Jennifer Nance
Greensboro,NC
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with a swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
10
10
years of professional experience
Work History
Customer Service Lead Representative
Cigna-Service Recovery & Customer Satisfaction Team
Chattanooga, TN
06.2023 - Current
- Assisted frontline advocates in resolving escalated calls for Supplemental Health Solutions and provided education and coaching opportunities.
- Led team initiatives to enhance customer satisfaction and service recovery processes.
- Mentored staff on best practices for handling complex customer inquiries and escalations.
- Analyzed customer feedback to identify trends and drive continuous improvement efforts.
- Collaborated with cross-functional teams to implement process improvements and streamline workflows.
- Managed performance metrics to ensure alignment with organizational goals for customer service excellence.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Exceeded performance goals consistently through effective communication and problem-solving skills.
- Established strong relationships with clients, leading to repeat business and positive feedback.
Customer Service Representative
Cigna-Supplemental Health Solutions
Chattanooga, TN
06.2022 - 06.2023
- Resolved customer inquiries, providing accurate information about supplemental health products and services.
- Analyzed customer feedback to identify trends and implement process improvements for better service delivery.
- Enhanced customer engagement strategies through personalized follow-ups, resulting in improved retention rates.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Dental Assistant II
Dentistry of the Carolinas
Concord, NC
06.2016 - 05.2019
- Assisted with patient intake and medical history documentation to support accurate treatment planning.
- Prepared treatment rooms, ensuring all necessary instruments and materials were sterile and ready for procedures.
- Educated patients on oral hygiene practices, contributing to improved patient awareness and compliance.
- Supported dentists during various procedures by anticipating needs and efficiently providing dental instruments.
- Implemented a new inventory management system, improving tracking of dental supplies and reducing shortages.
- Trained junior staff on clinical protocols and office procedures, enhancing team efficiency and performance.
- Performed X-rays safely while adhering to radiation safety guidelines, ensuring high-quality diagnostic images for dentists' evaluations.
Education
Bachelor of Science - Psychology
Purdue Global
West Lafayette07-2027
Dental Assistant II - Dentistry
Rowan Cabarrus Community College
Salisbury, NC2016
Skills
- Effective escalation resolution
- Proactive problem-solving
- Troubleshooting skills
- Analytical problem-solving
- Critical thinking
- Customer service coaching
- Team training
- Collaborative team member
- Strong verbal and written communication
- Conflict resolution strategies
- Efficient data management
- Service quality monitoring
Hard-Working
I am known for my strong work ethic and dedication to getting the job done right. I consistently strive to deliver high quality results and contribute to the overall success of the team.
Initiative
I am proactive and take the initiative to identify opportunities for improvement. Whether it’s streamlining processes, troubleshooting issues, or taking on additional responsibilities, I consistently seek ways to contribute beyond my core duties and support the success of the team.
Timeline
Customer Service Lead Representative
Cigna-Service Recovery & Customer Satisfaction Team
06.2023 - Current
Customer Service Representative
Cigna-Supplemental Health Solutions
06.2022 - 06.2023
Dental Assistant II
Dentistry of the Carolinas
06.2016 - 05.2019
Bachelor of Science - Psychology
Purdue Global
Dental Assistant II - Dentistry
Rowan Cabarrus Community College