Jennifer Stephens
Wichita Falls,TX
Summary
Proven leader in customer support and operations management, with a track record of enhancing team performance and customer satisfaction at Results-CX. Excels in conflict resolution and problem-solving, significantly improving operational efficiency. Skilled in fostering positive environments and achieving notable KPI growth, demonstrating both hard and soft skills critical to employer needs.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Customer Service Agent Solutran
Results-CX
02.2025 - Current
- Demonstrate empathy in handling difficult situations, fostering trust and loyalty among customers.
- Effectively manage escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintain brand reputation.
- Utilize strong problem-solving skills to quickly identify and address customer issues.
- Help large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintain a high level of professionalism when interacting with customers, ensuring positive experiences.
- Demonstrate high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Exceed all KPIs
Supervisor of Operations Solutran
Results-CX
12.2024 - 02.2025
- Evaluated staff performance regularly, offering constructive feedback designed to promote growth within their roles.
- Managed scheduling, maximizing productivity without overwhelming team members or compromising quality of work.
- Achieved high levels of customer satisfaction with consistent attention to detail and effective communication skills.
- Established clear expectations for team members, fostering a positive work environment through open communication and accountability.
- Work closely with Quality Assurance Team to develop agent's skills to ensure they meet or exceed client expectations
- Adapted quickly to changing business needs, ensuring the team was always prepared for any shifts in demand or industry trends.
ICU Lead Humana
Results-CX
10.2024 - 12.2024
- Developed Red, Green, Yellow Report
- Developed ScoreCard
- Provided insight on trends in behaviors and performance improvements, highlighting key areas of focus and need for skill development
- Proactively raise concerns about lack of follow-through and ensure accountability measures implemented in a timely manner
- Developed Huddle Guides for supervisors including data, spreadsheets, and screen shots when applicable
- Worked closely with Operations Leaders and Training Team to identify new performance needs and opportunities for improvement, fostering culture of ongoing development
- Recommend accountability actions based on trends and effectiveness of coaching efforts
- Developed supervisors through mentoring and shadowing
- Increased KPIs across account
- Developed OutBound Scripting
- Adaptable and proficient in learning new concepts quickly and efficiently
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Skilled at working independently and collaboratively in a team environment.
- Proved successful working within tight deadlines and a fast-paced environment.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Licensed Operations Supervisor Humana
Results-CX
08.2024 - 10.2024
- Enhanced operational efficiency by supervising daily activities and streamlining processes.
- Led team initiatives for improving production workflow and maintaining quality standards.
- Improved team KPIs with effective training and mentoring techniques.
- Coordinated logistics and resource allocation to ensure timely completion of projects.
- Achieved operational excellence by implementing standard operating procedures.
- Increased team engagement by fostering a positive and inclusive work culture.
Customer Service Agent Solutran
Results-CX
02.2024 - 08.2024
- Exceeded all KPIs
- Provided feedback to leaders to ensure resource accuracy
- Resolved escalated issues, maintaining customer trust and loyalty.
- Utilized feedback to improve service procedures and customer satisfaction.
- Maintained comprehensive knowledge of products to assist customers effectively.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
Supervisor of Operations Solutran
Results-CX
12.2023 - 02.2024
- Supervised team operations to ensure adherence to company policies and procedures.
- Led team meetings to align goals and strategies for achieving operational targets.
- Increased operational effectiveness with continuous performance evaluations and feedback.
- Enhanced team morale with regular recognition of accomplishments and contributions.
- Achieved operational excellence by setting clear objectives and monitoring progress.
- Established clear expectations for team members, fostering a positive work environment through open communication and accountability.
Licensed Sales Agent Humana
Results-CX
08.2023 - 12.2023
- Developed OutBound Scripting
- Trained agents on utilizing appropriate programs and tools when applicable for Dual Eligible population
- Led OutBound Campaign
- Conducted comprehensive reviews of existing policies for clients, identifying gaps in coverage or areas where improvements could be made.
