Jennifer Springer
Zion,IL
Summary
Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback.
Overview
27
27
years of professional experience
Work History
Customer Sercvice Lead
Aetna, a CVS Health
Phoenix, AZ
05.2002 - 06.2022
- Resolved escalated issues from team members or customers in an efficient manner.
- Directed customer service staff activities, including training, coaching and performance management.
- Participated in regular meetings with senior management team to discuss progress of projects and initiatives related to customer service operations.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Trained new team members on proper service methods and evaluated service delivery using quality assurance program.
- Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
- Provided expertise on product knowledge, services, policies and procedures to customers.
- Consulted with customers regarding needs and addressed concerns.
- Ensured compliance with company policies and regulations related to customer service operations.
- Worked with senior leadership to address and resolve disciplinary issues and boost overall team success.
- Maintained accurate records of customer interactions and transactions.
Registrar
Maricopa Medical Center
Phoenix, AZ
09.1995 - 05.2002
- Carefully checked insurance information for benefits coverage and input pre-authorization documents into system.
- Processed patient registration forms, collected fees, and issued receipts for services rendered.
- Verified insurance coverage and eligibility for services.
- Registered patients for outpatient procedures and emergency services.
- Adhered to HIPAA guidelines and maintained integrity of hospital policies and procedures.
- Explained forms and documents to patients, guardians and family members, distributing copies and confirming comprehension.
- Performed data entry tasks to update patient information in the system.
Education
Some College (No Degree) - Art Teacher Education
College of Lake County
Grayslake, ILSkills
- Customer Service Excellence
- Telephone Etiquette
- Customer Complaint Resolution
- Client Engagement
- Team Training and Development
- Account Management
- Administrative Duties
- Email Etiquette
- Call Center
- Status Updates
Timeline
Customer Sercvice Lead
Aetna, a CVS Health
05.2002 - 06.2022
Registrar
Maricopa Medical Center
09.1995 - 05.2002
Some College (No Degree) - Art Teacher Education
College of Lake County