Jory Swender
Mesa,AZ
Summary
Qualified Customer Service Rep with 14 years in fast-paced customer service and call center environments. Personable and professional under pressure. Call Center Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette.
Self-motivated Data Analyst offering several years of leadership experience across various industries. Methodical with significant experience in data mining and statistical analysis. Excellent problem-solver with history automating processes and driving operational enhancements.
Overview
14
14
years of professional experience
Work History
Data Analyst
EPIQ SYSTEMS
Beaverton
03.2016 - 10.2016
- Keyed class action lawsuits from handle written claim forms from clients into electronic forms
- After 2 weeks, due to my accuracy I became a verifier and then verified the other employee's accuracy on their already keyed claims
- Helped manage in Document control
- Handled incoming mail on high priority cases because of my organization
- Entered numerical data into databases in a timely and accurate manner
- Scanned documentation and entered it into the database
- Obtained scanned records and uploaded them into the database
- Added new material to file records and created new records
Military Service Rep
UNITED HEALTHCARE MILITARY AND VETERANS
Phoenix
08.2013 - 02.2015
- Handled inbound calls from providers and beneficiaries
- Checked status of referrals and prior authorizations
- Took payments and explained premiums and how deductibles and cost shares worked
- Reviewed and explained claim status to beneficiaries
- Managed high call volume with tact and professionalism
Billing Rep inbound CSR
CHARTER COMMUNICATIONS
Vancouver
06.2011 - 08.2012
- Handled all inbound billing calls from charter customers
- Handle credits as needed
- Added services and remove services when needed
Personal Banker
USBANK
Portland
08.2009 - 08.2010
- Took inbound calls from all US bank customers
- Walked customers through overdraft fees and how to avoid them
- Refunded fees as company deemed necessary
- Filed regulation disputes on certain cases worked with fraud on dispute claims
Customer Service Rep inbound CSR
ACS
Portland
06.2009 - 08.2009
- Took inbound calls from Sprint customer
- Took payments and applied credits to accounts
- Handled all level 1 technical support
Retention Rep
AFFINITAS
Mesa
01.2009 - 06.2009
- Handled inbound calls from RCN cable/data/phone customers
- Bundled customer packages to keep the customer with the company
- Took payments and gave out refund when needed
Customer Service Supervisor
SHOPKO
Neenah
08.2008 - 12.2008
- Handled all aspects of the front end of the store
- Maintained cash drawers daily
- Trained new/old cashiers
- Handled all types of customers
- Cross-trained and backed up other customer service managers
- Solved unresolved customer issues
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals
Disney Cast member
ALTA RESOURCES
Neenah
01.2008 - 06.2008
- Provided excellent customer service
- Handled all inbound aspects of calls
- Handled offline aspects of the call center
- Placed and tracked orders
- Met or exceeded service and quality standards every review period
- Gathered and verified all required customer information for tracking purposes
Security Officer
TRANSPORTATION SECURITY ADMINISTRATION
Kahului
05.2007 - 12.2007
- Assisted passengers in getting their baggage onto the plane
- Checked baggage for prohibited items
- Ran the x-ray machine
- Advised security team and conducted investigations of significant threats and the loss or misappropriation of assets
- Analyzed and investigated all incidents alongside functional management and security supervisors
Travel Planner
NORWEGIAN CRUISE LINE
Mesa
08.2006 - 04.2007
- Assisted travel agents with booking cruises
- Received quality awards for stats
- Valedictorian of training class
- Provided customer service to direct guests and Travel Agents
Retail Sales
GI JOES
Mount Vernon
10.2005 - 08.2006
- Monitored and controlled inventory to minimize company loss
- Employee of the month for the month of May
- Worked in conjunction with other outlets to provide customers with exact product they requests
- Consistently hit and exceeded sales goals by 20%
Medical Records Clerk
PROFESSIONAL HOMECARE SERVICES
Phoenix
02.2005 - 10.2005
- Provided hospitals with medical charts
- Translated all medical requests
- Answered a multi-line phone
- Organized files and transcriptions
- Received and processed medical records requests
- Audited records for accuracy
Operator
InfoNXX
Tucson
04.2004 - 02.2005
- Handled over 1500 inbound calls a day
- Handled all aspects of directory assistance
- Received quality awards for speed of service and great customer service
Front Office Assistant
H&R BLOCK
Tucson
01.2004 - 04.2004
- Coordinated and scheduled appointments for new clients
- Handled all cash and credit transactions
- Filed and organized previous clients prior tax returns
- Ordered and distributed office supplies while adhering to a fixed office budget
- Directed guests and routed deliveries and courier services
- Answered and managed incoming and outgoing calls while recording accurate messages
Cashier
DAIRY QUEEN
Neenah
09.2002 - 10.2003
- Provided excellent customer service
- Handled all cash and credit transactions
- Controlled and monitored inventory weekly
- Greeted customers entering the store to ascertain what each customer wanted or needed
- Assisted customers with food selection, inquiries and order customization requests
Education
Associate of Arts - General Studies
Eastern Arizona College
Thatcher, AZ10.2005
High School Diploma -
Menasha High School
Menasha, WI06-2002
Skills
- Exceptional communication skills
- MS Windows proficient
- Quick learner
- Strong client relations
- Credit card processing
- Multi-line phone talent
- Local/state health laws knowledge
- Proficient in cash management
- Data analysis
- Attention to detail
- Data entry
- Document management
- Multitasking and organization
- Error identification
- Data transcription
- Time management
- Document preparation
- Keyboarding speed
- Mail handling
- Numerical data entry
- Maintains confidentiality
- Professional and mature
- Independent worker
- Record keeping
- Microsoft Word
- Work prioritization
- Office administration
- Data processing
- Word processing
- Data accuracy
- Filing and data archiving
Timeline
Data Analyst
EPIQ SYSTEMS
03.2016 - 10.2016
Military Service Rep
UNITED HEALTHCARE MILITARY AND VETERANS
08.2013 - 02.2015
Billing Rep inbound CSR
CHARTER COMMUNICATIONS
06.2011 - 08.2012
Personal Banker
USBANK
08.2009 - 08.2010
Customer Service Rep inbound CSR
ACS
06.2009 - 08.2009
Retention Rep
AFFINITAS
01.2009 - 06.2009
Customer Service Supervisor
SHOPKO
08.2008 - 12.2008
Disney Cast member
ALTA RESOURCES
01.2008 - 06.2008
Security Officer
TRANSPORTATION SECURITY ADMINISTRATION
05.2007 - 12.2007
Travel Planner
NORWEGIAN CRUISE LINE
08.2006 - 04.2007
Retail Sales
GI JOES
10.2005 - 08.2006
Medical Records Clerk
PROFESSIONAL HOMECARE SERVICES
02.2005 - 10.2005
Operator
InfoNXX
04.2004 - 02.2005
Front Office Assistant
H&R BLOCK
01.2004 - 04.2004
Cashier
DAIRY QUEEN
09.2002 - 10.2003
Associate of Arts - General Studies
Eastern Arizona College
High School Diploma -
Menasha High School
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