Jessica Kiger
Summerfield,FL
Summary
Dedicated dental professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Meticulous, customer-focused professional with a successful 34-year career in dental sector. Hardworking and passionate job seeker with strong organizational skills eager to secure Customer Service position. Ready to help team achieve company goals.
Overview
31
31
years of professional experience
Work History
Manager, Implementation and Group Services
Delta Dental Plan Of Michigan
02.2021 - 01.2024
- Communicated clearly with employees to keep everyone on same page and working toward established business goals.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Streamlined workflows by identifying bottlenecks in existing systems and proactively addressing these challenges through appropriate solutions implementation.
- Facilitated successful cross-functional collaborations for completion of key projects, fostering strong working relationships among team members.
- Managed and motivated employees to be productive and engaged in work.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Maximized performance by monitoring daily activities and mentoring team members.
- Developed and maintained courteous and effective working relationships.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Cultivated interpersonal skills by building positive relationships with others.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Self-motivated, with strong sense of personal responsibility.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Led change management initiatives to drive organizational transformation without compromising employee morale or productivity levels.
Supervisor, Group Services
Delta Dental Plan
04.2013 - 02.2021
- Established performance metrics for team, consistently tracking progress towards goals and making adjustments as needed.
- Maintained compliance with company policies, objectives, and communication goals.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Devised and implemented processes and procedures to streamline operations.
- Educated staff on organizational mission and goals to help employees achieve success.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Oversaw daily operations of department, ensuring smooth workflow and timely completion of tasks.
- Enhanced communication within team by holding regular meetings and encouraging open dialogue among all members.
- Facilitated collaboration between team members on projects requiring cross-functional expertise for successful outcomes.
- Demonstrated commitment to organization's core values, leading by example and fostering a culture of excellence.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Evaluated employee performance and coached and trained to improve weak areas.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Proven ability to learn quickly and adapt to new situations.
- Resolved problems, improved operations and provided exceptional service.
- Paid attention to detail while completing assignments.
Group Services Specialist
Delta Dental Plan
05.2008 - 04.2013
- Fostered positive work environment that encouraged collaboration, innovation, and continuous improvement among team members.
- Collaborated with cross-functional teams to develop and implement service improvements.
- Managed high-volume workloads, prioritizing tasks to ensure timely completion and quality results.
- Processed Requests for new group implementations, contract changes and agent/agency requests.
- Excellent communication skills, both verbal and written.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Proved successful working within tight deadlines and a fast-paced environment.
- Paid attention to detail while completing assignments.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Operation Specialist
Delta Dental Plan
11.2007 - 05.2008
- Listened to agent calls to ensure accurate information was provided for each call.
- Evaluated staff calls to provide reporting for Supervision to coach and address inefficiencies.
- Skilled at working independently and collaboratively in team environment.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Account Manager
Delta Dental Plan
07.2004 - 11.2007
- Coordinated with internal teams to facilitate prompt delivery of client projects.
- Attended sales meetings and trainings.
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Stayed current on company offerings and industry trends.
- Facilitated client satisfaction and renewed customer relations.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Presented professional image consistent with company's brand values.
- Built relationships with customers and community to promote long term retention.
- Provided comprehensive reporting on account performance, enabling clients to make data-driven decisions about future renewals.
- Managed diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Cultivated long-term relationships with key stakeholders in assigned accounts, fostering trust and loyalty among clients.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Actively participated in networking events within industry and expanding professional connections.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Monitored service after sale and implemented quick and effective problem resolutions.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
- Passionate about learning and committed to continual improvement.
Customer Service Representative
Delta Dental Plan
12.1996 - 07.2004
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Delivered prompt service to prioritize customer needs.
- Fostered customer-centric culture within team by consistently reinforcing importance of empathy, understanding, and patience in all interactions with clients.
- Responded to customer calls and emails to answer questions about products and services.
- Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
- Met customer call guidelines for service levels, handle time and productivity.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both client and company.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Actively listened to customers and handled concerns quickly.
- Achieved high-quality service by adhering to company policies and procedures during each interaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Followed up with customers when applicable to maintain high standards of customer service.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Consistently met or exceeded performance goals, contributing to overall success of call center.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Enhanced customer satisfaction by resolving complex issues promptly and professionally.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Promptly responded to inquiries and requests from prospective customers.
- Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
- Investigated and resolved customer inquiries and complaints quickly.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded proactively and positively to rapid change.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adapted quickly to new technologies introduced into call center environment, utilizing tools effectively during customer interactions.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Passionate about learning and committed to continual improvement.
Dental Office Manager
Tamara L. Bauer D.D.S.
04.1993 - 12.1996
- Implemented strict infection control protocols to safeguard health and safety of patients and employees alike.
- Prepared insurance claim forms, explained benefits, and outlined pricing details for procedures and services.
- Maintained a professional and welcoming atmosphere, fostering strong relationships with patients and encouraging referrals.
- Maintained strict confidentiality of all patient records, ensuring compliance with HIPAA regulations and safeguarding sensitive personal information.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Collaborated closely with dentists to create customized treatment plans that best met individual patient needs while maximizing practice profitability.
- Achieved revenue goals with successful management of patient scheduling, receivables and miscellaneous operations expenses.
- Prepared bank deposits and posted daily revenues to stay on top of administrative demands.
- Reduced wait times for patients through effective coordination of staff schedules and resource allocation.
- Effectively resolved patient concerns or complaints, maintaining excellent client relations and promoting ongoing customer loyalty.
- Boosted dental practice revenue by optimizing billing procedures and diligently following up on outstanding payments.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Increased office efficiency by implementing new electronic records management system for seamless data access.
- Enhanced patient satisfaction by streamlining appointment scheduling and managing insurance claims.
- Attended continuing education opportunities for dental staff members to stay updated with industry advancements and maintain licensure requirements.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained patient data with required regulatory chart documents, personal information and treatment consultation documentation.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Education
High School Diploma -
Mason High School
Mason, MI06.1989
Skills
- Salesforce
- MS Word
- MS Excel
- Dental office administration
- 34 years in dental sector
Timeline
Manager, Implementation and Group Services
Delta Dental Plan Of Michigan
02.2021 - 01.2024
Supervisor, Group Services
Delta Dental Plan
04.2013 - 02.2021
Group Services Specialist
Delta Dental Plan
05.2008 - 04.2013
Operation Specialist
Delta Dental Plan
11.2007 - 05.2008
Account Manager
Delta Dental Plan
07.2004 - 11.2007
Customer Service Representative
Delta Dental Plan
12.1996 - 07.2004
Dental Office Manager
Tamara L. Bauer D.D.S.
04.1993 - 12.1996
High School Diploma -
Mason High School
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