- Played a key role in maintaining compliance with industry regulations, adhering to ethical standards and company policies at all times.
- Increased client satisfaction by providing personalized insurance recommendations based on individual needs.
- Maintained up-to-date knowledge of industry trends, products, and regulations to provide accurate advice to clients.
- Contributed to team success by consistently meeting and surpassing sales targets set by management.
- Implemented effective sales strategies that resulted in increased market share within the territory assigned.
- Boosted sales revenue by accurately identifying cross-selling opportunities during client interactions.
- Enhanced company reputation through exceptional customer service and building strong relationships with clients.
Customer Service Agent Solutran
Results-CX
11.2022 - 08.2023
- Assisted in training new team members to support customer service operations.
- Enhanced customer loyalty by delivering personalized service.
- Responded to customer queries to maintain high service standards.
- Boosted team performance by sharing best practices for customer interactions.
- Enhanced customer interactions with active listening and empathy.
Licensed Operations Supervisor Humana
Results-CX
08.2022 - 11.2022
- Led team initiatives for improving production workflow and maintaining quality standards.
- Improved team performance with effective training and mentoring techniques.
- Enhanced operational efficiency by supervising daily activities and streamlining processes.
- Facilitated cross-functional communication, enhancing collaboration.
- Achieved operational excellence by implementing standard operating procedures.
- Managed conflict resolution within teams to maintain a productive work environment.
- Increased team engagement by fostering a positive and inclusive work culture.
Customer Service Agent Solutran
Results-CX
12.2021 - 08.2022
- Increased customer retention with effective problem-solving.
- Assisted in training new team members to support customer service operations.
- Delivered information to customers, ensuring clarity and understanding.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Licensed Insurance Sales Agent Humana
Results-CX
08.2021 - 12.2021
- Trained new sales agents, sharing best practices and techniques.
- Increased client satisfaction by delivering tailored insurance solutions.
- Analyzed customer needs to recommend appropriate insurance products.
- Built strong client relationships, gaining trust and loyalty.
- Enhanced policyholder retention with effective communication and follow-up.
Customer Service Agent Solutran
Results-CX
12.2020 - 08.2021
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
- Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
Licensed Insurance Agent Humana
Results-CX
08.2019 - 12.2019
- Trained Licensed Agents
- Improved client retention by providing personalized insurance consultations.
- Enhanced team cohesion by sharing best practices and insights with colleagues.
- Increased policy sales by identifying client needs and recommending suitable products.
- Facilitated resolution of client concerns, ensuring high levels of satisfaction.
- Enhanced policyholder understanding with detailed explanations of coverage options.
Customer Service Representative Shared Services
Results-CX
12.2018 - 08.2019
- Resolved customer inquiries to improve satisfaction and retention.
- Assisted customers with product information, enhancing their purchasing experience.
- Provided support for account management, ensuring seamless transactions.
- Improved communication by addressing customer feedback promptly.
- Enhanced team efficiency, collaborating on complex service requests.
- Improved response times by streamlining communication processes.
- Logged customer complaints to facilitate quick resolutions.
- Facilitated training sessions for new hires, sharing best practices.
- Coordinated with technical support to resolve customer issues efficiently.
- Managed high-volume calls to ensure customer needs were met.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Bartender
Stage West
04.2015 - 11.2018
- Served high customer volumes during special events, nights, and weekends.
- Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
Prep Cook
Fuzzy's Taco
06.2018 - 09.2018
- Inventory management
- Supply ordering
- Demonstrated strong multitasking abilities, managing multiple food stations simultaneously without compromising quality or speed.
- Strengthened supplier relations by accurately tracking and reporting ingredient usage patterns.
- Reduced ingredient shortages, carefully managing inventory and signaling low stock items.
- Enhanced kitchen efficiency by preparing ingredients ahead of busy shifts.
- Maintained clean, hygienic kitchen workspace by sweeping, mopping, and taking out trash.
- Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity.
- Managed opening and closing shift kitchen tasks.
