Jennifer Pavlica
Conway,PA
Summary
Social Worker seeking to enter the profession, providing exceptional professional care and implementing appropriate interventions. Utilize variety of resources to identify unique needs and assist vulnerable populations. Adept at establishing strong rapport with individuals from diverse backgrounds.
Overview
20
20
years of professional experience
11
11
Veterinary Technician
9
9
Customer Service
Work History
Consumer Service Concierge Senior
UPMC
Pittsburgh, PA
08.2021 - Current
- Handle incoming calls from patients and patient representatives regarding billing questions and issues.
- Prioritize HIPAA standards when verifying callers and confirming or releasing patient information.
- Document calls and categorize calls per department standards.
- Perform follow-up of complicated account issues and communicate with patients via phone when reviews are completed.
- Maintained high level of professionalism and discretion when dealing with patients.
- Demonstrated solid attention to detail when processing patient payments and insurance verification.
Loan Counselor/Customer Service Representative
PHEAA
Pittsburgh
10.2019 - 08.2021
- Inbound call center servicing Federal student loans and Public Service Loan Forgiveness program.
- Maintained compliance with regulatory requirements through diligent documentation and accurate record-keeping practices.
- Explained very technical financial information to borrowers in easy-to-understand language.
- Analyzed potential risks and evaluated loan repayment options to identify suitable options for borrowers.
- Provided exceptional customer service throughout the loan servicing process, addressing inquiries promptly and professionally.
- Handled customer complaints with relative ease by conducting research, listening carefully, and taking appropriate action.
- Assisted borrowers with improving financial health by counseling them on issues such as excessive spending and borrowing.
- Worked effectively in fast-paced environments.
Customer Service Representative
CLEAResult
Iselin
08.2018 - 10.2019
- Assist customers with home energy efficiency audit applications and low-income home improvement programs offered through NYSERDA.
- Process applications, extensions, and follow up with applications on file; make outbound calls as needed for follow up.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Met customer call guidelines for service levels, handle time and productivity.
Escalated Customer Service Representative
PHEAA
State College
11.2015 - 06.2018
- Managed escalated accounts, following up with borrowers to ensure high customer service satisfaction.
- Promoted superior experience by addressing borrower concerns, demonstrating empathy, and resolving problems swiftly.
- Responded to borrower requests, offering excellent support and tailored recommendations to address needs.
- Cross-trained and provided backup support for organizational leadership.
- Educated borrowers about billing, payment processing and support policies and procedures.
Education
Bachelor of Science - Child And Family Services
Geneva College
Beaver Falls, PA12.2024
Associate of Science - Business Management
Eastern Gateway Community College
Steubenville, OH08.2022
Associate of Applied Science - Veterinary Technology
LaGuardia Community College
Long Island City, NY01.1993
Skills
- Customer Service
- Effective problem solving
- Clear Communication
- Medical terminology knowledge
- Professional telephone demeanor
- Escalation management
- Building rapport
- Call center experience
- MS Office
- Understanding Customer Needs
- Active Listening
- De-Escalation Techniques
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company services by doing inquiry follow-up calls.
Awards
- Member of Phi Theta Kappa honor society
- Dean's List accomplished at Geneva College Fall 2023
Volunteer Experience
- Missions Coordinator at Cross Connections Alliance Church, McDonald, PA. Manage monthly missions emphasis and coordinate all missions-related activities
- Former Sunday School Teacher for high school students. Junior church teacher for elementary grades
Timeline
Consumer Service Concierge Senior
UPMC
08.2021 - Current
Loan Counselor/Customer Service Representative
PHEAA
10.2019 - 08.2021
Customer Service Representative
CLEAResult
08.2018 - 10.2019
Escalated Customer Service Representative
PHEAA
11.2015 - 06.2018
Bachelor of Science - Child And Family Services
Geneva College
Associate of Science - Business Management
Eastern Gateway Community College
Associate of Applied Science - Veterinary Technology
LaGuardia Community College