Jennifer Metz
Customer Service
St Louis,MO
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
10
10
years of professional experience
Work History
Customer Service Specialist
Rubicon
08.2016 - 02.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Achieved high satisfaction rating through proactive one-call resolutions of
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
- Provided primary customer support to internal and external customers.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Answered constant flow of customer calls with minimal wait times.
- Maintained and managed customer files and databases.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Medical Assistant
Dr. Marta Mortenson
03.2013 - 09.2015
- Directed and coordinated patient care activities of nursing and support staff.
- Completed patient referrals to other medical specialists.
- Improved patient outcomes and delivery of care through improved clinical quality processes.
- Assisted senior physicians and surgeons during assessments, examinations and surgical interventions.
- Confirmed consistent and accurate medical recordkeeping practices.
- Ordered medical and laboratory supplies and equipment.
- Entered and scanned patient history, current medical conditions and medications into novel EHR system.
- Defined testing protocols, quality assurance initiatives and clinic policies and procedures.
- Scheduled surgeries, managed pre-certifications and verified insurance coverage.
Education
GED -
Hazelwood Central High School
Florissant, MO08.1990
Skills
- Client Relationships
- Interpretation and Translation Services
- Customer Inquiry Response
- Call Center Processes
- Electronic Information Systems
- Calm and Professional Under Pressure
- Information Updates
- Correcting Discrepancies
- Call Volume and Quality Metrics
- Customer Data Confidentiality
- Excellent Written and Oral Communication
- Special Projects
- Team Monitoring
- Troubleshoot Service Issues
- Team Meetings
- Content Management Expertise
- Overseeing Personnel
- Task Monitoring
Timeline
Customer Service Specialist
Rubicon
08.2016 - 02.2023
Medical Assistant
Dr. Marta Mortenson
03.2013 - 09.2015
GED -
Hazelwood Central High School
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