Jennifer Schroeder
San Antonio,Texas
Summary
Experienced, Organized, and Dependable Customer Experience Specialist who exhibits a professional demeanor and excellent communication and interpersonal skills. Skilled at evaluating inbound & outbound calls from call center agents contacted by service members while coaching them for success in customer service skills while implementing updated policies and procedures.
Overview
18
18
years of professional experience
Work History
Customer Experience Specialist II
QTC Management
05.2021 - Current
- Documented customer interactions in internal database to maintain customer service history details.
- Monitored customer feedback to identify areas of improvement in customer experience.
- Cooperated closely with other departments to support achievement of customer experience outcomes.
- Monitored Calls and Educated agents about support policies and procedures to increase customer service skills and improve the quality of interactions between call representative and service member
Call Center Representative
Insight Global
01.2021 - 03.2021
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Assist by taking Supervisor calls and de-escalating calls
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Assisting fellow colleagues with computer issues/problem solving
Accounts Receivable Specialist
Tricity Pain Associates
02.2020 - 11.2020
- Prepared and mailed invoices to customers, processed payments, and documented account updates.
- Researched and Corrected outstanding Toxicology Claims
- Reached out to Insurance Companies to dispute issues with claims
- Reconciled accounts receivable ledger to verify payments and resolve variances.
- Safeguarded documents of accounts receivable and payments to enable tracking history and maintain accurate records, while scanning secured documents to the server
Lead 4473 Specialist/Cashier
Dury's Gun Shop
07.2017 - 02.2020
- Assist ATF in backgrounds by phone/computer
- Counted money in drawers at beginning and end of each shift.
- Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
- Record keeping of firearms and products for Inventory Purposes
- Met customer service goals and exceeded customer expectations.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Patient Access Representative II
Tenet/Conifer Health Solutions
05.2012 - 02.2017
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Collected Money and applied it towards their yearly deductibles/health insurance
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Trained new staff on hospital processes and procedures.
Financial Services Representative
Adams Bank & Trust
09.2009 - 02.2010
- Maintained updated records of all financial transactions to support traceability.
- Built and deepened productive relationships with prospective and competitive customers to drive sustained growth.
- Scheduled/Cancelled Appointments for personal financial advisors
- Managed Cash levels in the bank vault and ATM
- Opened /Closed Accounts
- Completed Account Maintenance such as address changes and added card users
- Maintained Front Desk Duties: Answering phones, taking messages and directing members
Member Service Representative/ Loan Officer II
Security Service Federal Credit Union
05.2007 - 11.2008
- Loan Qualified in Personal and Auto Loans pg.
- 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.
- Educated and engaged customers with new bank products and services.
- Responded to customer calls and emails to answer questions about products and services.
- Verified customer identification and documentation for compliant transactions.
Guest Service Agent
Marriott Rivercenter Hotel and Suites
02.2006 - 03.2007
- Maintained well-developed relationships with customers and fellow employees using strong problem-solving and positive engagement skills.
- Collaborated with other departments to ensure services were rendered on time to maintain high customer satisfaction standards to meet or exceed targets.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention, while asking open-ended questions to better determine their needs
Education
Certificate - Nursing
Galen College of Nursing
San Antonio, TX06.2012
High School Diploma -
Southside Independent School
San Antonio, TX06.2003
Skills
- Critical Thinking
- Problem Solving
- Verbal/Non verbal Communication
- Leadership
- Time Management
- Active Listening
- Customer Service
- Documenting
- Open-Mindedness
- Quality Standard Management
Timeline
Customer Experience Specialist II
QTC Management
05.2021 - Current
Call Center Representative
Insight Global
01.2021 - 03.2021
Accounts Receivable Specialist
Tricity Pain Associates
02.2020 - 11.2020
Lead 4473 Specialist/Cashier
Dury's Gun Shop
07.2017 - 02.2020
Patient Access Representative II
Tenet/Conifer Health Solutions
05.2012 - 02.2017
Financial Services Representative
Adams Bank & Trust
09.2009 - 02.2010
Member Service Representative/ Loan Officer II
Security Service Federal Credit Union
05.2007 - 11.2008
Guest Service Agent
Marriott Rivercenter Hotel and Suites
02.2006 - 03.2007
Certificate - Nursing
Galen College of Nursing
High School Diploma -
Southside Independent School
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