JENNIFER KAUFMANN
Cincinnati,OH
Summary
Achieved high customer satisfaction by accurately processing claims and verifying benefits. Enhanced operational efficiency through effective communication and time management strategies. Delivered exceptional service that contributed to overall business success.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Senior New Business Specialist
MassMutual Ascend
Cincinnati, OH
06.2022 - Current
- Cultivated strategic relationships with key stakeholders to enhance partnership growth.
- Guided junior team members, enhancing their professional growth and facilitating knowledge exchange within the department.
- Exhibited exceptional problem-solving skills by efficiently resolving client issues, enhancing customer satisfaction ratings.
- Cultivated strategic partnerships with industry influencers to enhance brand visibility and reputation.
- Reviewed and processed annuity applications to ensure compliance with regulatory standards.
- Executed transfer processes from financial institutions to ensure timely fund availability.
- Facilitated collaboration among internal departments to guarantee timely product and service delivery to new clients.
- Monitored application status throughout the review process.
- Facilitated field sales team operations by providing knowledgeable and efficient clerical support.
Client Services Representative
Delta Dental of Illinois
Naperville, IL
05.2018 - 03.2021
- Maintained accurate records of security transactions to ensure compliance and facilitate financial tracking, encompassing purchases, sales, conversions, redemptions, and payments.
- Evaluated various insurance plans, explaining their features and benefits to drive policy sales and customer understanding.
- Calculated insurance premiums and implemented streamlined payment processes to enhance customer experience.
- Managed records and facilitated policy renewals to ensure compliance and operational efficiency.
- Analyzed insurance policy details to ensure comprehensive coverage alignment with client needs.
- Facilitated customer inquiries by offering guidance on claims procedures and referral processes.
- Oversaw training initiatives for new representatives. Guided development of 5 representatives in final half of 2019.
Customer Service Representatives
Delta Dental of Illinois
Naperville, IL
05.2018 - 04.2019
- Facilitated effective communication by addressing 80 to 100 calls per day to ensure customer satisfaction.
- Provided comprehensive support to members regarding benefits and claims information for group policies.
- Supported dental office by processing claims appeals and ensuring accurate payment information management.
- Executed daily processing of claims, contributing to efficient operations and customer satisfaction.
- Partnered with team to optimize call time and follow-up processes, enhancing overall productivity.
- Guided and supported trainees through first 60 days to enhance skill development and integration.
Customer Care Advocate
Optum
Lisle, IL
09.2017 - 04.2018
- Responded to patient inquiries with urgency to facilitate information dissemination and appointment scheduling.
- Assisted with insurance verification processes to confirm patient coverage. Supported billing operations by processing collections and posting payments from patients and insurance providers. Facilitated communication between patients and insurance companies to resolve payment issues.
- Presented treatment plans to patients, facilitating informed decision-making regarding their care.
- Utilized Dentrix software to manage and document dental charting for teeth and gums.
- Assisted with bookkeeping tasks including processing credits and collections. Prepared and dispatched financial statements and invoices. Maintained accurate financial records.
- Conducted patient interviews to gather comprehensive case histories and complete necessary documentation.
- Resolved customer inquiries and issues efficiently, ensuring high satisfaction levels.
Business Associate
Porter Dental Center- Division of Heartland Dental
Lockport, IL
04.2017 - 09.2017
- Responded to patient inquiries with urgency to facilitate information dissemination and appointment scheduling.
- Assisted with insurance verification processes to confirm patient coverage. Supported billing operations by processing collections and posting payments from patients and insurance providers. Facilitated communication between patients and insurance companies to resolve payment issues.
- Presented treatment plans to patients, facilitating informed decision-making regarding their care.
- Utilized Dentrix software to manage and document dental charting for teeth and gums.
- Assisted with bookkeeping tasks including processing credits and collections. Prepared and dispatched financial statements and invoices. Maintained accurate financial records.
- Conducted patient interviews to gather comprehensive case histories and complete necessary documentation.
Store Manager
Cosmoprof-Division of Sally Beauty
Countryside, IL
10.2013 - 04.2017
- Achieved a 13% increase in sales goals for FY 2014-15, with a strategic focus on maintaining similar results in FY 2015-16.
