the ability to excel both independently and collaboratively within dynamic work environments. Areas of expertise include:
- Customer Engagement, Product Demonstrations, Communication, Training and Development.
- Problem-Solving, Data Entry and Management, Collaboration and Adaptability.
Overview
11
11
years of professional experience
Work History
Client Enrichment Coordinator
Dun & Bradstreet
Center Valley, PA
05.2020 - 03.2024
- Promoted to leading role in delivering product demonstrations for D&B offerings through Microsoft team meetings
- Proficiently addressed customer inquiries, account requests and concerns with precision and professionalism
- Demo new and current customers on all D&B products
- Email communication to schedule demo training for new and current customers on D&B products
- Conducted training classes on all Microsoft team and zoom products.
- Provided professional assistance to customers
- Adeptly addressing and resolving a diverse range of customer concerns, such as account issues and technical issues
- Demonstrated fast learning capacity, flexibility, and a versatile skill set
- Subject expert in reviewing documents and capturing tasks for training classes
- Assisted with the Finance department on canceling and crediting accounts.
Customer Service Experience Advisor
Dun & Bradstreet
Center Valley, PA
11.2017 - 05.2020
- Brought on board to provide comprehensive support to customers, handling new Dun and Bradstreet requests alongside adeptly resolving a wide range of customer concerns and issues
- Assist customers with an update on Duns Report for (Retail, Compliance & ISD), SOR/SLRM, Enterprise and Govt Business Registration
- Navigated customers through D&B products, offering expert assistance to optimize user experience
- Assist customers in password reset in our products to enhance customer satisfaction
- Engaged in effective email communication and spearheaded special projects
- Utilize appropriate procedures for escalated calls and legal threats, demonstrating conflict resolution
- Provided valuable support to customers regarding inquiries and concerns related to business credit scores and product subscriptions, cultivating strong client loyalty
- Assist customers with questions and concerns related to their business credit scores and product subscriptions.
Agent (Call Center)
ASCAP/IQOR
Bethlehem, PA
07.2015 - 05.2017
- Collections on all past due accounts, Processed credit card and eCheck online payments
- Ensure all vendors comply with Federal copyright laws, and review data for any discrepancies
- Handle inbound and outbound customer and member calls, and negotiate payment plans and/or discounts for music licenses.
Data entry (Temporary)
Cigna
Bethlehem, PA
10.2014 - 02.2015
- Heavy data entry (processed 50 applications a day), Processed life insurance disability applications
- Responsible for instructing, directing, and checking the work of lower-level staff.
CSR/Call center (Contract)
Aetna Insurance
Allentown, PA
06.2014 - 10.2014
- Handled changes in policy or renewal as well as inbound calls from hospitals and providers verifying medical benefits
- Verified benefits and eligibility for all patients
- Responded to client calls, Greeted customers and assisted with problems, and Forwarded client complains to the appropriate department.
Data Entry / Call Center
Catalyst-360
Bethlehem, PA
08.2013 - 01.2014
- Answered incoming calls and managed a high-volume workload
- Data entry and Updated AARP accounts, Sale/AARP membership and renewal
- Processed customers premium payments for AARP insurance
- Provided medical claim information to providers and members
- Assisted with daily activities such as housekeeping and appointments.
Education
Bachelor of Science in Information Technology -
Strayer University
05.2024
Diploma in Office Operations -
Pennsylvania School of Business Allentown
02.2012
Skills
- Microsoft teams/zoom
- MS Word 2010/ Microsoft Outlook/ Outlook calendar scheduling
- Avaya
- 40plus WPM
- Excel/ Powerpoint
- Data Entry
- Salesforce
- Calendar Management
- Teamwork and Collaboration
- Task Prioritization
- Public Speaking
- Analytical Thinking
- Coaching and Mentoring
- Professionalism
- Time Management
- Goal Setting
- Active Listening
- Team Collaboration
- Multitasking
- Reliability
- Adaptability and Flexibility
- Problem-Solving
- Excellent Communication
- Organizational Skills
- Adaptability
- Decision-Making
- Written Communication
- Customer Service
- GitHub
- Social Media
- Online Research
- Rumba
- Strong Customer service skills
- Organizational skills
- Training skills
- Activity Planning
Languages
English
Professional
References
References available upon request.
Timeline
Client Enrichment Coordinator
Dun & Bradstreet
05.2020 - 03.2024
Customer Service Experience Advisor
Dun & Bradstreet
11.2017 - 05.2020
Agent (Call Center)
ASCAP/IQOR
07.2015 - 05.2017
Data entry (Temporary)
Cigna
10.2014 - 02.2015
CSR/Call center (Contract)
Aetna Insurance
06.2014 - 10.2014
Data Entry / Call Center
Catalyst-360
08.2013 - 01.2014
Bachelor of Science in Information Technology -
Strayer University
Diploma in Office Operations -
Pennsylvania School of Business Allentown