Jennifer A Dudek
Maryville,TN
Summary
Highly motivated, dependable, and resourceful customer support specialist with extensive experience in handling high call volume environments. Thrives in deadline-oriented, target-driven, and high-pressure settings, consistently delivering exceptional results. Recognized for exceptional problem-solving skills, adept at identifying issues, resolving problems, and capitalizing on opportunities while maintaining the highest standards of quality and service delivery. Demonstrates professionalism, proper telephone etiquette, patience, and efficiency to effectively minimize customer dissatisfaction and foster increased loyalty.
Overview
22
22
years of professional experience
Work History
Remote: Customer Support Coordinator
GN Consumer Hearing/Jabra Enhance
04.2024 - Current
- Managed high-volume inbound calls, providing exceptional service & support to customers in need of assistance.
- Reduced escalations by effectively addressing concerns at the first point of contact whenever possible.
- Established positive relationships with clients through proactive communication and attentive listening skills.
- Resolved discrepancies found on customer orders and facilitated communication between departments for resolution.
- Championed best practices within the support team, fostering a culture of continuous learning and growth.
- Collaborated with cross-functional teams to improve overall product quality and customer experience.
- Troubleshot and resolved customer complaints and issues.
- Determined job urgency and priorities to satisfy customer requirements.
- Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
- Served as a key liaison between customers and internal departments, facilitating timely resolutions for urgent matters.
- Provided expert guidance for customers navigating complex products or services, leading to greater understanding and satisfaction.
- Scheduled customer appointments and reduced scheduling conflicts in a timely fashion
- Collected deductibles and processed warranty claims after account verifications.
Remote: Eligibility Senior Representative
Accredo Health Group
07.2022 - 4 2024
- Verify and process medical and pharmacy insurance claims to ensure accuracy and compliance with established guidelines.
- Collaborate with healthcare providers and policyholders to resolve eligibility and coverage issues promptly and efficiently.
- Investigate and analyze claim denials, making appropriate corrections and resubmitting claims for processing.
- Maintain up-to-date knowledge of insurance policies, coverage changes, and industry updates to provide accurate information to clients.
- Successfully navigate various insurance portals and databases to access policy details and claims status.
- Work closely with the claims processing team to identify and address common claim errors and ensure continuous process improvement.
- Collaborated with the claims department to expedite claims processing and reduce claim settlement timeframes.
- Process pharmacy claims and perform eligibility verification to ensure claims accuracy and adherence to company policies and procedures.
- Collaborate with pharmacies, healthcare providers, and insurance carriers to address claim issues, resolve rejections, and expedite claim processing.
- Utilize pharmacy software and databases to access patient profiles, insurance information, and medication coverage details.
- Investigate and resolve billing discrepancies, including prior authorization requirements and coverage limitations.
- Educate patients and healthcare providers on prescription coverage, copays, and other insurance-related inquiries.
- Maintain up-to-date knowledge of pharmacy benefit plans, formularies, and medication coverage changes.
- Act as a liaison between patients, pharmacies, and insurance companies to facilitate seamless communication and prompt resolution of claim-related concerns.
- Assist policyholders with claim inquiries, explaining benefits, and guiding them through the claims submission process.
- Provided exceptional customer service to policyholders, addressing inquiries, and resolving issues related to claims, eligibility, and coverage.
- Assisted customers in understanding insurance benefits, explaining deductibles, copays, and out-of-pocket expenses.
- Maintained accurate records of customer interactions and case details, ensuring information confidentiality.
- Consistently meet performance metrics, including claim turnaround time and accuracy, ensuring optimal operational efficiency.
- Reason for leaving: Resigned as I accepted full-time opportunity with Jabra Enhance.
Remote: Service Specialist (1099 Contractor Role)
Working Solutions
10.2021 - 04.2024
- Self-disciplined and able to work independently, managing time and tasks efficiently as a 1099 contractor.
