Jennifer Moore
KANSAS CITY,MO
Summary
Skilled Operations Supervisor with broad experience in overseeing daily operations, streamlining processes, and implementing effective business strategies. Strengths include strong leadership abilities, organizational skills and a keen focus on operational efficiency. Previous roles have led to improved team productivity, cost reduction and enhanced operational workflows.
Overview
28
28
years of professional experience
Work History
Government Programs Operations Supervisor
Blue Cross and Blue Shield of Kansas City
Kansas City, MO
03.2021 - Current
- Played an integral role in transitioning the Medicare Advantage line of business from Lumeris back into Blue Cross and Blue Shield of Kansas City, effectively supporting the Government Programs Customer Service Department.
- Began as a Liaison, providing guidance on call handling techniques to Customer Advocates. Earned promotion to supervisor.
- Oversaw team performance while simultaneously driving various projects.
- Managed and nurtured vendor company relationships to ensure optimal contractor hiring process.
- Collaborated closely with Learning and Development department to ensure training accuracy and relevancy, while also providing pre- and post-class support.
- In 2023, the Government Programs Customer Service Department successfully recruited a Training Coordinator and established three Liaisons to provide support for new hires.
- Oversaw the training process for Training Coordinators, Liaisons, and the Learning and Development team to elevate the competence and satisfaction of new hires during call handling.
Government Programs Customer Service Liaison
Blue Cross and Blue Shield of Kansas City
Kansas City, MS
09.2020 - 03.2021
- Developed strategies to improve customer service processes.
- Created detailed reports on customer service metrics for management review.
- Collaborated with cross-functional teams to ensure customer satisfaction goals were met.
- Ensured compliance with company policies and procedures related to customer service activities.
- Performed administrative tasks such as filing documents and responding to emails.
- Monitored call center performance to ensure quality control standards were met.
- Developed training materials for new hires in the customer service department.
- Identified opportunities for improved processes related to customer service operations.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Mentored junior team members and managed employee relationships.
Customer Advocate Senior
Blue Cross and Blue Shield of Kansas City
Kansas City, Missouri
05.2020 - 09.2020
- Collaborated with colleagues across multiple departments to resolve customer issues quickly and efficiently.
- Actively sought out ways to improve current processes related to customer experience.
- Provided customer support through phone, email and chat channels.
- Identified trends in customer service inquiries and reported them to management team.
- Used different knowledge banks to research customer problems and develop accurate responses.
- Performed extensive research on all inquiries and concerns to achieve complete client satisfaction.
- Reached out to providers to help develop comprehensive solutions.
- Mentored junior team members and managed employee relationships.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
Customer Advocate II
Blue Cross and Blue Shield of Kansas City
Kansas City, MO
12.2019 - 05.2020
- Escalated complex customer cases as necessary to appropriate teams and departments.
- Actively sought out ways to improve current processes related to customer experience.
- Collaborated with colleagues across multiple departments to resolve customer issues quickly and efficiently.
- Followed up with customers after resolution of their issue to ensure satisfaction was achieved.
- Provided customer support through phone, email and chat channels.
- Researched customer inquiries to ensure accurate resolution of their issues.
Customer Service Advocate I
Blue Cross and Blue Shield of Kansas City
Kansas City, MO
05.2019 - 12.2019
- Performed follow-up procedures after customer service interaction was completed.
- Followed up on customer inquiries not immediately resolved.
- Maintained records of customer interactions and transactions.
- Developed relationships with customers through friendly conversations.
- Managed incoming calls from customers in a professional manner.
- Utilized problem solving skills to resolve customer issues quickly and efficiently.
- Adhered to all company guidelines when interacting with customers.
- Responded promptly to customer inquiries in person, by telephone or electronically.
- Provided accurate, valid, and complete information to customers in a timely manner.
- Greeted and assisted customers with inquiries regarding products and services.
Account Representative
AT&T
Kansas City, MO
03.1996 - 01.2019
- Participated in training programs designed to enhance job knowledge.
- Resolved customer complaints in a timely manner.
- Implemented process improvements resulting in increased efficiency.
- Developed and maintained strong relationships with clients, vendors and colleagues.
- Provided excellent customer service to ensure client satisfaction.
- Processed orders promptly according to established procedures.
- Responded quickly to customer inquiries via phone or email.
- Addressed and resolved client concerns and issues in a timely and effective manner.
- Set up and updated customer accounts with interactions, payments and personal information.
- Educated clients on industry trends and how products and services can address their specific challenges.
- Sustained elevated level of customer satisfaction while striving to exceed sales and profitability.
- Listened to customer needs to identify and recommend best products and services.
- Identified customer needs by asking questions and advising on best solutions.
Education
High School Diploma -
Winnetonka High School
Kansas City, MO05-1995
Skills
- Quality Assurance
- Performance monitoring
- Operations Management
- Project Management
- Delegation
- Employee Development
- Scheduling Coordination
- Team Training
- Task Delegation
- Customer Relations
- HR knowledge
Timeline
Government Programs Operations Supervisor
Blue Cross and Blue Shield of Kansas City
03.2021 - Current
Government Programs Customer Service Liaison
Blue Cross and Blue Shield of Kansas City
09.2020 - 03.2021
Customer Advocate Senior
Blue Cross and Blue Shield of Kansas City
05.2020 - 09.2020
Customer Advocate II
Blue Cross and Blue Shield of Kansas City
12.2019 - 05.2020
Customer Service Advocate I
Blue Cross and Blue Shield of Kansas City
05.2019 - 12.2019
Account Representative
AT&T
03.1996 - 01.2019
High School Diploma -
Winnetonka High School
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