Jennifer Shipley
Zanesville,OH
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Aetna
10.2023 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Met customer call guidelines for service levels, handle time and productivity.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Clinical Data Abstractor
Q-Centrix
02.2023 - 10.2023
- Supported quality control efforts by conducting thorough audits of collected data to ensure consistency and compliance with regulatory standards.
- Contributed to improved patient care by providing accurate, reliable, and timely clinical data for research purposes.
- Input data into computer programs and filing systems.
- Followed exact procedures for handling transfers and other releases of medical records.
- Followed up with medical staff regarding missing information in patient records.
Customer Service Representative
Aetna
07.2022 - 01.2023
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- 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.
- Met customer call guidelines for service levels, handle time and productivity.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Classroom Assistant
Franklin Local Schools
05.2020 - 07.2022
- Implemented differentiated instruction techniques for students who needed additional support or challenge.
- Provided feedback on student performance, helping teachers identify areas for improvement.
- Documented student behaviors, interventions, and outcomes to enable lead teacher to address pertinent issues.
- Supported students with special needs, ensuring their full participation in classroom activities.
- Offered support during standardized testing periods by proctoring exams or assisting with test preparation activities for students who needed extra guidance.
Education
High School Diploma -
New Lexington High School
New Lexington, Ohio 05-2004
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Problem Resolution
- Call center experience
- Complaint Handling
- De-Escalation Techniques
- Live chat support
Timeline
Customer Service Representative
Aetna
10.2023 - Current
Clinical Data Abstractor
Q-Centrix
02.2023 - 10.2023
Customer Service Representative
Aetna
07.2022 - 01.2023
Classroom Assistant
Franklin Local Schools
05.2020 - 07.2022
High School Diploma -
New Lexington High School