JVH

JANNELLE VAN HEYNINGEN

SUCCESS MANAGER

OBJECTIVE

EXPERIENCE

Very passionate and driven with 15 years of experience in diverse settings. Skilled in problem solving escalated client issues and employee internal cases with great attention in delivering the best solution. Knowledge of resources/methods for trustful and respectful client relationship development. Known for providing generous and selfless support to clients, customers, employees, and stakeholders. Believer of change where and when needed.

CLIENT SUCCESS SPECIALIST • PROMETRIC • DEC 2019 • CURRENT

The Client Success Specialist works under the direction of Client Success leadership to manage all aspects of operational, technical, and financial performance for a strategic global testing program, including ensuring delivery of contracted services, attainment and communication of service level compliance, and financial performance. The CSS is responsible for overall customer satisfaction, success, retention, and growth. Build trusted advisor relationships at multiple levels across the customer organization. Identify any risk and work proactively to eliminate that risk and escalate to management when needed. The CSS collaborates with multiple business units within Prometric to provide program support. The CSS will also identify opportunities to improve service quality, reduce operating expense, and increase revenue streams within the portfolio through client discovery, development of a value proposition, articulation of solution benefits and client negotiation. The CSS should be skilled in project management tools and techniques and capable of leading global cross-functional teams to accomplish various client objectives. Nationwide travel to test centers when needed to assist with staffing and testing administration of candidates.

TESTING ACCOMMODATIONS ADVOCATE • PROMETRIC • MAR 2018 • DEC 2019

Assist candidates in the US and Canada via telephone, electronic and postal mail with ADA (Americans with Disabilities Act) accommodations with their certification/testing process from registration through exam delivery. Communicate with candidates, clients, leadership, and fellow employees with a high degree of quality and accuracy to provide advocate support. Meet or exceed management goals for service levels, metric KPIs, and quality assurance/task quality. Place orders for service personnel, equipment and software when needed for testing candidates. Process and approve ADA applications for candidates taking certification exams. Processing credit card payments when needed. Answering Helpline or technical calls when issues arise at testing centers. Attend and complete all required training.

CUSTOMER SERVICE REPRESENTATIVE • SYMPHONY PLACEMENTS INC • DEC 2017 • MAR 2018

Providing excellent customer service to consumers in the state of Maryland seeking healthcare coverage from a Qualified Health Plan and Medical Assistance (Medicaid) through the Maryland Health Connection. Processing request for escalations to assist with enrollments. Meeting and maintaining weekly quotas, completing online training, attending team meeting, and following company policies.

CORRESPONDENCE CLERK • CAREFIRST (ADECCO) • MAY 2016 • OCT 2017

Support the CD correspondence team by printing, sorting, labeling, and mailing member/ provider letters. Electronically submitting provider and member mailed correspondence letters, logging ACS attachments electronically. Accessing multiple software applications to create unworked and appeal provider/ member cases. Researching using different applications to process return correspondence letters, receive, and email all claim transfers request submitted by CSR and submitting end of the day spreadsheets to manager of all tasks completed. Assist in Cross training of co -workers and participating in the implementation of Quality Assurance/ in Clerical Team. All these duties are performed daily while abiding by all Care First policies and HIPAA guidelines.

OFFICE MANAGER • INSIGHTFUL LIFE THERAPEUTIC SERVICES LLC • AUG 2014 • NOV 2015

Management, Personnel, Product, Risk, Property, Supply and Business Development (networking with different agencies and programs building a community resource base. Other duties include hold basic understanding of alcohol/drug abuse and addiction, participate in and/or help perform, schedule, or attend monthly in-service trainings, interviewing potential candidates for employment, help ensure the agency meets all accreditation standards and complete assigned activities to meet this. Scheduling patient appointments with Physician and conducting follow-ups for medication management education. Submitting psychiatric rehabilitation referrals and plans electronically for

approval monthly. Interacting with patients and assessing their needs, accompanying Rehabilitation Coordinators in the field on home visits. Maintain the highest level of confidentiality and appropriate boundaries with patients and ensure all documentation is entered in a timely manner.

BAR MANAGER • THREE ROADS LIQUORS & BAR • AUG 2012 • MAY 2014

Supervising and performing the daily opening and closing duties such making weekly cash and checks deposits, operating cash register, managing lotto machine, check cashing, cooking, purchasing, inventory, stocking, bookkeeping, interviewing, scheduling, employee reviews and addressing employee issues. To increase profits and patronage, organized events,

advertisement, implemented food menu, and practiced overall great customer service.

ASSISTANT MANAGER • NGT ENTERPRISES • APR 2007 • JUNE 2012

Provided leadership and direction for employees, supervising activities to drive productivity and efficiency. Participated contract bidding and any other duties needed for management of all employees and the development & maintenance of business relationships.

BUSINESS BILLING & RETENTION SPECIALIST • CHARTER COMMUNICATIONS • AUG 2008 • SEPT 2011

Maximizing retention opportunities by responding to business disconnect and downgrade requests. Troubleshoot data/ telephone issues, handling billing disputes, service complaints, and scheduling same day in field technicians to business locations to resolve communication issues. Processing of contracts, orders, and payments and updating accounts

accurately. Attending all required training and meeting monthly and quarterly quotas. Participating in special projects supporting wireless customers and volunteering to complete software updates, running macros etc.,

SKILLS

EDUCATION

Traveling locally and nationwide for home visits, field work etc.

Client advocacy, Liaison

Program & strategy implementation, creative & detail oriented

Leadership, case management with prioritization and organization

Excellent oral and written communication

Training, Coaching and Counseling

Interviewing & Administrative Support

Excellent interpersonal & relationship building qualities.

Quality assurance & Control and RCA

Computer proficiency in MS Office, Outlook, Salesforce, Tableau, etc.…

BA EARLY CHILDHOOD EDUCATION • DEC 1999 • CLARK ATLANTA UNIVERSITY

MS HUMAN RESOURCES MANAGEMENT & DEVELOPMENT • OCT 2021 • UNIVERSITY OF MARYLAND GLOBAL CAMPUS

Certified Scrum Master, CSM Scrum Alliance 3/27/2023 ID 1759922

Certified Scrum Product Owner, CSPO Scrum Alliance 4/30/2023 ID 1777179

adyi3w@r.postjobfree.com

301-***-****

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