Remote Provider Experience Specialist

Jennifer Roberts

Remote Provider Experience Specialist

480-***-**** text communication preferred *********************@*****.*** 6353 E Avalon St. #3 Mesa, AZ 85205 Remote Only

SUMMARY

Experienced administrative and customer support expert with a deep understanding of sales and technical troubleshooting. Skilled in managing virtual board meetings, payroll processing, and coordinating schedules. Track record of optimizing repair processes, enhancing team performance, and maintaining high customer satisfaction.

EXPERIENCE

Softlines Floor Team Target

1993 — 1995

Portage,MI, United States

Office Manager

Infiniti Marketing

1995 — 1998

Kalamazoo, MI and Tempe,AZ, United States

Managed daily, weekly, and monthly sales reporting process for a team of 40 sales and marketing representatives, ensuring accurate data tracking and analysis to drive performance improvement. Compiled and organized the data into comprehensive reports for the virtual assistant's review, streamlining decision-making processes.

Level III Computer Technician and Team Manager 1998 — 1999

MCI Chandler,AZ, United States

Provided advanced technical support to a portfolio of Hewlett Packard and Iomega clients, addressing and resolving complex issues on average within 24 hours, ensuring customer satisfaction and retention.

Supervised and provided training to a team of lower-tier technicians, overseeing their performance improvements resulting in a 20% decrease in escalations from customers' inquiries.

Coordinated onsite technician schedules efficiently resulting in an optimized repair process that reduced turnaround time by 30%, enhancing overall customer service experience.

Office Manager 1999 — 2000

Golden Triangle Waste Management Westpoint, MS, United States

Coordinated virtual board meetings and maintained schedule, increasing efficiency by 20%.

Processed semi-monthly payroll for company staff using online systems, ensuring accurate and timely payments. Provided comprehensive clerical support including email management, document organization and data entry for Director’s projects.

Branch Manager 2000 — 2004

Enterprise Rent A Car El Centro, CA and Grandville, MI, United States

Managed a team of 3 Customer Service Reps and 2 Maintenance Reps, overseeing their performance evaluations, implementing appropriate disciplinary measures, and ensuring that they consistently achieved or exceeded individual and team productivity targets.

Managed accounts receivable, payable processes, and collection activities for a distributed branch network.

Sales Rep and Team Supervisor 2004 — 2005

Forte Advertising Grand Rapids, MI and North Beach, FL, United States

Implemented sales and marketing strategies, generating an average of 15 daily leads, leveraging social media and email campaigns to expand client base.

Facilitated virtual motivational meetings, delivering daily presentations focused on enhancing team performance and achieving weekly targets

Managed inventory remotely by utilizing tracking software, maintaining accurate records and generating weekly reports on stock levels and trends

Technical Support Rep 2005

Convergys Toledo, OH, United States

Managed incoming technical support calls for Comcast cable modem customers, ensuring prompt resolution of issues and maintaining a high customer satisfaction rate of 95%.

Implemented troubleshooting techniques to resolve technical issues for Comcast cable modem customers, resulting in a 20% reduction in average call handling time.

Documented customer interactions and technical solutions in the CRM system, contributing to a comprehensive knowledge base that improved overall team efficiency by 15%.

Property Manager 2008 — 2010

Andover Apartments Toledo, OH, United States

Oversaw the management of a 194 unit apartment complex, including administrative responsibilities such as payroll, sales and revenue reporting on a daily, weekly, and monthly basis

Executed eviction notices and managed proceedings according to legal protocols

Developed comprehensive marketing plans and executed advertising strategies resulting in an increase in resident retention by 15% alongside efficient move-in processes

Collections Rep 2010 — 2013

UCB Toledo, OH, United States

Managed inbound and outbound calls for collection of past due accounts, resulting in 90% successful recovery rate

Utilized effective communication skills to engage with Verizon customers regarding outstanding payments, leading to a 95% issue resolution rate

Implemented strategies for timely follow-up on delinquent accounts through phone calls, resulting in an average of 50 successful payment arrangements per week

Customer Service Rep 2013 — 2023

Arise Virtual Solutions Home-Remote, United States

Managed customer inquiries and concerns for contracts with Apple, Carnival Cruise Lines, TurboTax, Princess Cruise

Lines, Staples, and Diamond Resorts as an independent contractor customer service representative

Supported clients from diverse industries including technology (Apple), travel (Carnival & Princess Cruise Lines), finance (TurboTax), retail (Staples), and hospitality (Diamond Resorts) as an independent contractor customer service representative

SKILLS

Administrative Microsoft Office, Google Docs, Multi-line Phones, ChatGPT, Windows and Apple PC,s

Management Extensive Office and Team Management Skills

Specialty Graphic Design & Image Editing (Canva, Adobe Suite) Video Editing (CapCut)

EDUCATION

Portage Central High School (GPA 3.0) Focus – General Portage, MI United States

University of Advancing Computer Tech (GPA 3.7) Focus – Digital Animation & Graphic Design Tempe, AZ United States

Stautzenberger College (GPA 4.0) Focus - Massage Therapy Toledo, OH United States

University of Toledo (GPA: 3.8) Focus of Study - Biology and Chemistry Toledo, OH, United States

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