Summary
Overview
Work History
Education
Skills
Biblical Studying
Timeline
Generic

Jerene H Pugh

Vance,Alabama

Summary

Pragmatic Chaplain Assistant skilled helping many individuals simultaneously in fast-paced environments while remaining calm and composed. Smart individual dedicated to working with emotional needs of others. Offering empathy, patience and commitment to keeping information confidential. Warm Chaplain Assistant leading weekly Bible study and assisting with ministry development and growth. Compassionate self-motivator fostering deep devotion to faith and supporting religious operations. Seasoned [Job Title] offering [Number] years of experience in pastoral care and spiritual leadership to growing church. Committed to creating thriving community and guiding individuals transformed by gospel. Successful background in organizational leadership, ministry program development and mission-oriented strategic planning. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level position. Ready to help team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

24
24
years of professional experience

Work History

Chaplain

UAB West Medical Center
01.2018 - 07.2022
  • Officiated special services such as weddings, funerals, baptisms, and nursing home services.
  • Led programs such as worship, study, fellowship, and service opportunities.
  • Provided spiritual guidance to patients and staff members by conducting regular counseling sessions.
  • Enhanced the quality of life for long-term care residents by implementing engaging spiritual activities tailored to individual preferences.

Customer Service Representative

Health South Business Office
04.2004 - 06.2010
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Updated account information to maintain customer records.
  • Provided primary customer support to internal and external customers.
  • Responded to customer requests for products, services, and company information.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Answered constant flow of customer calls with minimal wait times.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Tracked customer service cases and updated service software with customer information.
  • Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
  • Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Implemented and developed customer service training processes.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Promptly responded to inquiries and requests from prospective customers.
  • Cross-trained and backed up other customer service managers.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Delivered prompt service to prioritize customer needs.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Cross-trained and provided backup support for organizational leadership.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Trained staff on operating procedures and company services.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Responded proactively and positively to rapid change.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Promoted available products and services to customers during service, account management, and order calls.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
  • Investigated and resolved accounting, service and delivery concerns.
  • Reached out to customers after completed sales to suggest additional service or product purchases.
  • Maintained up-to-date knowledge of product and service changes.
  • Trained new personnel regarding company operations, policies and services.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Sought ways to improve processes and services provided.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.

Coronation of Benefits Specialist, Special Account

Partners Health Plans
09.1998 - 08.2004
  • Trained new team members in policies and procedures and offered insight into best ways to manage job tasks and duties.
  • Observed strict procedures to maintain data and plan participant confidentiality.
  • Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
  • Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
  • Checked employees' benefits enrollment for accuracy and inputted all data into [Software].
  • Negotiated and managed contracts with health insurance providers to secure cost-effective employee coverage.
  • Participated in annual benefit plan review meetings with senior leadership, providing data-driven insights and recommendations for future plan design adjustments.
  • Coordinated wellness programs that contributed to healthier work environments and increased productivity levels among staff members.
  • Analyzed and reported on employee benefits data to identify trends and develop strategies for improvement.
  • Created employee education programs to improve understanding of benefits packages and increase utilization.
  • Partnered with vendors to provide employee training on various topics such as retirement planning or health management strategies, empowering staff members to make informed decisions about their personal wellbeing.
  • Provided support during mergers or acquisitions by assisting in the integration of disparate benefits programs into a unified offering for all employees.
  • Implemented open enrollment system to streamline benefits processes for employees.
  • Built relationships with vendors to foster quality service delivery.
  • Collaborated with HR to develop and maintain up-to-date benefits manual.
  • Maintained thorough knowledge of industry trends and best practices within the realm of employee benefits, enabling informed decision-making and strategic planning efforts on behalf of the company.
  • Maintained compliance with federal regulations regarding FMLA, ADA, and other relevant laws governing employee benefits.
  • Conducted annual open enrollment sessions to ensure employees were well-informed about their options and plan changes.
  • Assisted in resolving complex benefits issues, leading to increased employee satisfaction and retention rates.
  • Managed COBRA compliance, ensuring timely notifications and accurate administration for former employees.
  • Enhanced understanding of benefit offerings with effective communication materials and presentations.
  • Negotiated cost-effective contracts with insurance carriers, resulting in significant savings for the company.
  • Developed comprehensive benefits packages to improve employee satisfaction and retention.
  • Assessed the effectiveness of current benefit programs through regular analysis of utilization data, identifying areas where improvements could be made or costs could be reduced without sacrificing quality offerings for employees.
  • Developed and maintained comprehensive job evaluation system for equitable compensation.
  • Analyzed and evaluated existing compensation and benefits programs and recommended improvements.

Education

Master of Theology - Theology & Biblical Studies

Life Christian University
Tampa, FL
11.2011

Bachelor Computer Science - Computer And Information Sciences, Accounting

Bessemer State Techonal College
Bessemer. AL
09.1971

Skills

  • Highly Skilled in [Software]
  • Worship Service Assistance
  • Effective Communication
  • Materials Preparation
  • Spiritual Care
  • Ministry Development
  • Volunteer coordination
  • Grief support
  • Addiction support
  • Trauma-informed care
  • Public speaking
  • Stress management
  • Marriage counseling
  • Pastoral care
  • Interfaith understanding
  • Sermon preparation
  • Family mediation
  • Spiritual counseling
  • Empathy development
  • Crisis intervention
  • Hospital visitation
  • Religious education
  • Chaplaincy administration
  • Ethical guidance
  • Active listening
  • Anger management
  • Conflict resolution
  • Prayer leadership
  • Group facilitation
  • Mission-Oriented
  • Volunteer Management
  • Spiritual Leadership
  • Community Service
  • Officiating
  • Counseling
  • Teaching
  • Mercy Ministry
  • Leadership Development
  • Individual Counseling
  • Preaching
  • Congregational Care
  • Crisis Management
  • Records Management
  • Accurate Recordkeeping
  • Spiritual Guidance

Biblical Studying

  Funerals

Weddings


Timeline

Chaplain

UAB West Medical Center
01.2018 - 07.2022

Customer Service Representative

Health South Business Office
04.2004 - 06.2010

Coronation of Benefits Specialist, Special Account

Partners Health Plans
09.1998 - 08.2004

Master of Theology - Theology & Biblical Studies

Life Christian University

Bachelor Computer Science - Computer And Information Sciences, Accounting

Bessemer State Techonal College

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Jerene H Pugh