Open To Work
Jennifer Minadeo
EmpiRx Health
West Milford,NJ
Work Preference
Desired Job Title
Customer Experience Manager/Quality Assurance ManagerCustomer Service ManagerService Center Liaison/Client Service ManagerBenefits Consulting Services Analyst II/ Quality CoachBenefits Administration Services Associate
Location Preference
Remote
Important To Me
Work-life balanceCompany CultureHealthcare benefitsWork from home optionPaid time off
30
Years of experience
Customer Experience and Contact Center leader with more than 20 years of progressive management experience leading high-performing remote and on-site customer service organizations. Proven success building customer support operations from the ground up, leading teams of up to 60+ employees, and driving exceptional customer experiences through strategic leadership, operational excellence, workforce optimization, and employee development. Recognized for creating highly engaged, accountable teams that consistently exceed service level agreements (SLAs), improve customer satisfaction, and deliver measurable business results. Extensive experience partnering with executive leadership, Human Resources, Training, Workforce Management, Information Technology, and Operations to implement scalable processes, improve quality, and support organizational growth. Skilled in customer experience strategy, contact center operations, remote workforce leadership, quality assurance, performance management, change management, workforce planning, talent development, and continuous process improvement.
Work History
Customer Experience Manager/Quality Assurance Manager
2 Years 7 Months- Helped launch a 24/7/365 customer service operation from inception, recruiting, hiring, onboarding, and developing more than 60 remote and on-site employees.
- Led geographically dispersed customer service and supervisory teams while fostering a collaborative, customer-focused culture centered on accountability, engagement, and continuous improvement.
- Directed daily contact center operations, ensuring consistent achievement of productivity, quality, customer satisfaction, and service level objectives.
- Established key performance indicators (KPIs), quality standards, and coaching programs that improved employee performance and enhanced customer experience.
- Partnered with Human Resources and executive leadership to develop operational policies, performance management strategies, and employee engagement initiatives.
- Collaborated with Training to design comprehensive onboarding and continuous learning programs that accelerated employee readiness and strengthened service quality.
- Used quality analytics, customer feedback, and operational metrics to identify improvement opportunities, resolve root causes, and drive continuous process improvements.
- Successfully managed complex customer escalations while partnering cross-functionally to implement sustainable operational solutions.
- Worked closely with Workforce Management, Payroll, Human Resources, Operations, and Technology teams to ensure seamless service delivery and workforce effectiveness.
Customer Service Manager
18 Years 6 Months- Led teams of 18–25 customer service professionals supporting Fortune 500 clients in complex benefits administration environments.
- Successfully managed remote and hybrid employees while consistently achieving customer satisfaction, quality, productivity, and service level goals.
- Developed high-performing teams through coaching, mentoring, succession planning, and leadership development, promoting multiple employees into supervisory and management positions.
- Directed workforce planning, forecasting, scheduling, and staffing strategies that aligned operational capacity with business demand.
- Leveraged operational analytics, customer feedback, and performance metrics to improve customer experience, increase efficiency, and reduce service issues.
- Introduced expanded customer communication channels—including email, web chat, and text messaging—to improve accessibility and enhance customer engagement.
- Partnered with Talent Acquisition, Workforce Management, Project Management, and Information Technology to support large-scale hiring initiatives, system implementations, and operational improvements.
- Served as a trusted client partner, proactively resolving escalated service issues while strengthening long-term customer relationships.
- Led onboarding, training, and performance management programs that accelerated employee productivity and increased retention.
- Managed vendor relationships, project implementation, and operational readiness for major client initiatives and annual Open Enrollment campaigns.
Service Center Liaison/Client Service Manager
6 Years- Managed client relationships, operational projects, and service delivery for multiple benefits administration programs.
- Coordinated cross-functional teams to improve operational efficiency, customer satisfaction, and achievement of contractual service levels.
- Prepared Quarterly Business Reviews (QBRs), presented operational performance, and partnered with clients to identify continuous improvement opportunities.
Benefits Consulting Services Analyst II/ Quality Coach
1 Year- Developed coaching and performance improvement programs that increased quality, compliance, and employee effectiveness.
- Analyzed quality metrics and identified training opportunities that improved customer interactions and service delivery.
- Partnered with leadership to implement Performance Improvement Plans and employee development strategies.
Benefits Administration Services Associate
1 Year 1 Month- Delivered exceptional customer support while educating participants on complex health and retirement benefit programs.
- Built strong customer relationships through effective problem solving, issue resolution, and proactive communication.
Education
Bachelor of Science - Business Management
Bachelor of Arts - Business
Skills
Customer Experience (CX) Leadership
Contact Center Operations
Remote Workforce Leadership
Customer Success
Employee Engagement
Talent Development
Leadership Coaching
Workforce Planning
Forecasting & Scheduling
Quality Assurance
Performance Management
KPI & SLA Management
Process Improvement
Operational Excellence
Change Management
Customer Escalation Resolution
Client Relationship Management
Cross-Functional Leadership
Strategic Planning
Continuous Improvement
Microsoft 365
Contact Center Platforms (NICE
Avaya
Calabrio
Salesforce
Ring Central
Verint
Micro Soft Teams)
Accomplishments
- Successfully launched a 24/7/365 Customer Support Center, building operations from the ground up and establishing scalable processes, service standards, and performance metrics that supported organizational growth.
- Recruited, onboarded, and led a high-performing team of more than 60 remote and on-site customer service professionals, creating a culture of accountability, collaboration, and service excellence.
- Led geographically dispersed remote and hybrid teams, driving high employee engagement, operational efficiency, and consistent achievement of key performance indicators (KPIs), service level agreements (SLAs), and quality standards.
- Enhanced customer experience by implementing quality assurance initiatives, performance coaching, workforce optimization, and continuous process improvements that strengthened customer satisfaction and service delivery.
- Developed and mentored future leaders through coaching, succession planning, and professional development, successfully preparing high-potential employees for promotions into supervisory and management roles.
- Partnered cross-functionally with Executive Leadership, Human Resources, Training, Workforce Management, Information Technology, and Operations to improve organizational performance, support strategic initiatives, and deliver measurable business results.
Timeline
Customer Experience Manager/Quality Assurance Manager
EmpiRx Health
11.2023 - 06.2026Read More
Customer Service Manager
Conduent Human Resource Services
01.2005 - 07.2023Read More
Service Center Liaison/Client Service Manager
Conduent Human Resource Services
01.1999 - 01.2005Read More
Benefits Consulting Services Analyst II/ Quality Coach
Mellon HR Solutions, PWC
01.1998 - 01.1999Read More
Benefits Administration Services Associate
Mellon HR Solutions, PWC
11.1996 - 12.1997Read More
Rockland Community College
Bachelor of Arts from Business
Read More
Ramapo College
Bachelor of Science from Business Management
Read More