- Excellent communication skills, both written and verbal, with the ability to adapt communication style to various audiences.
- Strong problem-solving abilities, with a focus on finding effective and creative solutions to meet customer needs.
- Proficient in using remote communication tools, such as Zoom, WebEx, Slack, Microsoft Teams, Sales Force and helpdesk software as well as email, and chat.
- Customer-centric approach, always putting the client's needs and satisfaction as the top priority.
- Adaptability and quick learning, enabling me to adapt to new products, technologies, and industries seamlessly.
- Detail-oriented with strong organizational skills, ensuring accurate and thorough documentation of customer interactions.
- Provide remote customer support and service to clients, ensuring inquiries and issues are addressed promptly and professionally.
- Utilize various communication channels, including email, chat, and phone, to assist clients with product inquiries, technical support, and order/billing management.
- Resolve customer complaints and concerns in a tactful and courteous manner, striving to achieve customer satisfaction and retention.
- Collaborate with cross-functional teams to escalate and resolve complex customer issues, maintaining a high level of responsiveness and professionalism.
- Document all customer interactions and transactions accurately and comprehensively for future reference and reporting.
- Act as a brand ambassador, maintaining a positive and helpful attitude while delivering a consistent and positive customer experience.
- Stay updated on product knowledge and industry trends to provide accurate and up-to-date information to clients.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success
- Reinforced established quality control standards and followed procedures for optimal customer interactions
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Reason for leaving: Resigned as I accepted full-time opportunity with Jabra Enhance.
Remote: Customer Service & Support Specialist
Convergys, Home Call Center
07.2017 - 10.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered customer advice and assistance, paying attention to special needs or wants.
- Responded to 75-100 inbound daily calls in high call volume environment.
- Provided excellent communication and problem-solving skills, initiative, and accuracy to provide the customer with an efficient and positive experience.
- Provided excellent customer service to customers while placing orders, inquiring about account changes and/or concerns, also addressing billing questions/shipping activities.
- Addressed/resolved any billing, account changes or routine maintenance per Customer request.
- Required to up-sell when there was an opportunity and also meet monthly metrics.
- Entered customer interaction details in Software to track requests, document problems, and record solutions offered.
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Reason for leaving: Resigned due to medical (surgical) reasons at the time, which have since been resolved.
Receptionist/Customer Service Specialist/Legal Administrative Assistant
Burton & McKinnish, PLLC (Temporary Assignment)
07.2016 - 07.2017
- Directed incoming calls to internal personnel and departments, routing to best-qualified entity to respond to callers' needs.
- Answered questions and addressed, resolved or escalated issues to management personnel to satisfy customers.
- Balanced 8 Attorney / 6 Paralegal's availability, customer schedules and maximum load levels when scheduling appointments.
- Daily scheduling: Consisting of individual consultations, meditations, legal appointments, also hearings.
- Coordinated travel accommodations for staff and out-of-town visitors, including vouchers, agendas and transportation.
- Mediation scheduling, coordination, follow up involving multiple parties, including account set up, documentation, payment information, also on-line filing.
- Responsible for initial client intake, opening / creating client files both physically as well as in database.
- Responsible for assisting Social Security clients with Representation Packets as well as Medical Records authorizations and Intake process.
- Assisting current clientele with questions, concerns, account status & payment information.
- Creation of Letters/Forms as directed.
- Provided clerical support to 16 company employees by copying, faxing scanning and filing documents.
- Managed office inventory by restocking supplies and placing purchase orders to maintain adequate stock levels.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
- Reason for leaving: Temporary assignments completed.
Receptionist/CSS/Back up Billing Clerk
Russell's Pest Control (Temporary Assignment)
01.2016 - 06.2016
- Answered average of 65 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Scheduled office meetings and client appointments for team of 28 Professional, including the CEO / CFO.
- Organized and scheduled office meetings as well as client appointments for team of 28 Professionals, effectively accommodating hectic agendas.
