Customer Service Call Center

Jennifer Siewertsen

*************@*****.*** Las Vegas, NV, 725-***-****

WORK HISTORY

Digital Customer Service

ProCaps Labs January 2018 - February 2024 (6.5 Years)

• Self motivated and team-oriented professional thriving in fast paced environments

• Handled customer interactions via chats, emails, and overflow service calls (Inbound and Outbound)

• Delivered top-tier customer service and sales support maintaining thigh satisfaction levels

• Exercised sound judgment and decision making in structured environments

• Resolved inquiries with tact, diplomacy, and patience

• Promoted products effectively by applying deep knowledge of the company and its offerings

• Educated cutomers on product usage and benefits

• Maintained high call volumes and prioritized follow-up through written correspondent

• Processed customer document request efficiently

• Completed additional responsibilities as assigned

• Communicated clearly and professionally via phone to ensure exceptional service

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Client Support Specialist at Prism Medical Products, LLC June 2017 - January 2018 (1 Year)

• Delivered exceptional service to patients, healthcare providers, and industry7 partners

• Accurately processed patient orders and completed supply assessments

• Interpreted clinical requests and followed protocol for order processing

• Collaborated with teams to meet client needs and uphold commitments

• Communicated effectively with patients,clinicians, referral sources and team members Call Center Maintenance Coordinator Lead Representative American Homes 4 Rent

April 2015 - March 2017 (2.5 Years)

Lead Responsibilities

• Supervised a team of 25maintenace coordinators

• Handled and resolved escalated calls from tenants and vendors

• Dispatched maintenance requests to licensed vendors n behalf of tenants

• Reviewed and approved vendor estimates and work orders (up to $1,200)

• Ensured vendor pricing aligned with company guidelines

• Provided coaching and guidance to maintenance coordinators as needed

• Tracked and ensured timely completion of repairs by following up with tenants and vendors Additional Responsibilities

• Provided performance feed back to management on Maintenance Coordinators

• Assisted with special projects,tasks, and emergency work orders

• Organized, delegated, and managed workload and projects for the team

• Maintained high call volume support environment, addressing tenant/vendor inquiries

• Reviewed vendor estimates and negotiated pricing

• Approved work order for repairs up to $600

• Followed up with vendors and tenants to confirm repair completion

• Supported team members and management during clinical or high-volume periods Call Center Patient Care Advocate /Customer Service Representative Medco Express Scripts

April 2000 - July 2014 (14.5 Years)

• Provided phone and email-based support as a patient advocate in a high-volume call center

• Fulfilled prescription refills and processed orders accurately and efficiently

• Researched and resolved complex account issue to insure member satisfaction

• Completed training in HIPPA compliance and adhered to Federal and State laws

• Managed account assignments to secure prompt payment freom members as needed

• Handled high volumes of inbound calls and emails to troubleshoot and resolve issues

• Composed and responded to email inquiries daily

• Provided performance feedback to managers

• Supported internal departments and acted as a liaison between employees and union

• Collaborated cross-functionally with various departments to troubleshoot and resolve service issues

• Conducted cross training for 40+ employees to ensure team efficiency

• Facilitated weekly reports on client tracking and customer engagement

• Guided members through prescription planed and responded to benefit inquiries

• Assigned in developing standard operating procedures (SOPs) and interdepartmental documentation

• Identified and resolved product and policy issues

• Partnered with upper management to implement service improvement initiatives EDUCATION

West High School - High School diploma Graduated 1987 LANGUAGES

English, Advance

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