Jennifer Ware
Executive Administrative Assistant
South Bend,IN
Summary
Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact. Proficient Customer Service with superior work ethic and expertise in working from scripted responses to resolve customer problems. Driven and responsible with adaptable, solution-oriented nature. Excellent conflict mediator and efficient multitasker.
Overview
22
22
years of professional experience
Work History
Health Concierge
HGS/Sagility
South Bend, IN
09.2021 - Current
- Helped members navigate enrollment process and choose appropriate options.
- Resolved problems related to benefits, eligibility and claims.
- Handled more than [Numb50er] daily inbound calls from health plan customers.
- Assisted individuals, families and small businesses with acquiring health, vision, life and dental insurance.
- Maintained full and current understanding of available plans, products and services.
- Followed document protocols to safeguard confidentiality of patient records.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Educated customers on current promotions, upgrades or new offerings available under current plan.
- Responded to customer comments and questions via LiveChat during shifts.
- Researched issues through identification of similar past problems and recommended most appropriate solution.
- Contributed to company achieving and holding industry-leading customer service ratings.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Documented and detailed calls and complaints using call center's CRM database.
- Answered over 20 calls per shift to meet fast-paced call center demands.
Eligibility Specialist
ACS/Zerox
South Bend, IN
03.2010 - 03.2015
- Reviewed applications for different aid programs and determined which qualification criteria for individuals.
- Documented all communication with applicants and inputted information into system using SAP
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Scheduled appointments with applicants to gather information and explain benefits processes.
- Communicated with people from various cultures and backgrounds on application process.
- Developed extensive fact-checking and research skills as result of continuously reviewing different programs and options.
- Interviewed applicants and explained scope of different available benefits.
- Inputted all gathered information and researched data on applicants into computer system using [Software].
Branch Office Administrator
Graybar Electric Supply
South Bend, IN
08.2002 - 06.2009
- Maintained scheduling for main branch to keep shifts appropriately staffed.
- Composed professional business correspondence, emails, meetings notes and other documents.
- Maintained office supplies and equipment to support team productivity.
- Executed extensive variety of customer transactions according to institutional policy and procedures.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Resolved issues through active listening and open-ended questioning, escalating major problems to [Job Title].
- Monitored front areas so that questions could be promptly addressed.
- Mentored office employees on proper administrative procedures and how to use programs such as [Software], keeping operations consistent and efficient for maximum performance.
- Organized spaces, materials and catering support for internal and client-focused meetings.
- Oversaw team of 5 administrative staff providing exceptional support to team of 12 Electrical Wholesale professionals.
Education
Associate of Science - Executive Administrative Assistant
Davenport College
Kalamazoo, MI07.1999
Skills
- Software Applications
- Responding to Difficult Customers
- Upbeat and Positive Personality
- Building Customer Trust and Loyalty
- Understanding Customer Needs
- Issue and Complaint Resolution
- Information Updates
- POS Systems and Ordering Platforms
- Efficient and Detail-Oriented
- Courteous with Strong Service Mindset
- Call Controlling
- Call Documentation
- High-Volume Environments
- Customer Data Confidentiality
- Good Listening Skills
- Calm and Professional Under Pressure
- Issue Identification
- Correcting Discrepancies
- Policy and Procedure Adherence
Timeline
Health Concierge
HGS/Sagility
09.2021 - Current
Eligibility Specialist
ACS/Zerox
03.2010 - 03.2015
Branch Office Administrator
Graybar Electric Supply
08.2002 - 06.2009
Associate of Science - Executive Administrative Assistant
Davenport College
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