JENNIFER SIEWERTSEN

**** ********* ***, *** *****, NV 89120 C: 725-***-****

acxr1n@r.postjobfree.com

Career Overview

Highly enthusiastic professional with 22 years client interface experience. Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success. Dedicated motivated to maintain customer satisfaction and contribute to company success. Resourceful Customer Service Representative who consistently meets and exceeds productivity goals. Maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer loyalty. Versed in customer support in high call volume environments. Superior computer skills and telephone etiquette.

Core Strengths

Strong organizational skills Active listening skills Seasoned in conflict resolution Sharp problem solver Courteous demeanor Energetic work attitude Telephone inquiries specialist Customer service expert Telephone Skills Active listening Computer Proficiency Typing Creative problem solving Critical thinking Internet research Filing Microsoft Excel Microsoft Outlook Microsoft PowerPoint Organizational Skills

Prioritization Research Telecommunication skills Adaptive team player High customer service standards Strong problem solving ability Troubleshooting skills Accomplishments Customer Assistance Worked with company systems such as web support and diligently completed all assigned tasks, working overtime as needed. Customer Service Researched, calmed and rapidly resolved client conflicts Promoted to E-mail customer service Assisted with making training documents Computed Data Reports Provided a weekly report listing client tracking Customer Interface Assisted customers over the phone regarding web site assistance and over all plan assistance Work Experience

April 11,2016 to present American Homes 4 Rent, Las Vegas, Nevada Call Center Maintenance Coordinator Lead

Oversee 25 Maintenance Coordinators Handle escalated calls, Dispatch maintenance requests on behalf of tenants to licensed vendors .Review vendor estimates to see if the align with our pricing guidelines, Review and approve work orders for repairs that do not exceed $1200,Provide coaching and assistance to Maintenance Coordinators when in need,Manage completion of work order repairs by following up with tenants and or vendors, Provide feedback to managers regarding Maintenance Coordinators performance,Assist management with special projects, special tasks and emergency work orders,Responsible for delegating workload and or projects to Maintenance Coordinator,HVAC certified (AH4R only) I learned all the parts of an HVAC system and how to read estimates from licensed contractors.

April 27,2015 to April 10,2016 American Homes 4 Rent, Las Vegas, Nevada Call Center Maintenance Coordinator/Customer Service Representative

Handle calls from tenants and vendors in a high volume call center,Handle escalated calls from tenants and or vendors,Dispatch maintenance requests to licensed vendor to assess necessary repairs,Review vendor estimates, negotiate pricing to align with pricing guidelines. Approve work orders for repairs up to $600.Follow up with tenants and or vendors for completion of repairs. Provide feedback to management when issues arise with vendors and or tenants,assist management with special projects, special tasks and emergency work orders,provide assistance to peers when in need of assistants Express Scripts 6225 Annie Oakley Las Vegas, NV 89120 Email Patient Care Advocate 04/17/200 – 07/29/2014 Promptly responded to general inquiries from members, staff, and customers via e-mail and telephone. Resolved product/policy issues and shared benefits of new technology. Guaranteed positive customer experiences and resolved all customer complaints. Kept abreast of rapidly evolving technology. Made reasonable procedure exceptions to accommodate unusual customer requests. Provided accurate and appropriate information in response to customer inquiries. Addressed customer service inquiries in a timely and accurate fashion. Developed effective relationships with all call center departments through clear communication. Worked with upper management to ensure appropriate changes were made to improve customer satisfaction. Assisted in creating detailed product website Provided cross training to 40 + staff members on web support Assisted with the development of the call center's operations, quality and training processes. Properly directed inbound calls in phone queues to improve call flow.

Patient Care Advocate April 2000 – September 2005

Answer the incoming phone inquiries from members ranging from medication coverage and pricing, explain plan details, benefits of using Medco/Express Scripts, place prescription orders and support for website questions. Protect the Individual Health Information of members by ensuring that the member's information and the information of any covered dependents are protected under federal HIPPA Privacy standards and Express Scripts Standard Operating Procedure Jackson National Life Insurance Co Torrance California Brokerage Assistant September 1989 – June 1992

Personal assistant to 3 brokerage managers. Answered multiple phone lines including the Managers personal phone line. Assisted with giving leads to out side life insurance brokers. Handled all correspondence for my manager. I assisted the president of the company when his assistant was out of the office. Customer Service August 1988 – September 1989 Took incoming calls from outside life insurance brokers. Assisted with quotes for life insurance for their customers. Educational Background

High School Diploma West High School Torrance Ca.