Hi, I’m
Jennifer Nikitenko
Port Saint Lucie
Summary
Dynamic Technical Writer and Resolution Team Lead at Cigna, adept in editing, proofreading, and effective writing. Excelled in high-stress situations, enhancing customer loyalty through empathetic dispute resolution. Recognized for leadership and outstanding document management, significantly improving project efficiency. Mastery in both hard (document formatting) and soft (active listening) skills, consistently exceeding performance metrics.
Overview
16
years of professional experience
Work History
Cigna
Technical Writer
07.2011 - 11.2024
Job overview
- Proved successful working within tight deadlines and a fast-paced environment.
- Managed version control and timely updates of documents through effective project tracking and organization skills.
- Conducted thorough document reviews to identify inaccuracies, inconsistencies, or areas needing clarification.
- Followed company policies and editorial guidelines to craft thorough, well-written content.
- Collaborated with cross-functional teams to gather information for accurate and comprehensive documentation.
- Maintained consistency across company documents by adhering to established style guidelines and templates.
Cigna
Resolution Team Lead
07.2011 - 11.2019
Job overview
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Mentored junior team members, providing guidance on best practices and approaches to problem-solving in complex situations.
- Streamlined case management processes by identifying redundancies and implementing improvements, resulting in faster response times for customers.
- Recognized for outstanding leadership skills, contributing to the overall success of the resolution team.
- Managed escalated cases with professionalism and diplomacy, resolving issues while maintaining positive client relationships.
Cigna
Customer Service Representative
03.2009 - 07.2011
Job overview
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Education
Uniondale High SchoolUniondale, NY
High School Diploma
06-1989
Skills
- Editing and proofreading
- Effective writing
- Document formatting
- Instruction writing
- Customer service
- Active listening
- Critical thinking
- De-escalation techniques
- Problem-solving
- Time management
- Attention to detail
Awards
Circle of Excellence
Timeline
Technical Writer
Cigna
07.2011 - 11.2024
Resolution Team Lead
Cigna
07.2011 - 11.2019
Customer Service Representative
Cigna
03.2009 - 07.2011
Uniondale High School
High School Diploma
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