Jennifer Unitas
West Haven,CT
There’s no shortage of remarkable ideas, what’s missing is the will to execute them.
Seth Godin
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
8
8
years of professional experience
Work History
Transport Success Associate (Remote)
Roundtrip Health
Philadelphia, PA
11.2021 - 12.2022
- Utilize data-driven methodologies to measure network strength.
- 100% completion rate for grievances within 24 hours.
- Independently develop & execute strategies to maintain network strength.
- Maintain and manage relationships with current transportation providers.
- Coordinate among multiple teams to ensure that client transportation needs are met.
- Utilize internal reports to support transportation provider efforts.
- Collaborate with internal departments as needed to support client implementations or expansions.
- Seek opportunity for enhanced transportation offerings and capabilities.
- Identify root causes for challenges and proactively recommend potential resolutions.
- Provide training to transportation companies during implementation and onboarding process including on-site support.
- Assisting navigation center staff with securing transportation for immediate or unclaimed trips.
- Followed documentation and training materials to diagnosis, resolve and escalate client support tickets.
- Evaluated customer problems, implemented resolutions and followed up with clients to manage additional problems and maintain satisfaction.
- Hosted daily status calls and weekly ad hoc meetings with clients to promote client satisfaction and keep all parties abreast of changing environment.
- Assisted clients with strategic processes and provided with necessary tools to achieve success.
- Maintained high level of understanding regarding industry trends, legislation, compliance and competitor activity.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Exceeded goals through effective task prioritization and great work ethic.
- Conducted research, gathered information from multiple sources and presented results.
- Resolved problems, improved operations and provided exceptional service
- Worked with customers to understand needs and provide excellent service.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Developed team communications and information for meetings.
Customer Service Supervisor
Nelson Ambulance
11.2014 - 11.2021
- Provide staff with assistance in performing difficult or complicated duties.
- Managed 400 transports daily.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Coached employees through day-to-day work and complex problems.
- Created customer support strategy to increase customer retention.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Routed calls to police, fire and ambulance service to meet individual call needs.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Maintained energy and enthusiasm in fast-paced environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
Education
High School Diploma -
06.2002
Skills
- Salesforce CRM Experience
- Power Bi
- Hubspot
- Zendesk
- Zoll
- EPIC
- NaviHealth
- Customer Data Confidentiality
- Amazon QuickSight
- Emergency Medical Dispatch
- Customer Account Management
- Client Rapport-Building
- Lattice
- Client transportation
- Remote Assistance
- Remote Work
- Remote Conferencing
- Remote Data Entry
- Responding to Difficult Customers
- Call Documentation
- Building Customer Trust and Loyalty
- Courteous with Strong Service Mindset
- Client Relationships
- Upbeat and Positive Personality
- Calm and Professional Under Pressure
Affiliations
Southern New England Search and Rescue Team
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Transport Success Associate (Remote) - Roundtrip Health
11.2021 - 12.2022
Customer Service Supervisor - Nelson Ambulance
11.2014 - 11.2021
East Haven High School - High School Diploma,
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