Customer Service & Training Specialist

Jennifer Jones

Bath, PA 610-***-**** *****************@******.***

Highly energetic and motivated, results-oriented professional with over 10+ years of experience across a broad range of customer service functions. Proven track record as a team player with exceptional communication skills, coupled with the ability to excel both independently and collaboratively within dynamic work environments. Areas of expertise include:

● Customer Engagement, Product Demonstrations, Communication, Training and Development.

● Problem-Solving, Data Entry and Management, Collaboration and Adaptability. PROFESSIONAL EXPERIENCE:

Guardian Life, Bethlehem, PA November, 2024 - December, 2025 Network Specialist

● Reviewed and processed new provider applications, ensuring accuracy across multiple systems

● Maintained and updated provider records to reduce duplication and improve data integrity

● Communicated with providers and internal teams to resolve inquiries and verify information

● Generated reports and supported initiatives to improve operational efficiency Dun & Bradstreet, Center Valley, PA November, 2017 - March, 2024 Client Enrichment Coordinator May, 2020 - March, 2024 promoted to a role of autonomy, leading the way in product demonstrations across the entire suite of D&B offerings via Microsoft team meetings. Proficiently addressed customer inquiries, account requests and concerns with precision and professionalism.

● Demo new and current customers on all D&B products. Email communication to schedule demo training for new and current customers on D&B products. Conducted microsoft team and zoom training classes on all products.

● Provided professional assistance to customers. Adeptly addressing and resolving a diverse range of customer concerns, such as account issues and technical issues.

● Demonstrated fast learning capacity, flexibility, and a versatile skill set.

● Subject expert in reviewing documents and capturing tasks for training classes.

● Assisted with the Finance department on canceling and crediting accounts. Customer Service Experience Advisor November, 2017 - May 2020 Brought on board to provide comprehensive support to customers, handling new Dun and Bradstreet requests alongside adeptly resolving a wide range of customer concerns and issues.

● Assist customers with an update on Duns Report for (Retail, Compliance & ISD), SOR/SLRM, Enterprise and Govt Business Registration.

● Navigated customers through D&B products, offering expert assistance to optimize user experience.

● Assist customers in password reset in our products to enhance customer satisfaction. ● Engaged in effective email communication and spearheaded special projects. ● Utilize appropriate procedures for escalated calls and legal threats, demonstrating conflict resolution.

● Provided valuable support to customers regarding inquiries and concerns related to business credit scores and product subscriptions, cultivating strong client loyalty.

● Assist customers with questions and concerns related to their business credit scores and product subscriptions.

Jennifer Jones - Page two

Bath, PA 610-***-**** *****************@******.*** ASCAP/IQOR, Bethlehem, PA July, 2015 - May, 2017 Agent (Call Center)

● Collections on all past due accounts, Processed credit card and eCheck online payments. ● Ensure all vendors comply with Federal copyright laws, and review data for any discrepancies. ● Handle inbound and outbound customer and member calls, and negotiate payment plans and/or discounts for music licenses.

Cigna, Bethlehem PA October, 2014 - February, 2015 Data entry (Temporary)

● Heavy data entry (processed 50 applications a day), Processed life insurance disability applications

● Responsible for instructing, directing, and checking the work of lower-level staff. Aetna Insurance, Allentown PA June, 2014 - October, 2014 CSR/Call center (Contract)

● Handled changes in policy or renewal as well as inbound calls from hospitals and providers verifying medical benefits, Verified benefits and eligibility for all patients.

● Responded to client calls, Greeted customers and assisted with problems, and Forwarded client complains to the appropriate department

Catalyst-360, Bethlehem PA August, 2013 - January, 2014 Data Entry / Call Center

● Answered incoming calls and managed a high-volume workload.

● Data entry and Updated AARP accounts, Sale/AARP membership and renewal.

● Processed customers premium payments for AARP insurance.

● Provided medical claim information to providers and members

● Assisted with daily activities such as housekeeping and appointments Education:

Bachelor of Science in Information Technology: Strayer University August, 2020 - Present

● 3.4 (Up To Date)

● 20 percent left until degree.

Diploma in Office Operations: Pennsylvania School of Business Allentown August, 2011 - Feb, 2012 Technical Skills:

● Microsoft teams/zoom, MS Word 2010/ Excel/ Microsoft Outlook/ Outlook calendar scheduling, Avaya, 35 WPM/ 40plus WPM, Excel/ Powerpoint.

● Data Entry, Sales force, GitHub, Social Media, Online Research

● Medical terminology, Rumba. Strong Customer service skills, working autonomy, organizational skills and Training skills

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