- Increased customer transactions by 50% within a two-year timeframe to enhance business growth.
- Monitored inventory levels, resulting in an average shrink rate of 0.57 for fiscal years 2014-15 and 2015-16, with a significant 40% decrease in shrinkage for 2015-16.
- Facilitated recruitment, development, and performance assessment of sales and marketing staff to enhance team effectiveness.
- Established and enforced policies and procedures to align departmental objectives with organizational goals.
Store Manager
Starbucks
Woodridge, IL
12.2011 - 10.2013
- Oversaw morning rush of over 90 customers per hour, delivering efficient and composed customer service.
- Oversaw a team of fifteen members, managing training schedules and resolving conflicts while delivering exceptional customer service.
- Oversaw inventory management by establishing and adjusting ordering parameters, forecasting usage, and minimizing waste.
- Oversaw budget management and payroll record maintenance to ensure financial compliance.
- Coordinated food and beverage deliveries by checking contents for quality and quantity. Verified product specifications upon arrival. Assisted in maintaining inventory accuracy through regular checks.
Merchandiser
Macy's
Bolingbrook, IL
04.2011 - 12.2011
- Arranged items in favorable positions and areas of the store for optimal sales.
- Designed displays to make the store experience interactive and engaging.
- Displayed the appropriate signage for products and sales promotions.
Customer Service Rep
United States Gypsum
Schiller Park, IL
02.2000 - 12.2000
- Facilitated customer inquiries by telephone, delivering essential product and service insights. Achieved high levels of customer satisfaction through precise order processing and support.
- Tracked and organized customer interaction data to improve relationship management and service delivery.
- Achieved timely completion of contract forms and accurate updates to change of address records. Facilitated the issuance of service discontinuance orders, enhancing operational efficiency.
Store Manager
Harry and David
Oak Brook, IL
07.1999 - 02.2000
- Facilitated resolution of customer issues by processing merchandise exchanges, issuing refunds, and modifying bills to enhance customer satisfaction.
- Oversaw monthly inventory assessments and coordinated weekly stock replenishment strategies to optimize supply chain efficiency.
Store Manager
H2O Plus
Oak Brook, IL
02.1999 - 07.1999
- Oversaw and guided employees in sales inventory management and cash receipt reconciliation.
- Facilitated staff training programs to enhance customer service delivery.
Education
Ethics
University of Chicago
Chicago, ILSkills
- Oversaw administrative functions to optimize team performance Managed resource allocation to align with project goals Developed processes to improve operational effectiveness and team collaboration
- Led initiatives to refine decision-making frameworks across departments Championed collaborative efforts to enhance judgment quality and effectiveness Drove strategic discussions that shaped organizational decision-making practices
- Implemented innovative problem-solving techniques to enhance operational efficiency
- Oversaw the development and implementation of training programs to enhance employee skills Coordinated educational initiatives that aligned with organizational goals Fostered a culture of continuous learning and professional growth among team members
- Led initiatives to optimize marketing strategies and drive sales growth Oversaw project timelines and resource allocation to maximize team efficiency Cultivated relationships with key stakeholders to align marketing efforts with business objectives
- Oversaw production workflows to optimize resource allocation and minimize downtime Coordinated processing activities to align with strategic objectives and improve output quality Led initiatives to streamline operations and enhance team performance
Certification
Health and Life producers license
Completion of Life Office Managment Association Course Fellow Life Management Institute
Timeline
Senior New Business Specialist
MassMutual Ascend
06.2022 - Current
Client Services Representative
Delta Dental of Illinois
05.2018 - 03.2021
Customer Service Representatives
Delta Dental of Illinois
05.2018 - 04.2019
Customer Care Advocate
Optum
09.2017 - 04.2018
Business Associate
Porter Dental Center- Division of Heartland Dental
04.2017 - 09.2017
Store Manager
Cosmoprof-Division of Sally Beauty
10.2013 - 04.2017
Store Manager
Starbucks
12.2011 - 10.2013
Merchandiser
Macy's
04.2011 - 12.2011
Customer Service Rep
United States Gypsum
02.2000 - 12.2000
Store Manager
Harry and David
07.1999 - 02.2000
Store Manager
H2O Plus
02.1999 - 07.1999
Ethics
University of Chicago