Jillian Munz

Regrettably, the position was eliminated as part of a company-wide restructuring initiative aimed at optimizing operational efficiency and adapting to evolving business needs. This decision, made in September 2023, was in response to market changes and needs. Clearcover made the decision to reduce their workforce by 28%. However, in my time at Clearcover, I did take part in the follow tasks:

• Tracked and analyzed reports to determine needed improvements.
• Collected, arranged, and input information into database system.
• Developed and updated tracking spreadsheets using Pipeline
• Onboarded agents into agent portal.

• Oversaw customer satisfaction in all core areas: claims, customer service, billing & enrollment, and retention.
• Real-time correction and updating of WPS systems for current WPS Medicare Supplement members.
• Maintained detailed records of customer interactions, including inquiries, complaints, and resolutions.
• Evaluated customer needs and feedback to drive product and service improvements.
• Resolved service or billing complaints by performing activities such as refunding money or adjusting bills.
• Referred unresolved customer grievances to designated departments for further investigation.
• Facilitated the resolution of processing work for all departments in Customer Support.
• Obtained and analyzed information to determine appropriate action required for effective responses to inquiries.
• Processed applications for new members.
• Conducted outbound calls during renewal periods with a goal of 50 calls per period.
• Ranked in the top 3 for retention during outbound calls for the last 3 years.
• Reviewed daily inventory to ensure daily goals were met.
• Assumed a leadership role by leading meetings within the department.
• Actively sought opportunities to cross-sell additional products to existing customers.
• Spent a 6-month period as a Team Lead, setting daily tasks for the team, attending meetings with supervisory staff, and serving as the contact person for other customer support liaisons.
• Investigated escalated liaison issues and implemented appropriate tactics for swift resolution.
• Led the online Chat Team, responding to daily chats from customers on the WPS website, attending meetings to improve chat processes, and providing valuable feedback to enhance the customer experience.
• Served as the direct contact person for an outside agency (Informed Choice) since March 2020, fulfilling all requests from agents promptly to support and maintain a positive working relationship.

• Responsible for care of children ages 6 weeks to 6 years
• Responsible for daily activities to help children with social, emotional, and physical development
• Created monthly lessons plans to fit individual child needs
• Displayed multi-tasking skills while caring for 4 to 10 children at one time
• Kept track of children’s daily accomplishments via anecdotal notes and entering them into WMELS
• Offered administrative and clerical support to Administrative Assistant
• Created reports from WMELS for conferences
• Developed and deployed employee schedule as needed
• Trained new employees
• Participated in 25 hours of yearly continuing education
• Kept students on-task with proactive behavior modification and positive reinforcement strategies.

• Kept record of children's growth, development, and behavior
• Responsible for preparing play and learning materials to setup children's environment
• Prepared for NAEYC accreditation.