Jennifer Sullivan
Summary
Customer Support Specialist with over 3 years of experience in email and chat support, providing timely and effective solutions to customer inquiries. Proven ability to troubleshoot issues, manage multiple customer requests concurrently, and deliver clear, user-friendly instructions. Passionate about enhancing user experiences and collaborating with cross-functional teams to improve platform performance.
Overview
25
25
years of professional experience
Work History
Remote ESL Teacher
Whales English
03.2021 - 11.2022
- Remotely taught Chinese students learning English as a second language at a 4:1 ratio of 8 lessons per day for students ranging from 3 years old to 14 years old.
- Utilized online learning platforms and resources to supplement classroom instruction, providing students with additional avenues for practice.
- Communicated via chat with parents and students to provide feedback and troubleshoot issues within the platform.
Remote Care Coordinator
Sherry Counseling Services
05.2015 - 10.2018
- Assisted patients and healthcare providers through phone and email support, resolving inquiries regarding appointments, insurance, and billing.
- Managed cross-functional communication between medical staff and insurance carriers, improving workflow and reducing response time by 20%.
- Coordinated daily and weekly administrative responsibilities, including account management, item issue reports, schedules, credit reports, and outstanding balances.
Patient Services Representative/Office Medical Biller
Olean Medical Group
10.1997 - 06.2015
- Handled customer requests, managed inquiries from healthcare providers, and scheduled appointments via phone and email.
- Worked with patients to resolve billing issues, reducing claim processing delays by 10%.
- Collaborated with team to develop strategies to streamline patient check-ins, visit processes, dictation and claim submission to reduce errors and wait time.
Education
Certificate - Teaching English As A Second Language (ESL)
Accreditat
Online Certificate Program02.2021
Master of Arts - Educational, Instructional, And Curriculum Supervision
University of Phoenix
Tempe, AZ Remote2007
Bachelor of Arts - Elementary Education
Saint Bonaventure University
Saint Bonaventure, NY12.2003
Skills
- Live Chat and Email support
- Trouble-Shooting and Problem Resolution
- Customer Relationship Management
- Intercom and Chat Platforms
- Written and Verbal Communication
- Team Collaboration and Cross-functional Coordination
- De-escalation Techniques
- Multitasking and Time Management
- Customer Service
Timeline
Remote ESL Teacher
Whales English
03.2021 - 11.2022
Remote Care Coordinator
Sherry Counseling Services
05.2015 - 10.2018
Patient Services Representative/Office Medical Biller
Olean Medical Group
10.1997 - 06.2015
Certificate - Teaching English As A Second Language (ESL)
Accreditat
Master of Arts - Educational, Instructional, And Curriculum Supervision
University of Phoenix
Bachelor of Arts - Elementary Education
Saint Bonaventure University
Similar Profiles
Emily MaloneyEmily Maloney
Hostess at Whales Tail RestaurantHostess at Whales Tail Restaurant
Brianna PlazolaBrianna Plazola
Community Outreach Volunteer at Save The WhalesCommunity Outreach Volunteer at Save The Whales
Seongwon KimSeongwon Kim
Front-End Web Developer at CRISPY WHALES Inc.Front-End Web Developer at CRISPY WHALES Inc.
Sara DamicoSara Damico
Remote ESL Teacher at VIPKidRemote ESL Teacher at VIPKid
Taylor GordonTaylor Gordon
Remote ESL Teacher at Uforse Education Inc.Remote ESL Teacher at Uforse Education Inc.