Jennifer Phelps
Bee Cave, TX
Summary
Professional office support specialist with extensive experience in administrative functions and office management. Known for reliability and adapting to dynamic work environments. Excellent organizational abilities and collaborative mindset ensure seamless team operations and goal achievement.
Overview
25
25
years of professional experience
Work History
Client Service Representative II
Century Outdoor Services
08.2022 - Current
- Delivered exceptional client support, addressing inquiries and resolving issues promptly.
- Collaborated with teams to enhance service delivery and improve customer satisfaction ratings.
- Trained new staff on client management systems and best practices for service excellence.
- Streamlined communication processes between departments, ensuring timely project updates for clients.
- Analyzed customer feedback to identify service gaps and recommend process improvements.
- Mentored junior representatives, fostering professional growth and improving team performance standards.
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Participated in regular meetings with management to discuss performance goals, strategies for improvement, and ongoing challenges faced by the team.
- Adapted quickly to changes in company policy or procedures while maintaining excellent service standards for existing clients.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained staff on operating procedures and company services.
- Trained new personnel regarding company operations, policies and services.
Word Processing Lead
Texas Farm Bureau
09.2015 - 06.2022
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Managed time efficiently in order to complete all tasks within deadlines.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Proved successful working within tight deadlines and a fast-paced environment.
Customer Service Representative/Data Entry
GDIT
12.2013 - 02.2014
- This was an inbound call center position during the Affordable Care Act’s Open Enrollment period. I answered questions and assisted with ACA applications, as well as other duties as assigned.
- Temporary position
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Provider Customer Service Representative/Data Entry
HCSC (Blue Cross Blue Shield TX)
09.2010 - 08.2012
- Resolved provider inquiries regarding claims processing and reimbursement policies.
- Facilitated communication between providers and internal departments to ensure timely issue resolution.
- Educated providers on benefits, eligibility criteria, and network participation guidelines.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Prioritized tasks effectively during peak call periods, ensuring optimal productivity without compromising service quality.
- Educated clients on available resources and tools, empowering them to make informed decisions about their healthcare needs.
Retention Specialist
Sprint
05.2010 - 09.2010
- I handled escalated calls from dissatisfied customers. I offered solutions to improve their experience so that we could attempt to retain them as customers.
Supervisor
UpSource Oklahoma
07.2008 - 05.2009
- I started out as a Customer Service Representative. One month later, I was promoted to Team Lead, and one month after that, I was promoted to Supervisor. I coached our call center agents, handled payroll, assisted on calls, settled customer accounts, and handled escalated phone calls as necessary.
Quality Coach/Quality Assurance
Synergy Solutions
11.2007 - 02.2008
- This was a temporary job in which we took calls to enroll customers into Medicare Part D plans. My job was to handle incoming calls, as well as review calls from other agents and give them feedback, grade their scores, and send the results to our home office in Arizona. I also stepped in as Supervisor whenever necessary and took escalated calls as needed.
Account Services/Data Entry
Sterling Trust Company
03.2007 - 11.2007
- I worked in the Account Services department and updated IRA information for our clients. I also performed various other duties as necessary.
Customer Service Rep/Policy Issue Clerk/Data Entry
American Income Life Insurance
06.2003 - 12.2006
- I answered phones, handled email correspondence, handled returned items and reconciled customer accounts, processed DAF/loan requests, cancelled policies at the request of customers, etc.
- For the last 6 months I worked there, I was a Policy Issue clerk and issued new life insurance policies.
Patient Service Representative/Data Entry
Hillcrest Baptist Medical Center
06.2001 - 05.2002
- I worked in Patient ER Registration. My duties included registering/admitting patients, obtaining insurance information, collecting co-pays, obtaining and updating personal information, etc.
Student Worker
Baylor University VP for Student Life
01.2001 - 05.2001
- I worked as an Office Assistant, assisting in the day to day duties of the office. I updated schedules and calendars to keep the VP on task with meetings and visitors. I maintained an inventory and stocked supplies, handled and distributed mail, handled the mailing out of important information/announcements, etc.
Student Administrative Assistant
Baylor University Campus Recreation
06.2000 - 01.2001
- As an office assistant, I answered phones, provided customer service both over the phone and in person, I checked and distributed mail, updated files and documents as necessary, etc.
- I also worked as a Personal Assistant to the Fitness Coordinator, helping with planning and executing special events, registering participants, creating fliers and brochures advertising their services, etc.
Education
Bachelor of Arts - General Studies - Human Resources Concentration
Southern New Hampshire University
Hooksett, NH12-2026
Skills
- Advanced grammar expertise
- Effective oral and written communication
- Organized file management
- Effective time management for deadlines
- Data organization and maintenance
- Proficient in CRM tools
- Detail-oriented data entry
- Administrative assistance expertise
- Skilled in Microsoft Office tools
- Exhibits professionalism in high-stress situations
- Efficient data management
Timeline
Client Service Representative II
Century Outdoor Services
08.2022 - Current
Word Processing Lead
Texas Farm Bureau
09.2015 - 06.2022
Customer Service Representative/Data Entry
GDIT
12.2013 - 02.2014
Provider Customer Service Representative/Data Entry
HCSC (Blue Cross Blue Shield TX)
09.2010 - 08.2012
Retention Specialist
Sprint
05.2010 - 09.2010
Supervisor
UpSource Oklahoma
07.2008 - 05.2009
Quality Coach/Quality Assurance
Synergy Solutions
11.2007 - 02.2008
Account Services/Data Entry
Sterling Trust Company
03.2007 - 11.2007
Customer Service Rep/Policy Issue Clerk/Data Entry
American Income Life Insurance
06.2003 - 12.2006
Patient Service Representative/Data Entry
Hillcrest Baptist Medical Center
06.2001 - 05.2002
Student Worker
Baylor University VP for Student Life
01.2001 - 05.2001
Student Administrative Assistant
Baylor University Campus Recreation
06.2000 - 01.2001
Bachelor of Arts - General Studies - Human Resources Concentration
Southern New Hampshire University
Similar Profiles
Yoong Fei, Lewis CHUYoong Fei, Lewis CHU
Senior Project Director at Century Century Electrical Services Sdn. Bhd.Senior Project Director at Century Century Electrical Services Sdn. Bhd.
Joe SyrusJoe Syrus
Co-Founder at 20/40 Outdoor ServicesCo-Founder at 20/40 Outdoor Services
Brittany HaddenBrittany Hadden
Laborer at Davis Outdoor Services & ConstructionLaborer at Davis Outdoor Services & Construction
Jacob CochranJacob Cochran
Sheriff's Deputy at Randall County Sheriff's OfficeSheriff's Deputy at Randall County Sheriff's Office
Jack ParrishJack Parrish
Eagle Scout Project Leader at Boy Scouts of AmericaEagle Scout Project Leader at Boy Scouts of America