Customer Service Human Resources

Jennifer Brown

**** ********* ***** #*** | Olmsted Falls, OH 44138 | 312-***-**** | ***********@*****.***

Profile

I am a personable business professional with multiple levels of experience in corporate settings. I

have a talent for quickly mastering technology, new skills, and concepts. I pursue diplomatic and

t actful relationships with professionals on all levels. I am accustomed to handling sensitive and

confidential records.

I am flexible, versatile, and able to produce results under pressure. I keep a poised and competent

a ttitude, with demonstrated abilities to easily transcend personal differences; very adaptable. I

t hrive in deadline-driven environments; and have excellent team-building skills. I have achieved

m uch success with my ability to create and my tenacity to achieve results.

Skills Profile

- Proven record of concierge customer service

- Genuine leader of 22 direct reports

- Human Resources; with a focus on improving employee morale

- Project Management; developing new processes for customer service and claims

- Report Preparation

- Training and Development of new and existing employees

- Business Operations

Employment H istory

Senior Operations Business Partner, FIDC 4/1/2009 11/15/2012

Chicago, I L

- Managed day to day activities and functionalities of Customer Service, Billing, Sales, and Training

departments

- Mentored, coached, and shape future leaders

- Prepared monthly and annual budgets for all departments

- Establish and build relationships with new and existing clients

- Managed mul tiple cross-departmental projects

- In terviewed/Hired new employees

- Payroll of the departments

- Maintained confidential employee records; including supervisors in the departments

- Gained t rusting and in fluential relationships with my employees

- Decreased Customer Service and Sales cost in one year

- Drafted team documents

- Lead team meetings; focusing on team building skills

Client Service Specialist, Dental Network of America 8/14/2007 10/31/2011

Belleville, I L

- Managed accounts of large clients

- Provided concierge service to customers

- Handled and resolved escalated customer service issues

- Authored professional correspondence in response to customer relations issues

- Managed and oversaw investigations regarding customer complaints

- Performed audits on customer service calls

- Rectified all client issues

- Managed call forecasting

L ead Trainer, Dental Network of America 8/14/2007 10/31/2011

Belleville, I L & Amarillo, TX

- Built and developed a highly accepted t raining program using adult learning methods

- Managed projects regarding change management for new and existing employees

- Created position specific process maps for company wide use (Customer Service and Claim

H andling Process Maps)

- Trained new and existing employees; Customer Service and Claim Handling

- Traveled up to 75% of the time to t rain between two offices

Claim & Customer Service Specialist, Dental Network of America 8/14/2007 10/31/2011

Belleville, I L

- Performed inbound and outbound customer service duties

- Processed dental & medical claims

- Handled escalated claim issues

- Worked between multiple departments to handle customer issues

- Team lead; supervised employees in my department

- Point of contact for customer service and claim issues

Education

- Columbia College, Accounting and Business Management, 2011 - Current

A ffiliations

- National Association of Professional Women, Member, 2012 – Current

Technology Skills

- Microsoft Word

- Microsoft PowerPoint

- Microsoft Excel

- Microsoft Access

- Microsoft Visio

- Outlook

- Experience with AS-400 systems

- CRM database management

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