Jilian Vena
Crystal Lake,Illinois
Summary
Self-motivated, detail-oriented, customer-friendly individual with 10 years’ experience, who wants to grow with a company. Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
8
8
years of professional experience
Work History
Client Service Analyst
JPMorgan Chase
08.2022 - Current
- . Helped manage customer escalations process.
- Managed multiple deadlines simultaneously while maintaining attention to detail in all tasks performed.
- Improved client satisfaction by providing timely and accurate responses to inquiries.
- Conducted thorough research to provide data-driven recommendations for improving client services.
- Continuously evaluated evolving industry trends, incorporating pertinent changes into daily operations where applicable.
- Contributed to the creation of internal reports detailing department performance metrics and areas for improvement.
- . Assisted with tracking customer complaints through resolution phases.
- Streamlined processes for increased efficiency in managing client accounts and requests.
- Proactively identified potential issues affecting clients'' accounts, taking steps to address them before they escalated into larger concerns.
- Escalated requests for service, acting as point of escalation for external and internal parties.
- Assisted in the development of training materials to enhance new hire onboarding and ongoing staff education.
- Collaborated cross-functionally with other departments to ensure seamless delivery of services across the organization''s offerings.
- Participated in regular meetings with team members to discuss progress, challenges, and best practices in client service management.
- Developed strong relationships with clients through exceptional communication skills and personalized service.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
Team Supervisor
JPMorgan Chase
02.2020 - 07.2022
- Facilitated strong relationships between our team and other departments leading to improved cross-functional collaboration.
- Resolved conflicts between team members diplomatically, maintaining a healthy working environment conducive to productivity.
- Evaluated team member performance regularly, providing guidance for professional growth and development.
- Collaborated with upper management to establish performance goals for the team and develop strategies for achieving them.
- Communicated policy updates and company information through team meetings, huddles and one-on-one development sessions.
- Provided ongoing coaching to enhance individual performance levels while fostering teamwork among employees.
- Implemented policies and standard operating procedures for continuous improvement.
- Created and implemented strategies for improving operational efficiency and accuracy.
Claims Specialist
JPMorgan Chase
09.2018 - 02.2020
- Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
- Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
- Developed strong working relationships with external partners such as adjusters, legal counsel, and medical professionals to facilitate efficient claim resolution processes.
- Settled complex claims fairly by applying critical thinking, negotiation skills, and detailed knowledge of insurance policies.
Client Service Advisor
JPMorgan Chase
08.2016 - 09.2018
- Enhanced customer satisfaction by consistently providing timely and accurate information on products and services.
- Assisted in training new team members, sharing best practices for delivering outstanding client service.
- Played an integral role in contributing to the overall success of the organization by consistently meeting or exceeding performance targets for client service metrics.
- Reduced client complaints by proactively addressing concerns and implementing effective solutions.
Skills
- Time management expertise
- Strong analytical skills
- Data analysis proficiency
- Complaint Handling
- Complaint resolution
- Account Management
- Staff education and training
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Time Management
- Attention to Detail
- Problem-solving abilities
- Multitasking
- Multitasking Abilities
- Calm and Professional Under Pressure
- Reliability
- Excellent Communication
- Computer Skills
- Understanding Customer Needs
- Customer service excellence
- Organizational Skills
- Relationship Building
- Microsoft Office
- Self Motivation
- Product Knowledge
- Analytical Thinking
- MS Office
- Data Management
- Process Improvement
- Project management
- Document management
- Tableau
- TSYS
Websites
Accomplishments
- Received several Customer Commendations.
- Provided a high level of customer service and client relations based on outstanding communication and interpersonal skills.
- Promptly answered telephone calls and web chats to reflect professional corporation image.
Additional Information
- Speakers of the house graduate
- Speakers of the house speech and role advisor
- Nextgen member
- Women on the move member
- Working Families Network member
- VETS member
Timeline
Client Service Analyst
JPMorgan Chase
08.2022 - Current
Team Supervisor
JPMorgan Chase
02.2020 - 07.2022
Claims Specialist
JPMorgan Chase
09.2018 - 02.2020
Client Service Advisor
JPMorgan Chase
08.2016 - 09.2018