Jennifer Penn
Lithonia,GA
Summary
Dedicated professional with over 7 years of experience in customer support, training, and process improvement. Bachelor’s degree in psychology with a strong focus on utilizing technology to enhance efficiency and customer satisfaction. Skilled in implementing SLA models, macros, and automation to streamline operations. Proficient in CRM systems such as Salesforce and Zendesk, as well as project management tools like Jira. Seeking to leverage my expertise in a dynamic, technology-driven environment.
Overview
12
12
years of professional experience
Work History
Medical Information Associate
Thermo Fisher Scientific Inc.
10.2022 - Current
- Provided empathetic support to diabetic patients and healthcare providers, handling over 100 inbound calls monthly related to adverse events and product complaints.
- Utilized CRM systems to manage patient interactions and ensure 100% compliance with FDA regulations.
- Implemented automation and AI tools, reducing documentation and reporting processing time by 20%.
Service Center Representative
AbleTo
03.2022 - Current
- Conducted training sessions for new hires on product offerings, protocols, and services, increasing team efficiency by 15%.
- Developed and implemented macros and automations, streamlining insurance processing and customer service workflows.
- Utilized reporting tools to monitor and analyze performance metrics, driving 10% improvement in customer satisfaction.
- Resolved customer complaints by investigating issues, identifying solutions, and implementing corrective actions.
Patient Care Coordinator
Wilmer Eye Institute
02.2020 - 03.2022
- Scheduled over 200 ophthalmology appointments monthly using EPIC, ensuring efficient time management for medical staff.
- Managed inbound/outbound calls using auto-dialer system, achieving 95% satisfaction rate in service standards.
- Processed insurance claims and liaised with insurance companies, enhancing billing efficiency by 25%.
Senior Patient Care Coordinator
Alliance Rx Walgreens Prime Specialty Pharmacy
09.2012 - 12.2019
- Organized daily delivery of specialty medications, utilizing CRM systems to ensure accuracy and timeliness for over 300 patients.
- Monitored and updated patients' adverse reactions in clinical records, leveraging automation tools for effective data management.
- Provided issue resolution via email and phone support, using macros to expedite response times and ensure 90% customer satisfaction rate.
Education
Bachelor of Arts - Psychology
Southern New Hampshire University
Manchester, NH10-2023
Skills
- CRM Systems (Salesforce, Zendesk, Deskpro)
- Macros & Automations
- Project Management Tools (Jira)
- Reporting & Data Analysis
- SLA Models & KPI Monitoring
- AI & Machine Learning Integration
- Time Management
- Communication Skills
- Multichannel Support (Email, Phone, Chat)
- Insurance Claims Processing
- Microsoft Office Suite
Timeline
Medical Information Associate
Thermo Fisher Scientific Inc.
10.2022 - Current
Service Center Representative
AbleTo
03.2022 - Current
Patient Care Coordinator
Wilmer Eye Institute
02.2020 - 03.2022
Senior Patient Care Coordinator
Alliance Rx Walgreens Prime Specialty Pharmacy
09.2012 - 12.2019
Bachelor of Arts - Psychology
Southern New Hampshire University