Customer Service Manager

Jennifer Estep Beahan

**********@***.*** **** *th Way SE Olympia WA 98513 Cell: 818-***-****

CUSTOMER CENTERED PROBLEM SOLVER COMPASSIONATE

Helping and supporting others is my passion. Over 20 years of experience in service industries resulting in the ability to adapt quickly, identify and solve problems, understand problems that arise from cultural and income differences, excellent organizational skills, scheduling, and people skills with a strong sense of urgency, accountability and achieving measurable results.

EXPERIENCE

CONDUENT - April 2017 - Current

Lacey, WA

Customer Service Representative

Provide Customer Service and problem solving for a National Wireless Phone Company in a call center.

Trouble shooting device issues.

Clarify billing and services.

Assist customers with purchasing equipment.

Walk through service changes.

INTUITIVE BOOKKEEPING SERVICES - September 2016 – October 2017

Olympia, WA

Owner, CEO

As the owner and operator of Intuitive Bookkeeping Services not only did I need to accomplish the daily work but I needed to keep myself organized and on time. I was a one man show and without any support I had to adapt to completing all these tasks myself.

Coordinating the work flow, which included creating and sending meeting confirmations, reserving appropriate resources, setting agendas, copying materials, coordinating with meeting organizer, and ensuring meetings didn’t conflict.

File and retrieve organizational documents.

General clerical duties.

Provide administrative support to myself, coordinate office operations, and manage my calendar.

GUIDANCE STAFFING SERVICES – September 2015 – September 2016 Olympia, WA

Temporary Assignment – Washington Health Benefit Exchange

Enrollment and Operations Analyst daily duties involved analyzation of applications through the Washington Healthplanfinder, problem solving, and working closely with other departments such as IT to complete data fixes or discrepancies in the systems. Worked daily worked with customers and carriers to correct and secure enrollment, eligibility requirements and client specific challenges blocking enrollment and /or access to benefit coverage. This was a three month temp assignment which was extended multiple times.

Provide legendary customer service to clients when calling in, this required a professional tone, and ability to maintain a respectful attitude regardless of the client’s attitude towards the situation.

Independently analyzed applications to determine initial and/or ongoing eligibility issues.

Assisted clients with specific enrollment and eligibility issues due to Healthplanfinder errors.

Resolve difficult client situations (Healthplanfinder errors and data error included).

Above and beyond customer service making sure each client had the necessary information to seek the coverage and assistance required.

Maintained compliance with HIPPA rules while working with providers to solve client issues.

APARTMENT OWNERS ASSOCIATION OF CALIFORNIA – April 2012 – May 2015

Los Angeles, CA

Manager

As the manager of AOA I was responsible for the day to day operations of the corporate office and six satellite branches located throughout California. Responsibilities included for all aspects of monthly seminars for the company’s members each month in seven different locations and managing two industry trade shows per year.

Coordinated office workflow and support to Director of Business Development.

Scheduled and coordinating monthly events and bi-annual tradeshows.

Responsible for schedules and meeting deadlines.

Booking Venues and travel arrangements.

Developed training programs specific to the identified strengths and weakness of the employee(s).

Achieve increase membership retention due to staff training & development.

Responsible for maintaining company's regulation compliance.

Responsible for the company’s human resources in partnership with ADP.

SKILLS AND COMPETENCIES

New Employee Orientation Staff Recruitment & Development Benefit Orientation Coordinator Skills

Building Referral Networks Scheduling Time Management Sales

Problem Solving and Conflict Resolution Excellent People Skills

Proficient in Excel, Word, Outlook 45 GWPM

CERTIFICATES AND ACKNOWELDGEMENTS

Certified AIDS Outreach Educator Certified Domestic Violence Counselor

L.A.P.D. Certificate of Appreciation Employee of the Quarter, US Western Region

ACCOMPLISHMENTS

NSI – Took a supplement staffing branch office from losing money to the company’s number one acute care staffing branch in less than a years’ time. Three of my staffers were promoted to other branches and I receive three promotions including having my own branch office.

Olsten Temporary Services – Took a startup branch from less than 500 hours a week to over 5,000 hours a week within one years’ time, by aggressive recruitment and sense of urgency.

ACRC - Wrote the AIDS Health Care Program for the country of Burundi and was a consultant to that Country’s Minister of AIDS.

Contact this candidate