- Assisted department heads & internal staff members with clerical and administrative needs to maximize efficiency and team productivity.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Directed incoming calls to internal personnel and departments, routing to best-qualified entity to respond to callers' needs.
- Prepared packages for shipment, pickup and courier services for prompt delivery to customers.
- Resolved conflicts and negotiated agreements between parties in order to reach win-win solutions to disagreements and clarify misunderstandings.
- Monitored outstanding invoices and performed collections duties.
- Reason for leaving: Temporary assignments completed.
Admin Specialist/CSR/Medical Billing Clerk
Hanger Prosthetic's (Temporary Assignment)
06.2015 - 12.2015
- Welcome and greet clients and visitors in a friendly and professional manner, ensuring a positive first impression.
- Excellent verbal and written communication skills, with a friendly and approachable demeanor.
- Strong organizational and multitasking abilities, capable of managing various administrative tasks simultaneously.
- Exceptional attention to detail, ensuring accuracy in documentation and data entry.
- Ability to work well under pressure, handling customer inquiries and managing busy front desk operations.
- Solid problem-solving skills, adept at addressing customer concerns and finding suitable solutions.
- Positive attitude and team-oriented, willing to assist colleagues as needed.
- Handle incoming calls, route them to the appropriate departments, and take messages when necessary.
- Schedule appointments and meetings, coordinate conference room bookings, and manage office calendars.
- Provide administrative support to various departments, assisting with data entry, filing, and document preparation.
- Handle customer inquiries and resolve issues promptly, ensuring high levels of customer satisfaction.
- Collaborate with other team members to improve customer service procedures and enhance the overall customer experience.
- Gathered patient information and insurance details to ensure accurate and timely billing.
- Prepared and reviewed billing documentation, identifying discrepancies and resolving issues.
- Verified insurance eligibility and benefits, and submitted claims to insurance companies for reimbursement.
- Assisted patients in understanding their bills, explaining charges, and facilitating payment arrangements.
- Worked closely with healthcare providers to obtain necessary documentation for billing and coding accuracy.
- Collaborated with the billing department to streamline processes, resulting in improved efficiency.
- Assisted customers with product information, pricing, and order processing.
- Resolved customer complaints and issues promptly, aiming for a satisfactory resolution.
- Maintained accurate and up-to-date customer records and order information.
- Strong attention to detail, ensuring accuracy in billing and documentation.
- Proficient in using Microsoft Office Suite (Word, Excel, Outlook) and billing software.
- Effective problem-solving skills, with the ability to address customer concerns efficiently.
- Multitasking capabilities, adept at managing reception duties, billing tasks, and customer inquiries simultaneously.
- Exceptional organizational skills, capable of handling administrative tasks effectively.
- Positive attitude and adaptability, willing to take on new challenges and learn quickly.
- Team player, able to collaborate with colleagues to achieve common goals.
- Reason for leaving: Temporary assignments completed.
Administrative Assistant/HR Coordinator/Payroll/Medical Billing Coder
Palmetto Pain Relief Center
05.2007 - 06.2015
- Operated multi-line telephone system to independently handle over 50 calls each day.
- Coordinated domestic and international travel arrangements, including booking airfare, hotel and ground transportation.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
- Managed Software databases converting complex data into easy-to-interpret data.
- Processed invoices and expenses using Quixote & Quick-books.
- Coordinated bookkeeping activities in Quick-books and Lawson, including invoicing and accounts payable.
- Performed general office duties, including answering multi-line phones, routing calls and messages and greeting visitors.
- Monitored Providers work calendar and scheduled appointments, meetings and travel.
- Supported efficient meetings by organizing spaces and materials, documenting discussions and distributing meeting note.
- Arranged rapid office equipment repair and maintenance with vendors.
- Generated reports and typed letters in Quixote and prepared presentations in MS Office for maximum impact and results.
- Input, correction of time clock entries, also assisted with payroll processing via ADP.
