Jennifer Rootes
Elk River,MN
Summary
Dynamic leader with extensive experience at Alight Solutions, specializing in customer engagement and case management. Consistently achieved a quality score of 95% or higher, demonstrating a strong commitment to excellence and exceptional conflict resolution skills. Proven mentor who enhances team performance through energetic leadership and meticulous attention to detail.
Overview
25
25
years of professional experience
Work History
Team Lead
Alight Solutions
Lincolnshire, IL
07.2024 - Current
- Resolved customer complaints and issues promptly, ensuring high levels of satisfaction.
- Provided support to junior staff during peak periods of workloads.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Collaborated with management team to implement new work procedures or policies.
- Identified opportunities for process improvements, implementing changes when required.
- Supported the manager in developing plans for future projects, initiatives and objectives.
- Trained new staff in relevant processes and procedures.
- Coordinated daily operations, ensuring team adherence to company policies and procedures.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Delegated daily tasks to team members to optimize group productivity.
Customer Service
Anoka Area Ice Arena
Anoka, MN
06.2000 - Current
- Facilitate sales of pull-tabs within local tavern.
- Count money, and track sales.
- Conducted game audits to ensure sales accuracy.
- Provided exceptional customer service at all times.
Short Term Disability Case Manager
Alight Solutions
Lincolnshire, IL
11.2019 - 07.2024
- Manage short-term disability claims for multiple clients.
- Review medical documentation from doctors.
- Communicate with employees via phone and email.
- Explain short-term disability, Family Medical Leave Act, and state leaves based on an employer’s plans.
- Make a decision regarding pay for the employees.
- Train and mentor coworkers on the client’s plans.
- Maintained a score of 95% or higher on quality scores.
- Maintained flawless attendance record.
- Maintained detailed records of all activities related to each case file including phone calls, correspondence.
- Interpreted policy provisions relating to short-term disability coverage when necessary.
- Advised claimants on their rights and responsibilities under the applicable laws governing short-term disability claims.
- Provided customer service support via telephone or email inquiries related to short-term disability claims status updates.
- Conducted telephone interviews with claimants to gather information regarding their medical conditions.
Leave of Absence Case Manager
Alight Solutions
Lincolnshire, IL
02.2018 - 11.2019
- Focus on implementing Family Medical Leave Act rules.
- Evaluated healthcare paperwork.
- Contact with employees: answering questions related to the Family Medical Leave Act.
- Train and mentor coworkers on the Family Medical Leave Act rules.
- Maintained a score of 95% or higher on quality scores.
- Maintained up-to-date case records with case activity status.
Customer Service Rep
Alight Solutions
Lincolnshire, IL
09.2017 - 02.2018
- Managed high call volumes daily, averaging between 80 and 100 interactions.
- Communicated with customers to address inquiries about leave of absence benefits and status updates.
- Transferred questions and details efficiently to appropriate case managers.
- Maintained a score of 95% or higher on quality scores
- Answered customer inquiries and provided accurate information regarding products and services.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
Senior Customer Care Specialist
Assurant Health
New York, NY
04.2012 - 03.2017
- Delivered customer support nationwide through telephone and email in a dynamic environment.
- Answered assist line calls.
- Took escalated calls from insureds, agents, and group benefit administrators.
- Mentored and coached customer service representatives to help them succeed in their jobs.
- Researched difficult cases and followed up with insured individuals, agents, or doctors' offices.
- Maintained a quality average of 98%.
- I pulled and listened to phone calls to verify that the correct information was given.
- Assisted management staff in other assigned roles.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Resolved customer inquiries, complaints, and requests efficiently and professionally.
Education
North Hennepin Community College
MN, USA01.2001
Minnesota School of Business
MN, USA01.1998
Skills
- Customer Engagement
- Clear Written Communication Skills
- Reliable Commitment
- Trustworthy Performance
- Conflict resolution
- Attention to detail
- Strong organization
- Time management abilities
- Self motivation
- High-energy attitude
- Active listening
- Call center experience
- Case management expertise
- Disability knowledge
References
Available upon request.
Timeline
Team Lead
Alight Solutions
07.2024 - Current
Short Term Disability Case Manager
Alight Solutions
11.2019 - 07.2024
Leave of Absence Case Manager
Alight Solutions
02.2018 - 11.2019
Customer Service Rep
Alight Solutions
09.2017 - 02.2018
Senior Customer Care Specialist
Assurant Health
04.2012 - 03.2017
Customer Service
Anoka Area Ice Arena
06.2000 - Current
North Hennepin Community College
Minnesota School of Business