Open To Work
Jennifer Washington
Niagara Falls,NY
Work Preference
Summary
Dedicated professional with extensive experience in customer service and account management. Proven ability to resolve complex issues and enhance customer satisfaction through effective communication and problem-solving skills. Committed to building strong relationships and contributing to team success.
Overview
25
25
years of professional experience
Work History
Elite/Premier/Customer Service/Appeals/Externals
UNITED HEALTH CARE
Salt Lake City, Utah
08.2019 - 02.2026
- Appeals/Externals
- Delta
- General
- HD
- Northwell
- Managed member accounts to ensure accuracy and satisfaction
- Resolved member inquiries and issues to enhance customer experience
- Reviewed claims to facilitate timely processing and resolution
- Secured agreements with members and monitored progress
Store lead/Stock
BIG LOTS
Niagara Falls, NY
08.2017 - 02.2025
- Manage the store
- Ensured cashiers maintained adequate funds in drawers for smooth transactions
- Delivered exceptional customer service, enhancing customer satisfaction and loyalty
- Unload the truck when the merchandise is brought in
- Stock the shelves
- Maintained cleanliness of the store
- Facilitated promotion and sale of credit card services, contributing to store revenue
Late Stage Credit Counselor II
M&T Bank
Getzville, NY
04.2012 - 12.2016
- Four years of experience providing customer support in busy call center environments for public utility and insurance industry employers.
- An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.
- Strategic-relationship/partnership-building skills listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes.
- Investigate customers accounts and documents methodically.
- Knowledge of Fair Debt Collection Laws.
- Dedicated and meticulous: Able to exceed both external and internal customer expectations.
Early Stage Credit Counselor
M&T Bank
Williamsville, NY
08.2010 - 04.2012
- Reviewed and serviced a auto finance accounts from 30-59 days delinquent.
- Performed necessary skip tracing techniques to locate delinquent customers.
- Offered customers methods to bring their accounts current such as extensions, short sales.
- Prepared accounts for voluntary repossession.
- Participated on the teams contest committee to create a positive atmosphere and help the team obtain monthly goals.
- Participated in career development workshop class.
- Accelerated curing accounts and help customers become current.
- Handled incoming calls from account holders, responding to inquiries, resolving problems and correcting policy errors.
- Used consultative selling techniques to provide leads for telesales personnel.
Manager
GNC
07.2008 - 09.2010
- Managed a group of four employees.
- Reviewed and ordered store inventory.
- Processed weekly payroll, office work.
- Customer Service.
- Microsoft word, excel, Office work
Assistant Manager
Radio Shack
06.2001 - 07.2008
- Managed a group of eight employees.
- Reviewed and ordered store inventory.
- Processed weekly payroll, office work.
- Customer Service.
Education
Medical Coding
Bryant And Stratton College
Getzville, NY05-2027
Regents Diploma -
LaSalle Senior High School
Niagara Falls, NY06-1999
Skills
- Claims processing
- Claims analysis
- Healthcare regulations
- Customer service
- Problem resolution
- Detail orientation
Timeline
Elite/Premier/Customer Service/Appeals/Externals
UNITED HEALTH CARE
08.2019 - 02.2026
Store lead/Stock
BIG LOTS
08.2017 - 02.2025
Late Stage Credit Counselor II
M&T Bank
04.2012 - 12.2016
Early Stage Credit Counselor
M&T Bank
08.2010 - 04.2012
Manager
GNC
07.2008 - 09.2010
Assistant Manager
Radio Shack
06.2001 - 07.2008
Medical Coding
Bryant And Stratton College
Regents Diploma -
LaSalle Senior High School