- Conducting the new hire orientation process, the proper completion of new hire paperwork, compliance verification's (background/license verification's). Also, managing, tracking the new hires scheduling, while adhering to individual scheduling requests.
- Reason for leaving: Relocated to Tennessee after the finalization of divorce in order to be closer to Family.
HR Directors Asst/Admin & Reception Coordinator
Protected Vehicles, Inc
03.2003 - 05.2007
- Answered high volume of telephone calls to field inquiries from clients, vendors and various other callers seeking information.
- Provided clerical support to 25 company employees by copying, faxing and filing documents.
- Responsible for greeting vendors, suppliers, also visitors to PVI, while at the front desk position.
- Able to work efficiently independently also as a team member, while providing excellent customer service.
- Conducting the new hire process, providing both in state, as well as out of state (Sled) background/license verification's.
- The proper completion of new hire paperwork, scheduling, also responsible for organizing/conducting the on-boarding process for the new hire orientations.
- Customer care specialist, as well as problem/conflict solving capabilities.
- Responsibilities also included assisting the Accounting Department with payroll, time keeping management, verifying, auditing time clock entries via ADP, approving vacation time off, leave requests and also tracking employees within their first 90 days.
- I also worked closely with our corporate office, as well as Employee Health Nurse to document, provide accurate updates regarding our employees.
- Created/updated daily and weekly calendars/spreadsheets for several divisions to assist with organization.
- I also was part of a "3" member travel team for PVI, which handled international as well as domestic travel for the CEO, CFO, guests, and various members of the PVI staff.
- Daily duties also included utilizing various computer software programs, various spreadsheets/data activities, multi-line telephone skills, messages, filing, etc.
- Reason for leaving: PVI declared bankruptcy & closed facility unannounced.
Education
High School Diploma -
Airport High School
West Columbia, SCSome College (No Degree) -
College of Charleston
Charleston, SCSkills
Cross-functional high-level customer service & support coordination via call, email, chat
- Call Management Skills, including professional telephone demeanor, call control, active listening, relationship building, critical thinking, problem resolution, complaint handling, conflict/complaint resolution, and customer satisfaction
- Scheduled, rescheduled, maintained customers appointments
- Processed customer supply orders, as well as warranty replacement orders while keeping customers up to date on order status
- In-depth understanding of our products, technical specifications, and functionality, and explaining products thoroughly to customers
- Establishing Specific, Measurable, Achievable, Relevant, and Time-bound goals in alignment with team and company objectives
- Consistently achieving or surpassing Key Performance Indicators (eg, response time, customer satisfaction, sales targets, etc)
Accomplishments
● Windows ● Microsoft Office G Suite ● Various Database Management ● Salesforce ● Slack ● Workday ● ADP ●
Timeline
Remote: Customer Support Coordinator
GN Consumer Hearing/Jabra Enhance
04.2024 - Current
Remote: Eligibility Senior Representative
Accredo Health Group
07.2022 - 4 2024
Remote: Service Specialist (1099 Contractor Role)
Working Solutions
10.2021 - 04.2024
Remote: Customer Service & Support Specialist
Convergys, Home Call Center
07.2017 - 10.2021
Receptionist/Customer Service Specialist/Legal Administrative Assistant
Burton & McKinnish, PLLC (Temporary Assignment)
07.2016 - 07.2017
Receptionist/CSS/Back up Billing Clerk
Russell's Pest Control (Temporary Assignment)
01.2016 - 06.2016
Admin Specialist/CSR/Medical Billing Clerk
Hanger Prosthetic's (Temporary Assignment)
06.2015 - 12.2015
Administrative Assistant/HR Coordinator/Payroll/Medical Billing Coder
Palmetto Pain Relief Center
05.2007 - 06.2015
HR Directors Asst/Admin & Reception Coordinator
Protected Vehicles, Inc
03.2003 - 05.2007
High School Diploma -
Airport High School
Some College (No Degree) -
College of Charleston
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