Jeri Conard
Redford,MI
Summary
Dynamic Senior Customer Service Representative at CVS/Aetna with a proven track record in complaint resolution and customer support. Expert in de-escalation techniques, enhancing customer satisfaction through effective problem resolution. Recognized for mentoring staff and implementing process improvements that significantly reduced call wait times, fostering a collaborative team environment.
Overview
23
23
years of professional experience
Work History
Senior Customer Service Representative
CVS/Aetna
05.2007 - 06.2021
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Assisted in training new staff on customer service protocols and company policies.
- Managed escalated customer issues, ensuring timely resolution and satisfaction.
- Implemented process improvements to enhance overall customer experience and efficiency.
- Mentored junior staff, fostering a collaborative team environment focused on service excellence.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Demonstrated excellent multitasking abilities by managing multiple concurrent tasks while ensuring timely completion.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Developed comprehensive knowledge of company products and services in order to provide accurate information to customers.
- Mentored junior team members, contributing to their professional development and overall team success.
- Developed solutions-oriented approaches when faced with challenging situations or dissatisfied customers.
- Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.
- Escalated issues to proper supervisors when standard processes were not effective.
- Reduced call wait times by implementing effective time management techniques within the team.
- Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns.
- Educated customers about the network processes including Cofinity, First Health and Aetna Signature Network.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promptly responded to inquiries and requests from prospective customers.
- Maintained up-to-date knowledge of product and service changes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Met customer call guidelines for service levels, handle time and productivity.
- Assisted with reprocessing/correcting medical claims in between outbound/inbound calls from the payer, provider or patient.
- Worked on special projects for the customer service/processing management teams.
- Made conference calls with the patient to provider/payor to assist/resolve issues.
- Excelled in the monthly 1:1 and received numerous recognitions for outstanding performance and assistance with patient’s, payors and providers.
Lead Childcare Provider
Jtots Childcare and Preschool
06.1998 - 05.2007
- Supervised daily activities, ensuring safety and engagement among children.
- Developed and implemented age-appropriate lesson plans to enhance learning experiences.
- Fostered positive relationships with parents through regular communication and feedback sessions.
- Trained and mentored junior staff in best practices for childcare and classroom management.
- Evaluated existing policies and procedures within the center, identifying areas of improvement and implementing necessary changes for optimal efficiency.
- Developed strong relationships with children by displaying empathy, understanding, and active listening skills.
- Provided ongoing communication with families regarding their child''s progress, milestones achieved, and areas for improvement.
- Enhanced children''s learning experience by incorporating creative and interactive activities into daily routines.
- Designed weekly schedules that incorporated both structured learning activities as well as free playtime allowing children to express themselves creatively.
- Implemented programs that supported early literacy skills through reading activities, storytelling sessions, and writing exercises.
- Collaborated with other childcare providers to share best practices and develop a supportive network for continued professional growth.
- Created a diverse range of age-appropriate games that encouraged problem-solving abilities within a fun environment.
- Maintained open lines of communication with families, sharing daily updates on their child's progress and addressing any concerns or questions.
- Promoted physical, emotional, and social growth of children through engaging group activities and one-on-one interactions.
- Collaborated with parents to establish consistent routines and reinforce positive behaviors at home and in the childcare setting.
- Monitored children's activities to verify safety and wellbeing.
- Read stories, sang songs and facilitated creative play.
- Implemented daily routines and activities to stimulate and engage children.
- Dispensed snacks and meals to children in accordance with nutritional guidelines.
- Provided support and guidance to children in conflict resolution.
- Used positive reinforcement techniques to promote patience and other good behaviors in children.
- Encouraged children's emotional and social development.
- Responded to inquiries from parents and guardians.
- Instructed children in crafts and other activities to promote gross and fine motor skills.
- Assisted in potty training and toilet hygiene.
- Prepared group activities to enhance socialization, communication and problem-solving skills for children.
- Worked closely with fellow staff members in developing and implementing educational and recreational activities.
- Helped children develop motor skills in preparation for preschool and kindergarten.
- Logged information regarding naps, feedings, and any medications administered.
- Caring for newborns-12 months old in the infant room. Prepared bottles and baby food. Also maintained laundry needs.
- lead provider in preschool one room. Caring for and teaching 2.5-3.5 yrs of age. Assisting parents with potty training.
- Assistant provider in preschool 3. Caring for 4.5-5yrs of age. Preparing for kindergarten.
- Working in the kitchen as the cook. Preparing meals 2x daily along with kitchen cleaning.
Education
Associate of Science - Associates in Liberal Arts
Schoolcraft College
Livonia, MI06.2004
Skills
- Customer support
- Complaint resolution
- Quality assurance
- Conflict management
- Call center experience
- De-escalation techniques
- Customer service
- Understanding customer needs
- Teamwork and collaboration
- Computer skills
- Calm and professional under pressure
- Microsoft office
- Inbound call management
- Remote office availability
- Call documentation
- Problem resolution
- Reprocessing of medical claims
Additional Information
Senior customer service representative for the medical provider networks Cofinity, First Health and Aetna Signature Administrator.
Hobbies
I love to spend time with my children. I absolutely love being a Mom! I Enjoy camping, traveling Upnorth and animals. I have a Great Dane and a bearded dragon. I look forward to the holiday season. Especially Halloween, Thanksgiving and Christmas.
Accomplishments
Received numerous compliments from the patients, payors, and providers on the excellent assistance provided to them.
Timeline
Senior Customer Service Representative
CVS/Aetna
05.2007 - 06.2021
Lead Childcare Provider
Jtots Childcare and Preschool
06.1998 - 05.2007
Associate of Science - Associates in Liberal Arts
Schoolcraft College