Jennifer Wilcott
Dexter
Summary
Versatile professional with 10+ years of experience in transaction processing, customer support, and team leadership. Proven ability to resolve records issues, support service goals, and improve workflow efficiency. Trusted for reliability, time management, and high-quality service.
Overview
12
12
years of professional experience
Work History
Transaction Processor II Government Health Service
Conduent State Healthcare
Concord, NH
01.2021 - 08.2026
- Processed high-volume healthcare transactions with consistent accuracy across claims, correspondence, and enrollment queues.
- Reviewed supporting documentation, identified record discrepancies, and validated resolution to complete documentation.
- Adjudicated transactions according to policy, eligibility rules, and workflow requirements.
- Validated sensitive member and provider data to maintain compliance and data integrity.
- Resolved processing exceptions by researching records and coordinating with internal support teams.
- Trained new processors on queue standards, quality expectations, and transaction handling procedures.
- Monitored workload priorities to balance timeliness, accuracy, and service-level commitments.
- Improved workflow efficiency by identifying recurring errors and recommending process corrections.
- Maintained high levels of customer satisfaction with timely and accurate transaction processing.
Sales Associate
J Jill Group
Tilton, NH
03.2019 - 03.2020
- Supported sales goals through attentive service, product knowledge, and proactive client engagement.
- Resolved customer concerns promptly while preserving service quality and brand standards.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Assessed customer needs and utilized suggestive selling techniques to drive sales.
- Processed POS transactions accurately while handling returns, exchanges, and payment issues.
- Achieved monthly sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Participated in team meetings and training sessions regularly for continuous professional development within the retail industry.
- Developed comprehensive product knowledge, enabling effective upselling and cross-selling.
- Maintained a calm demeanor and professionally managed issues in busy, high-stress situations.
- Resolved customer complaints with patience and understanding, restoring customer confidence.
- Listened to customer needs and desires to identify and recommend optimal products.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
Member Service Representative to Team Lead
Callogix
Bedford, NH
01.2015 - 03.2019
- Resolved member inquiries with accurate account, billing, and eligibility information.
- Processed service requests, updates, and documentation in CRM systems.
- Tracked call outcomes to ensure timely follow-up and case resolution.
- Explained plan details, policies, and procedures using clear, professional communication.
- Identified recurring service issues and recommended process improvements.
- Mentored new representatives on service standards, systems, and escalation procedures.
- Maintained compliance with quality guidelines while supporting consistent member experiences.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Verified customer identification and documentation for compliant transactions.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Promoted a positive work environment by fostering open communication between colleagues and supervisors.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Trained new personnel regarding company operations, policies and services.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Cross-trained and backed up other customer service managers.
Education
Certified Clinical Medical Assistant
Hesser College
Manchester, NHSkills
- Transaction processing
- Work ethic
- Problem-solving
- Reliability
- Effective multitasking
- Customer service and support
- Transaction adjudication
- Effective communication
- Active listening
- Data entry
- Time management
- Professionalism
Timeline
Transaction Processor II Government Health Service
Conduent State Healthcare
01.2021 - 08.2026
Sales Associate
J Jill Group
03.2019 - 03.2020
Member Service Representative to Team Lead
Callogix
01.2015 - 03.2019
Certified Clinical Medical Assistant
Hesser College