Jennifer St Amand
Mooresville,NC
Summary
Results-driven leader with over 8 years of experience in leading customer service initiatives, call center operations, quality improvement, and transportation management. Skilled in streamlining operations, ensuring compliance, and boosting member satisfaction. Known for leading high-performing teams, optimizing workflows, and delivering measurable results that exceed organizational goals.
Overview
9
9
years of professional experience
Work History
VP of Member Services
Hamspik Choice Inc.
Spring Valley, New York (Remote)
11.2022 - 09.2024
- Directed daily call center operations, medical transportation services, and member retention strategies for over 10,000 members, ensuring seamless and efficient service delivery.
- Strengthened vendor partnerships with CMS, NYS DOH, Modivcare, Incomm Silver & Fit, Med Answering Service, DentaQuest, and EyeQuest, improving collaboration and operational efficiency.
- Achieved a 4/5 STAR CMS rating for the FL/TTY survey, securing financial incentives through exceptional and compliant call center performance.
- Designed and implemented a customer service training program, boosting agent efficiency and service quality.
- Implemented process improvements to streamline workflows, increase member engagement, and enhance cross-functional collaboration.
- Resolved member complaints, implemented corrective actions, and prepared compliance reports and performance dashboards to drive service excellence.
- Trained staff on quality standards, regulatory requirements, and customer service best practices to meet performance and compliance goals.
- Maintained 100% state and federal compliance across call center operations through daily audits and continuous staff development.
Director of Transportation
Hamaspik Choice
Spring Valley, New York (Hybrid)
11.2021 - 11.2022
- Managed daily transportation operations, ensuring alignment with organizational goals and regulatory standards.
- Oversaw call center operations, maintaining DOH compliance with wait times under 45 seconds, and a dropped call rate below 5%.
- Spearheaded the deployment of advanced scheduling software, reducing no-show rates from 35% to 10%.
- Established performance tracking systems to strengthen interdepartmental communication, and reduce miscommunication incidents.
- Developed training initiatives to enhance staff proficiency in transportation logistics and customer service.
Transportation Specialist
Hamaspik Choice
Spring Valley, New York
08.2019 - 11.2021
- Coordinated 150+ non-emergent medical transportation requests weekly, in compliance with NYS Medicaid guidelines.
- Monitored system performance to streamline scheduling workflows, and improve efficiency.
- Cultivated strong relationships with vendors and members, enhancing overall service satisfaction.
Customer Care Agent
Global Contact Services
Long Island City, New York
01.2016 - 08.2019
- Provided high-quality customer support, addressing transportation inquiries, and resolving service issues efficiently.
- Maintained strict HIPAA compliance while handling member communications.
Education
Associate of Arts - Social Sciences
Rockland Community College
Suffern, NY07-2018
Skills
- Member Services & Quality Control
- Customer Experience & Client Relations
- Regulatory Compliance & Quality Assurance
- Team Leadership & Staff Development
- Project & Process Improvement
- Medical Transportation & Logistics Coordination
- Performance Metrics & Reporting
- Advanced Medicare & Medicaid Policy Knowledge
- Microsoft Office Suite (Excel, Word, Outlook,
- PowerPoint, Teams)
- Salesforce
- SharePoint
- Tableau
- Jira
Languages
Haitian Creole
Native/ Bilingual
French
Professional
Timeline
VP of Member Services
Hamspik Choice Inc.
11.2022 - 09.2024
Director of Transportation
Hamaspik Choice
11.2021 - 11.2022
Transportation Specialist
Hamaspik Choice
08.2019 - 11.2021
Customer Care Agent
Global Contact Services
01.2016 - 08.2019
Associate of Arts - Social Sciences
Rockland Community College