Jennifer Rice
Detroit,MI
Summary
With over 15 years of office experience, versatile and experienced professional dedicated to delivering exceptional results. Strong attention to detail and efficient work style for effectively handling organizational and office support tasks in fast-paced environments. Excellent oral and written communication abilities for effective communication with colleagues and clients alike. Committed to excellence, ready to contribute skills and expertise to help drive success in any organization.
Overview
10
10
years of professional experience
Work History
Tier 1 SERVICE AGENT
V-Dart, Inc.
11.2021 - Current
- Provided technical support for resolution of customer problems, incidents, issues, requests, and inquiries
- Coordinated with support and production teams as required to resolve requests/issues in a timely manner
- Ensured that proper documentation, notification, escalation, tracking and follow up for all incidents
- Contacted members to follow up on unresolved requests
Tier 1 Quality Auditing Analyst
V-Dart, Inc.
03.2023 - 03.2024
- Monitors, evaluates, and scores inbound and outbound customer calls to ensure agents are interacting with potential clients in accordance with company guidelines
- Provides call data reports to Senior Management to identify trends and for areas of improvement in coaching training
- Calibrate with internal and external support team for continued agent learning and growth
- Submits weekly audit call forms to track agent activities
CUSTOMER SERVICE AGENT
V-Dart, Inc.
03.2021 - 11.2021
- Processed and updated unemployment claims via inbound and outbound calls and/or chat module
- Reviewed and evaluated client information and other documentation to determine income eligibility
- Developed and maintained professional business relationships through verbal and written communication with team members, employers, and clients
- Documented all encounters in clear and concise logs
- Met individual performance standards/metrics
Office Intern
Wayne State University
08.2019 - 12.2020
- Company Overview: HIGH Program
- Recruited and interviewed potential new intern, work-study, and volunteer candidates
- Managed all social media accounts, creating content and responding to comments to enhance programs online presence
- Partnered with co-workers on special projects, tasks, and proofreading marketing material for campus online posts
- Other daily duties consisted of copying and attending outreach events
- HIGH Program
FIRST FAMILY MANAGER
Wayne State University
05.2020 - 08.2020
- Company Overview: Campus Residence
- Checked email for new projects, housework orders, verified submission with housekeeper, request online via Wayne State University Facilities Management website
- Reviewed and updated weekly calendar, made sure schedules do not overlap or conflict for First Family of Wayne State University for upcoming meetings
- Set up vendor/service appointment
- Submitted weekly task sheets for current and completed projects, every Friday
- Setup conference calls/zoom meetings
- Campus Residence
General Office Assistant
Wayne State University
01.2017 - 08.2019
- Company Overview: College of Education
- General office duties include monitoring mail/incoming deliveries for faculty/staff with deliveries
- Provided other duties such as copying, scanning, running campus errands
- Checked in and scheduled academic advisor appointments for students at main desk
- Answered incoming calls for general inquiries and advisor issues
- Greeted incoming students and guests
- Assisted with preparing material for upcoming job fairs and informational meetings
- College of Education
General Office Assistant
Wayne State University
10.2016 - 12.2016
- Company Overview: School of Social Work
- Ensured that the general office duties were completed
- Monitored mail deliveries for faculty and staff
- Submitted data entry reports for MSW student advisor letters
- Reviewed class overrides for advisor approvals
- Answered incoming calls and scheduled tutoring/advisor appointments
- Prepared student folders for BSW/MSW informational meetings and updated materials
- School of Social Work
Patient Account Representative
Detroit Medical Center
02.2016 - 03.2016
- Company Overview: Patient Financial Services
- Maintained follow up and collections quotas for payment on billed claims, including making telephone calls and accessing the Healthcare provider's website for updates
- Completed daily billing for manual rebills, claim adjustments, and submitted via electronic systems
- Attended scheduled staff meetings, training seminars, and in-services to further develop for job knowledge and qualifications
- Submitted letters to patients to obtain documents/information to assist with their claims billing process
- Patient Financial Services
Customer Service Coordinator
Nurse Match Staffing Solutions
05.2014 - 08.2015
- Company Overview: Billing Office
- Coordinated daily matches between caregivers (certified nurse assistant/home health aides) and clients (participants) to provide long or short-term care services at home
- Handled and resolves all customer complaints or special requests within a timely via phone, email, or text
- Networked with staff, caregivers, and clients to ensure scheduling, recruitment and vendor referral services were maintained as priority
- Documented and recorded all daily events, follow up issues as they occur via office system
- Implemented solutions and strategies to management team, while making sure accurate customer service needs were met within the company
- Billing Office
Education
Bachelor of Arts degree - Urban Studies
Skills
Billing/Payments
Hobbies and Interests
Volunteer, Manistique Community Tree House, 2021
Timeline
Tier 1 Quality Auditing Analyst - V-Dart, Inc.
03.2023 - 03.2024
Tier 1 SERVICE AGENT - V-Dart, Inc.
11.2021 - Current
CUSTOMER SERVICE AGENT - V-Dart, Inc.
03.2021 - 11.2021
FIRST FAMILY MANAGER - Wayne State University
05.2020 - 08.2020
Office Intern - Wayne State University
08.2019 - 12.2020
General Office Assistant - Wayne State University
01.2017 - 08.2019
General Office Assistant - Wayne State University
10.2016 - 12.2016
Patient Account Representative - Detroit Medical Center
02.2016 - 03.2016
Customer Service Coordinator - Nurse Match Staffing Solutions
05.2014 - 08.2015
Wayne State University - Bachelor of Arts degree, Urban Studies