Jennifer Vinsevich
Johnson City,NY
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude and has the willingness to take on added responsibilities to meet team and company goals. I’m a detail-oriented team player with strong organizational skills who has handled multiple projects simultaneously with a high degree of accuracy.
Diligent forward thinking professional successful at satisfying different types tasks with knowledgeable solutions who is experienced at handling both the customer service and technical sides of the day to day operations as well as maintaining positive working environment for staff.
Overview
17
17
years of professional experience
Work History
Director of Technical Operations
Security Mutual Life Insurance Company Of New York
2022.01 - Current
- Liaison between IT and the Business Units. Identified pain points and developed process improvements.
- Developed training program for new employee onboarding and implemented ongoing training and development for staff.
- Used various quantitative and qualitative techniques to help design and perform analytical assessments.
- Coordinated analytical and evaluative techniques to identify, consider and resolve technical issues.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
Director of Customer Service
Security Mutual Life Insurance Company Of New York
2020.12 - 2022.12
- Managed customer service representative team, providing ongoing training and support to continuously improve team performance.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Enforced adherence with company policies among customer service team members to maintain consistent service provision.
- Collaborated with cross-functional teams for smooth running of customer service operations.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
Manager of Customer Service
Security Mutual Life Insurance Company Of New York
2019.02 - 2021.12
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Took ownership of customer issues and followed problems through to resolution.
- Kept accurate records to document customer service actions and discussions.
Assistant Manager of Customer Service
Security Mutual Life Insurance Company Of New York
2017.03 - 2019.02
- Responded to customer calls and emails to answer questions about products and services.
- Recognized and rewarded outstanding work performance to cultivate positive and collaborative customer service culture.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Lead Customer Service Representative
Security Mutual Life Insurance Company Of New York
2015.04 - 2017.03
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
- Planned schedules and workflows based on expected customer demands.
- Reviewed associate performance to identify training needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained new personnel regarding company operations, policies and services.
Senior Customer Service Representative
Security Mutual Life Insurance Company Of New York
2011.06 - 2015.04
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Utilized active listening skills to understand customer needs and provide tailored solutions.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
Customer Service Representative
Security Mutual Life Insurance Company Of New York
2006.02 - 2011.06
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Responded to customer requests for products, services, and company information.
- Educated customers about billing, payment processing and support policies and procedures.
Education
Associate Of Business Administration - Business Administration And Communications
Paul Smiths College
Paul Smiths, NY05.1995
Skills
- Quality Management Processes
- Project Deadlines
- Operational Procedures
- Market Trend Analysis
- Workflow Schedules
- Constructive Feedback
- Information Tracking
- Training Materials
- Hiring and Retention
- Technical Process Improvement
- Workflow Processes
- Weekly Payroll
- Continuous Improvement Process
- Microsoft Tools
- Tracking Metrics
- Motivational Leadership
- Customer Satisfaction
- Cisco WebEx
- Improvement Plans
- Change Management Process
Timeline
Director of Technical Operations
Security Mutual Life Insurance Company Of New York
2022.01 - Current
Director of Customer Service
Security Mutual Life Insurance Company Of New York
2020.12 - 2022.12
Manager of Customer Service
Security Mutual Life Insurance Company Of New York
2019.02 - 2021.12
Assistant Manager of Customer Service
Security Mutual Life Insurance Company Of New York
2017.03 - 2019.02
Lead Customer Service Representative
Security Mutual Life Insurance Company Of New York
2015.04 - 2017.03
Senior Customer Service Representative
Security Mutual Life Insurance Company Of New York
2011.06 - 2015.04
Customer Service Representative
Security Mutual Life Insurance Company Of New York
2006.02 - 2011.06
Associate Of Business Administration - Business Administration And Communications
Paul Smiths College
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