- Trained and supervised cooking staff to expertly meet daily needs.
Clerk
Burger King
07.2017 - 06.2018
- Led crew in taking the number drive-thru to number 1
- Utilized strong multitasking skills to manage multiple priorities and tasks, ensuring timely completion of each assignment.
- Reduced errors in data entry by carefully inputting information into computer systems with attention to detail.
- Improved customer satisfaction by promptly answering inquiries and providing accurate information.
- Supported administrative staff with timely completion of daily tasks, ensuring smooth office operations.
Automotive Body Technician
Cole's Complete
03.2016 - 12.2016
- Established trust with customers and coworkers by maintaining a high level of professionalism, ethics, and integrity in all interactions.
- Assisted in building strong relationships with insurance companies through prompt communication and accurate documentation of repairs completed.
- Book Keeping
- Supported junior technicians through mentoring, sharing knowledge, and providing guidance on complex repairs.
- Consistently met deadlines for vehicle delivery, ensuring customer satisfaction and minimizing disruptions to their daily lives.
- Minimized downtime by promptly ordering necessary parts and supplies, ensuring timely completion of repairs.
- Collaborated with team members to streamline repair processes and improve overall shop efficiency.
- Increased repeat business with excellent communication skills, keeping customers informed throughout the repair process.
Cook and Clerk
Salvation Army Soup Kitchen
02.2014 - 03.2016
- Reduced monthly expenditure from $1,000 each month to $0
- Self-motivated and self-taught with industrial equipment
- Supervised community volunteers
- Interviewed with Reporters as needed for television and news paper
- Cooked largest Thanksgiving meal in county
- Maintained clean and organized work areas at all times to bring safety and quality to food preparation process.
- Prepared meals efficiently under time constraints for timely service during peak hours.
- Demonstrated strong multitasking skills, managing multiple orders simultaneously without sacrificing quality or presentation.
Specialized Foster Parent
D&S Residential Services
05.2006 - 09.2007
- Coordinated with therapists, educators, and other professionals to ensure all aspects of each client's needs were met.
- Encouraged positive relationships among siblings placed together in the same foster home through conflict resolution techniques and team-building activities.
- Supported clients in transition planning for independent living
- Provided consistent emotional support and guidance to help clients cope with past trauma and adjust to their new living situation.
- Advocated for the best interests of each client during court hearings or case reviews involving decisions about their future placements or permanency plans.
- Improved overall stability for clients by establishing clear boundaries, expectations, and routines within the household.
- Assisted clients in developing essential life skills such as cooking, cleaning, budgeting, and time management through daily tasks and routines.
Residential Construction Supervisor
Habitat for Humanity
02.2006 - 08.2007
- Implemented systems to improve process efficiency and reduce project duration.
- Increased overall productivity by introducing innovative tools and techniques to optimize workflow efficiency.
- Fostered a positive work environment that encouraged teamwork among staff members, leading to increased productivity and job satisfaction.
- Streamlined bidding processes by developing accurate estimations that led to winning more contracts competitively.
- Maintained detailed documentation throughout the construction process, aiding in future maintenance efforts and potential audits.
- Developed strong working relationships with donors and subcontractors to ensure timely completion of tasks without compromising quality.
- Managed multiple simultaneous projects, ensuring each met deadlines while maintaining high-quality workmanship standards.
- Completed projects within budget constraints by effectively managing resources and negotiating with suppliers.
- Optimized material usage by implementing thorough planning strategies, minimizing waste during construction phases.
- Conducted regular site visits to monitor progress, address issues promptly, and maintain open lines of communication among team members.
- Improved project efficiency by implementing streamlined processes for scheduling, budgeting, and resource allocation.
- Successfully managed high-profile projects, enhancing company reputation and attracting new clients through demonstrated reliability and consistency in delivering results.
- Led teams of volunteers, providing guidance and support for successful project execution.
- Monitored job progress and performance of volunteers or contractors to complete projects prior to deadlines.
