Remote Document Specialist - Customer & Data Accuracy
Resume:
Jennifer Schwanbeck
Ocala, FL *****
***********@*******.***
QUALIFICATIONS
• Twelve years of customer service experience, nine years of Veteran focus, with an emphasis on building positive customer relationships
• Three years of management experience with a strong understanding of inventory control, financial oversight, and cost management
• Strong multitasking and organizational skills with the ability to prioritize responsibilities
• Detail-oriented with a high degree of accuracy
• Excellent verbal and written communication skills with strong interpersonal skills
• Proven ability to work effectively both independently and collaboratively in a team environment
• Proficient in Microsoft Office Suite and Teams
• Experienced in data entry, focusing on accuracy and efficiency EDUCATION
Globe University, La Crosse, Wisconsin
• Masters of Science in Business Administration March 2014
• Major: Human Resources
• Bachelors of Science in Business Management December 2011
• Major: Business Administration
Western Technical College, La Crosse, Wisconsin
• Associates of Applied Science in Business Management. May 2010
• Graduated with Honors
EXPERIENCE
Sr Account Manager Support Specialist, United Health/Optum Serve June 2019 - May 2026
• Collaborated daily with the Account Manager to ensure timely and accurate order completion
• Communicated order issues to leadership and the Account Manager for prompt resolution
• Identified issues impacting contract key performance indicators (KPIs) and assisted in implementing solutions to ensure compliance with contractual requirements and guidelines
• Served as a liaison between the account manager and operational departments, establishing effective communication and workflow efficiency
• Maintained a strong understanding of Veterans Affairs processes and applied this knowledge with daily task management
• Mentored Junior Account Manager Support Specialists to enhance skills, knowledge, and performance
• Performed new hire audits and provided constructive feedback to support employee development
Medical Service Coordinator, Logistics Health INC. February 2017 - June 2019
• Scheduled a variety of medical exams while coordinating customer availability, provider capacity, and contractual guidelines
• Assisted Veterans and Railroad employees by addressing questions and concerns, and provided accurate, timely support
• Monitored service levels and queue status to ensure contractual requirements and key performance indicators (KPIs) were regularly met
• Adjusted processes and workflows to manage efficiency and achieve performance goals.
• Maintained strict compliance with HIPAA regulations to protect the security and confidentiality of sensitive patient information
Assistant Manager, A Plus Merchandise/Einstein Wireless July 2006 - February 2009
• Assisted with bookkeeping activities to ensure accurate financial records to support daily business operations
• Answered customer calls and processed cash transactions accurately while providing exceptional customer service
• Addressed customer inquiries related to billing, product, and troubleshooting to ensure effective and timely resolution
• Sold and activated cell phones, maintained inventory, and ordered products to support customer demand and operational needs
• Built strong customer relationships through knowledgeable service and personalized solutions
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