Jeri Lancaster
West Des Moines,IA
Summary
Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed, and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
19
19
years of professional experience
Work History
Customer Service Representative
TELUS International
05.2021 - Current
- Respond to incoming requests for eligibility for retiree health and pension benefits in high call-volume call center.
- Developed strong knowledge of eligibility and retention requirements to provide accurate information based on individual retiree benefits.
- Manage high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolve complaints with empathy and active listening to address concerns and provide satisfactory resolutions.
- Provide detailed documentation of retiree interactions, ensuring proper follow-up and resolution of issues.
Commercial and Rental Property Cleaner
Phillips Cleaning
07.2018 - 12.2020
- Performed deep-cleaning services for property turnovers, contributing to reduced vacancy rates for rental units.
- Improved client satisfaction by providing thorough and efficient cleaning services tailored to individual preferences.
- Enhanced the cleanliness and organization of homes with meticulous attention to detail in all tasks performed.
- Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows, and dusting.
Customer Service
Hy-Vee
08.2016 - 03.2017
- Customer Service
- Cashier
Network Consultant
Aetna
06.2015 - 05.2016
- Responsible for credentialing providers requesting participation in Aetna Preferred Provider Plan.
- Coordinated provider additions, changes and terminations.
- Coordinated weekly credentialing approval reports for all Network Consultants.
- Researched returned EOB and claim payment checks for participating providers.
Administrative Assistant
Combined System Technologies, Inc.
03.2014 - 10.2014
- Administrative Assistant to the Office Manager.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Coordinated daily sales agreements and service ticket invoicing and reconciling client payments.
- Responsible for the completion of reports to calculate daily sales for the sales staff.
Administrative Assistant
Aviva USA/Athene
01.2008 - 12.2013
- Confidential Administrative Assistant to SVP Financial Controller, VP of Financial Reporting, Director of Investment Accounting, Director of Banking & Treasury and Director of Accounting Operations.
- Coordinated meetings and minutes, travel, maintained multiple calendars for individuals and departments and handled special projects as requested.
- Coordinated the completion and receipt of monthly and quarterly Controller deliverables.
- Coordinated new employee on-boarding and terminations by completing work requests, setting up workstations and computer access.
- Coordinated annual and monthly continuing education sessions.
- Coordinated on-site and off-site quarterly meetings and All Finance team events.
Corporate Project Coordinator
Holmes Murphy & Associates, Inc.
09.2005 - 06.2007
- Confidential Executive Assistant to the President and VP of Human Resources.
- Coordinated special events, meetings and minutes, travel, maintained multiple calendars and special projects as requested.
- Produced financial reporting for 80+ producers using multiple reports and Excel spreadsheets for President and CEO.
- Handled brokerage contracting on the behalf of the agency and 11 division offices.
- Assisted the VP and Assistant VP of Marketing to determine Sales Meeting qualifiers, special events and projects.
Education
Some College (No Degree) - Psychology
Northwest Missouri State University
Maryville, MOHigh School Diploma -
Norwalk High School
Norwalk, IA05.1988
Skills
- Customer Service
- Problem-solving abilities
- Customer inquiries
- Active Listening
- Critical Thinking
- Call center experience
- Computer Proficiency
- Documentation And Reporting
- Data Entry
- Verbal and written communication
Timeline
Customer Service Representative
TELUS International
05.2021 - Current
Commercial and Rental Property Cleaner
Phillips Cleaning
07.2018 - 12.2020
Customer Service
Hy-Vee
08.2016 - 03.2017
Network Consultant
Aetna
06.2015 - 05.2016
Administrative Assistant
Combined System Technologies, Inc.
03.2014 - 10.2014
Administrative Assistant
Aviva USA/Athene
01.2008 - 12.2013
Corporate Project Coordinator
Holmes Murphy & Associates, Inc.
09.2005 - 06.2007
Some College (No Degree) - Psychology
Northwest Missouri State University
High School Diploma -
Norwalk High School