- Served as a Board Member to plan and execute construction of 10 homes each year instead of 2 homes each year
- Developed and maintained positive relationships with clients and other stakeholders.
Day Habilitation Director
B.U.D.S. Building, Utilizing & Developing Skills
08.2002 - 08.2007
- Led strategic initiatives to drive organizational growth and success.
- Increased revenue streams with innovative business strategies.
- Developed key partnerships to expand market reach and enhance brand visibility.
- Collaborated with stakeholders for alignment of corporate goals and objectives.
- Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.
- Enhanced customer satisfaction by implementing robust service delivery models.
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Improved operational efficiency by streamlining processes and implementing best practices.
- Guided company through successful mergers and acquisitions.
- Proactively identified potential risks and implemented mitigation strategies to minimize negative impacts on projects or business operations.
Group Home Manager
D&S Residential Services
08.1999 - 08.2007
- Managed day-to-day operations of group home, ensuring smooth functioning and safety.
- Kept accounts, resident files and regulatory paperwork current and accurate with diligent attention to administrative requirements.
- Maintained adequate coverage for residents' needs without exceeding budget targets by coordinating schedules and team workflows.
- Oversaw home inventory of supplies and groceries by tracking use and placing new orders.
- Conducted regular meetings with staff to address concerns and improve service delivery.
- Improved compliance with regulations by conducting thorough inspections and audits.
- Improved team collaboration by facilitating open communication and conflict resolution.
- Enhanced staff performance with ongoing training and development opportunities.
- Developed activity programs for residents, enhancing their quality of life and engagement.
- Implemented resident care plans, improving overall health and well-being of residents.
- Coordinated with healthcare providers for timely medical interventions and treatments.
Education
High School Diploma -
Iowa Park High School
Iowa Park, TX05-1999
Skills
- Quick Learner in Dynamic Environments
- Collaborative Engagement Skills
- Effective Communication
- Strategic Issue Resolution
- Process Enhancement
Certification
- Life and Health Insurance License State of Texas June 2019
Timeline
Customer Service Agent Solutran
Results-CX
02.2025 - Current
Supervisor of Operations Solutran
Results-CX
12.2024 - 02.2025
ICU Lead Humana
Results-CX
10.2024 - 12.2024
Licensed Operations Supervisor Humana
Results-CX
08.2024 - 10.2024
Customer Service Agent Solutran
Results-CX
02.2024 - 08.2024
Supervisor of Operations Solutran
Results-CX
12.2023 - 02.2024
Licensed Sales Agent Humana
Results-CX
08.2023 - 12.2023
Customer Service Agent Solutran
Results-CX
11.2022 - 08.2023
Licensed Operations Supervisor Humana
Results-CX
08.2022 - 11.2022
Customer Service Agent Solutran
Results-CX
12.2021 - 08.2022
Licensed Insurance Sales Agent Humana
Results-CX
08.2021 - 12.2021
Customer Service Agent Solutran
Results-CX
12.2020 - 08.2021
Licensed Insurance Agent Humana
Results-CX
08.2019 - 12.2019
Customer Service Representative Shared Services
Results-CX
12.2018 - 08.2019
Prep Cook
Fuzzy's Taco
06.2018 - 09.2018
Clerk
Burger King
07.2017 - 06.2018
Automotive Body Technician
Cole's Complete
03.2016 - 12.2016
Bartender
Stage West
04.2015 - 11.2018
Cook and Clerk
Salvation Army Soup Kitchen
02.2014 - 03.2016
Specialized Foster Parent
D&S Residential Services
05.2006 - 09.2007
Residential Construction Supervisor
Habitat for Humanity
02.2006 - 08.2007
Day Habilitation Director
B.U.D.S. Building, Utilizing & Developing Skills
08.2002 - 08.2007
Group Home Manager
D&S Residential Services
08.1999 - 08.2007
- Life and Health Insurance License State of Texas June 2019
High School Diploma -
Iowa Park High School
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