JENNIFER PESTANA

Deliver exceptional service by collaborating with insureds, adjusters, underwriters, and independent broker partners. Receive and handle requests from insureds and their brokers as well as internal requests from claims, underwriting, accounting, and regional management. Train across several departments to ensure the most efficient and accurate assistance possible to the membership and partner brokers, including claims, risk management, underwriting, and accounting. Calmly and empathetically handle all inquiries including complex policy, coverage, and billing issues. Transitioned to a small team that handles follow-up with complaints and detractor comments submitted via the membership survey. Escalate inquiries outside Member Service authority diplomatically while maintaining ownership of the request.

• Regularly awarded for excellent customer feedback and engagement.
• Responded to customer calls and emails to answer questions about products and services.
• Assisted members with correcting account, service, and system issues by maintaining accurate records an Process policy endorsements.
• Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
• Processed payments for memberships, ensuring accuracy and timeliness in financial transactions.
• Supported cross-departmental initiatives aimed at streamlining processes related to membership maintenance or renewal.
• Actively participated in professional development activities focused on advancing skills in customer service and relationship management.
• Worked closely with management to identify opportunities for enhancing member satisfaction across all touchpoints.
• Developed strong rapport with clientele, leading to increased loyalty and trust in the organization''s services.
• Gathered feedback from members on their experiences, using insights to drive future improvements in service delivery.
• Handled sensitive situations with discretion, protecting member privacy while resolving conflicts swiftly.
• Maintained information security and member privacy, especially regarding incoming calls and document handling.
• Served as a liaison between members and other departments, facilitating smooth communication and issue resolution.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Handled complaints with prompt, courteous service to uphold professional reputation.
• Maintained updated knowledge of internal processes and industry best practices to optimize service delivery.

Provide outstanding assistance to insurance carrier adjusters and policyholders displaced from their homes for any reason. Accept and answer various requests from all other teams requiring comprehensive contact and astute communications with adjusters, insureds, landlords, and vendors. Cross-train on all facets of the housing process to support adjusters and policyholders with any emerging requirements. Communicate and engage with a wide range of unsatisfied/distressed clients in a courteous and empathetic manner. Document/record all key activities or actions in Salesforce accurately and efficiently. Sort and complete numerous task requests by prioritizing based on urgency and importance. Perform multiple functions while operating in both PC or MAC settings. Utilize email, chat, text, and phone calls to engage with customers effectively. Engage with accounting to oversee and verify ALE checks.

• Maintained current understanding of market conditions, compliance standards and best practices.
• Reduced costs by identifying inefficiencies in operations and implementing cost-saving measures.
• Managed budgets effectively, consistently staying within financial constraints while maximizing resource allocation for optimal results.
• Ability to effectively multitask.
• Prioritize task requests based on urgency and need.
• Work collaboratively to achieve service goals.
• Work independently in a self-assigned queue based system, handling 20-30 relocation inquiries per day.
• Remain flexible and adaptable while maintaining strict adherence to policy stipulations.
• Cultivated positive relationships with vendors to deliver timely and cost-effective housing services, including negotiating rates with hotel management..
• Developed strong client relationships through consistent communication and attentive service.
• Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
• Interpreted clients' needs and introduced services to fit specific requirements.
• Attended training programs to deepen professional skillset and assisted in training fellow associates on existing and new training programs.
• Listened and responded to customer requests and forwarded necessary information to superiors.
• Enhanced team productivity by streamlining processes and implementing time-saving strategies.
• Collaborated with cross-functional teams to achieve housing goals on time and within budget.
• Earned recognition as a top performer consistently, exceeding targets throughout my tenure.

Ensured delivery of optimal customer services by managing phone calls and responding to customer queries seeking technical and general customer service information. Offered prompt and high-quality customer/client service through consistent, collaborative efforts with Sales Associates. Assured complete confidentiality of personal and medical data and information provided by clients and maintained stringent legal and safety requirements for all clients, including, but not limited to, restricting access to services to customers not satisfying State and County's essential criteria. Delivered thorough follow-up to resolve issues and efficiently personalize resolutions to clients' needs. Identified site infections and responses, offered assistance, and determined when to refer a client to a medical specialist—safeguarded environment by observing all prescribed hygiene, sanitization, sterilization procedures, and machine maintenance. Continually reviewed quality standards and ensured employees' compliance with implemented customer service standards and County and State guidelines. Optimized sales by effectively upselling items based on prior purchases and customer-specific requirements.

Customer Service: 2006- 2021

• Oversaw 50-100 customers every day on average, without making any customer feel hurried or abandoned.
• 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.
• Managed constant flow of customer interactions with minimal wait times.
• Updated account information to maintain customer records.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Handled escalated interactions efficiently, finding satisfactory resolutions for both customers and company alike.
• Offered advice and assistance to customers, paying attention to special needs or wants.

Employee Training: 2013-2021

• Train all apprentices per State, County, and Company guidelines.
• Explain complex, intuitive procedures in ways that are easy to comprehend.
• Create and adapt training materials based on regulations and customer feedback.
• Regularly monitor for quality standards, ensuring employees ongoing compliance with customer service standards and County/State regulations
• Conduct new hire monitoring for Quality and Regulatory Compliance
• Perform regular testing and analysis to ensure that all employees, practices, and procedures consistently meet quality and regulatory compliance standards.
• Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
• Conducted training sessions for Customer Service Representatives on various aspects, including soft skills development, product knowledge enhancement, and procedural updates.
• Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers experiences.
• Fostered customer-centric culture by consistently reinforcing empathy, understanding, and patience in all interactions with clients.
• Developed customer service policies and procedures to meet and exceed industry service standards.