JENNIFER NAPPER
ENGLEWOOD,CO
Summary
Experienced with assisting members in service-related inquiries and issues. Utilizes effective communication to provide resolutions and support. Track record of demonstrating empathy and maintaining member satisfaction.
Professional with strong track record in customer service and advocacy. Proven ability to enhance member satisfaction through effective communication and problem-solving skills. Adept at working collaboratively within teams to deliver results and adapt to changing needs. Skilled in conflict resolution, data management, and providing exceptional support in high-pressure environments.
Overview
22
22
years of professional experience
Work History
Member Services Senior Advocate
AETNA/CVS Healthcare
Denver, CO
08.2025 - 04.2026
- Served as the primary point of contact for members, delivering high-quality customer support related to benefits, claims, eligibility, and coverage inquiries.
- Navigated complex healthcare plans to clearly explain policies, procedures, and cost responsibilities to members.
- Resolved member issues efficiently by coordinating with providers, pharmacies, and internal departments.
- Advocated for members by identifying solutions to improve access to care and ensure a positive customer experience.
- Documented interactions accurately in CRM systems while maintaining compliance with HIPAA and company policies.
- Handled a high volume of inbound calls while meeting or exceeding performance metrics such as call resolution, quality scores, and customer satisfaction.
- Assisted members with prior authorizations, billing concerns, and claims status inquiries.
- Educated members on available programs, wellness resources, and preventive care options.
- De-escalated sensitive situations with empathy and professionalism to maintain member trust.
- Collaborated with cross-functional teams to resolve complex cases and improve service processes.
Salon Manager
Phenix Salon Suites
Lone Tree, CO
07.2004 - 05.2025
- Developed strong customer service skills by providing excellent client consultations.
- Demonstrated ability to manage multiple tasks while remaining adaptable and flexible.
- Uphold safety and sanitation standards to reduce salon risks.
- Utilized creative problem-solving skills when dealing with difficult situations.
- Negotiated leasing contracts with tenants on behalf of landlords.
- Inspected vacant units for repairs or renovations needed prior to leasing.
- Maintained accurate records of leasing activities on property management software systems.
- Negotiated and executed leasing contracts.
- Staged salon suites for potential tenants tours.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Conducted inspection/walk-throughs of potential salon acquisitions.
Education
Cosmetology - undefined
Pickens Technical College
AuroraSkills
- Customer Service
- Inventory Management
- Business Management
- Leasing
- Tenant Management
- Negotiations
- Recruitment
- Scheduler
- Problem resolution
- Customer service excellence
- Attention to detail
- Teamwork and collaboration
- Member correspondence
- Healthcare
- Database maintenance
- Data entry proficiency
- Complaint handling
- HIPAA compliance
- Insurance verification
- Claims processing
- Data management
- Pharmacy and customer records management
- Pharmaceutical calculations
Timeline
Member Services Senior Advocate
AETNA/CVS Healthcare
08.2025 - 04.2026
Salon Manager
Phenix Salon Suites
07.2004 - 05.2025
Cosmetology - undefined
Pickens Technical College