Jennifer Ostulano
Chesapeake,VA
Summary
Professional with robust background in conflict resolution and customer service. Skilled in navigating complex issues, implementing solutions, and ensuring client satisfaction. Strong collaborator with focus on team synergy and adaptability to changing demands. Proven ability to communicate effectively, mediate disputes, and achieve results-driven outcomes.
Overview
19
19
years of professional experience
Work History
Quality Assurance Manager
ClearOne Advantage
Chesapeake, VA
03.2024 - 02.2026
- Analyzed quality metrics to drive continuous process improvements and operational efficiency.
- Oversaw documentation processes for quality control procedures, ensuring accuracy and accessibility of records.
- Trained team members on quality assurance principles, fostering a culture of accountability and high performance.
- Collaborated with team members to develop innovative approaches to debt settlement and recovery.
- Utilized various skip tracing tools effectively locating hard-to-find debtors, increasing opportunities for successful collections.
- Assisted in training new hires on company policies, procedures, and best practices for effective debt collection techniques.
- Ensured compliance with all relevant regulations and industry standards pertaining to debt collection activities.
Training Manager
ClearOne Advantage
Chesapeake, VA
10.2023 - 03.2024
- Developed and implemented comprehensive training programs to enhance employee performance and engagement.
- Facilitated workshops and training sessions using adult learning principles to maximize knowledge retention.
- Collaborated with leadership to align training initiatives with organizational goals and strategic objectives.
- Alternated training methods to diversify instruction, strengthen learning opportunities, and enhance program success.
- Developed and implemented comprehensive training program to increase employee productivity and morale.
- Monitored and evaluated training performance to determine quality and cohesiveness.
- Communicated all learning and performance objectives, schedules, and training assessments to upper management.
- Organized and edited training manuals, multimedia visual aids, and other educational materials.
- Spearheaded design and implementation of multiple training courses to establish successful onboarding of new employees.
- Conducted orientation sessions and organized on-the-job training for new hires.
- Facilitated team-building exercises that improved communication and collaboration among team members.
Payment Resolution Specialist
ClearOne Advantage
Chesapeake, VA
02.2022 - 10.2023
- Facilitated case resolutions by collaborating with cross-functional teams to enhance client satisfaction.
- Streamlined dispute resolution processes, improving response time and customer experience.
- Analyzed root causes of recurring issues to implement preventive measures, reducing the number of future complaints.
- Coordinated with internal departments as needed to gather information on each individual case, facilitating a more accurate and timely response.
- Exceeded performance targets consistently by prioritizing workload effectively and managing time efficiently during periods of high call volume or complex caseloads.
Hygiene Coordinator
Konikoff Dental Associates
Chesapeake, VA
07.2007 - 02.2022
- Coordinated scheduling for hygiene department, ensuring efficient resource allocation and workload management.
- Implemented process improvements resulting in enhanced workflow efficiency across scheduling operations.
- Managed patient scheduling and appointment confirmations to enhance office efficiency.
- Developed strong patient relationships through effective communication and personalized service.
- Resolved patient inquiries and concerns promptly, contributing to high levels of patient satisfaction.
- Collaborated with dental team to optimize workflow, improving overall clinic productivity.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Provided excellent customer service by promptly addressing patient inquiries via phone, email, or in-person interactions.
- Understood dental terminology and insurance breakdowns to communicate with external stakeholders.
- Expedited appointment scheduling through effective utilization of office management software systems.
- Reduced no-show rates through timely and effective appointment reminders and confirmations.
- Reduced wait times for appointments through efficient management of the hygiene schedule.
- Made and confirmed appointments to promote necessary follow-up care to maintain dental health.
Education
Associate of Arts - Business Management
Tidewater Community College
Virginia Beach, VA05.1992
High School Diploma -
Floyd E Kellam High School
Virginia Beach, VA06.1989
Skills
- Team building
- Teamwork and collaboration
- Problem-solving skills
- Time management
- Attention to detail
- Multitasking
- Calm and professional under pressure
- Excellent communication
- Active listening
- Employee training
- Performance metrics
- Process analysis
- Operations management
Timeline
Quality Assurance Manager
ClearOne Advantage
03.2024 - 02.2026
Training Manager
ClearOne Advantage
10.2023 - 03.2024
Payment Resolution Specialist
ClearOne Advantage
02.2022 - 10.2023
Hygiene Coordinator
Konikoff Dental Associates
07.2007 - 02.2022
Associate of Arts - Business Management
Tidewater Community College
High School Diploma -
Floyd E Kellam High School