Colorado Network Staffing
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Customer Services
Job Title
Customer Service-Denver Water
City
Westminster
State/Province
Start Date
Apr, 2013
End Date
May, 2013
Start Rate of Pay
15.50
End Rate of Pay
15.50
Reason For Leaving
No longer needed.
Responsibilities and Achievements
Worked as a temporary customer service agent for Denver Water, a quasi-government agency, trained in CC&B, an Oracle based program that was used to track customer contact via. Answered incoming phone calls in accordance to Denver Water’s Operating Rules and when necessary made outgoing phone calls to follow up on an issue and to provide outstanding customer service, managed over 20 customer accounts daily.
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Colorado National Guard
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Government
Job Title
Motor Transport Operator
City
Windsor
State/Province
Start Date
Oct, 2009
End Date
Start Rate of Pay
6,000.00
End Rate of Pay
8,000.00
Reason For Leaving
NA
Responsibilities and Achievements
Logistics. Distribution. General Supply Section. Licensed on: BB6 M1097A2 TRK UTL HV, BBK M998 TRK UTL CGO 1.25T 4X4, BBM M1097 TRK UTL HV, BBN M998A1 TRK UTL HV, BRY M923 TRK CGO 5T DS 6X6 WE, BS7 M923A2 TRK CGO 5T DS 6X6 WE, ACCIDENT AVOIDANCE. The general supply section is responsible for transporting classes II, III (P), IV, and IX to the supported battalion units coming from or passing through the FSC in support of the BCT units. Identify, correct or report all vehicle deficiencies Oversee and check proper loading and unloading of cargo on vehicles and trailers Manage load, unload, and safety of personnel being transported Operate all wheel vehicles and equipment over varied terrain and roadways
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Connextions
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Customer Services
Job Title
Customer Service Rep
City
Centennial
State/Province
Colorado
Start Date
Feb, 2013
End Date
Mar, 2013
Start Rate of Pay
11.00
End Rate of Pay
11.00
Reason For Leaving
Environment
Responsibilities and Achievements
Am trained to help Medicare eligible or interested parties understand the features and benefits of Medicare Advantage, Medicare Part D Prescription Drug Plan (PDP), and Medicare approved discount drug card programs, and other related programs Also trained to assist program participant inquires related to benefits, eligibility, material requests, physician look-up, authorization, explanation of benefits (EOB) and other related information Research payment, billing, account balance questions, respond to emails, order process and account maintenance as needed.
Enter Employer or
Connextions
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Customer Services
Job Title
Licensed Health Insurance Agent
City
Centennial
State/Province
Colorado
Start Date
Sep, 2012
End Date
Dec, 2012
Start Rate of Pay
13.00
End Rate of Pay
14.25
Reason For Leaving
Seasonal job
Responsibilities and Achievements
Took over 100 calls from interested parties to discuss applicable UnitedHealth Care Part C plans Confirmed public, private and confidential information of insurance programs Based on criteria, callers were qualified for Telephonic Enrollment Ensured compliance with insurance, Medicare and state sales, marketing and enrollment guideline Determined the eligibility of each prospect using CMS guidelines Processed customer requests as related to the programs Navigated through multiple systems application to fulfill caller requests, update caller information. LIcensed in over 20 states.
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Afni, Inc.
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Customer Services
Job Title
Customer Care
City
Evans
State/Province
Colorado
Start Date
Feb, 2011
End Date
Aug, 2011
Start Rate of Pay
10.00
End Rate of Pay
10.00
Reason For Leaving
Released.
Responsibilities and Achievements
Conferred with customers by telephone to provide information about products and services, to take or enter orders, cancel accounts, or to obtain details of complaints. Answered over 25 incoming calls a day. Made outbound calls to confer with customers about problems they were having with their account or simply to provide good customer service. Checked to ensure that appropriate changes were made to resolve customers' problems.Educated customers as to the current company policies. Determined charges for services requested.Reviewed customer accounts for accuracy and updated information provided by the customer as needed and to company standard. Referred unresolved customer grievances to designated departments for further investigation. Transferred calls to other departments as needed. Stayed on the line with the customer to ensure that their questions were resolved. Contacted customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments. Reviewed complex billing cycles with customers and gave them options on how to contact us or resolve the issue on line. Obtained and examined all relevant information to assess validity of complaints and to determine possible causes.Built relationships by actively listening to the customer. Tracked equipment shipped through UPS or Fed Ex.
Enter Employer or
Manpower
Enter Job Function or
Customer Services
Job Title
Entitlement Coordinator
City
Boulder
State/Province
Colorado
Start Date
Aug, 2009
End Date
Apr, 2010
Start Rate of Pay
13.00
End Rate of Pay
13.00
Reason For Leaving
Went back to school.
Responsibilities and Achievements
Received incoming phone calls about laptops (Lenovo Think Pads). These calls would be from individuals to businesses inquiring about the type of warranty that was in place for their laptop. Using databases I would research the problem and provide solutions for the customer. If the laptop was in the repair shop,I would read technical notes and confer with the technician to price the repair for the customer. If the customer was unhappy with the resolution, other alternatives such as a finding an authorized repair shop would be in order. Maintained detailed records of the transactions to ensure that the account was properly maintained.
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Iowa National Guard
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Legal / Government Relations
Job Title
Chaplain's Assistant
City
Sioux City
State/Province
Iowa
Start Date
Sep, 2001
End Date
Sep, 2009
Start Rate of Pay
6,000.00
End Rate of Pay
7,000.00
Reason For Leaving
Moved to Colorado.
Responsibilities and Achievements
Trainined // certified// PREP, CISM, 7 Habits of Highly Effective Army Families. English grammar, spelling and punctuation Typing and clerical skills Preparing forms and correspondence in Army style Roles and responsibilities of Army chaplains Religious history and background Safeguard privileged communications. Perform crisis intervention.
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Alorica Inc.
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Customer Services
Job Title
Customer Service Representative
City
North SIoux City
State/Province
South Dakota
Start Date
Jan, 2009
End Date
Apr, 2009
Start Rate of Pay
9.50
End Rate of Pay
9.50
Reason For Leaving
Other opportunities
Responsibilities and Achievements
Answered incoming phone calls at a call center. Reviewed account information. Did basic technical support.
Enter Employer or
Stream
Enter Job Function or
Customer Services
Job Title
Customer Service Representative
City
Sergeant Bluff
State/Province
Iowa
Start Date
Nov, 2006
End Date
Dec, 2008
Start Rate of Pay
9.50
End Rate of Pay
9.50
Reason For Leaving
Other opportunities
Responsibilities and Achievements
Took inbound calls for Sirius Satellite Radio, H & R Block and Nike, handling customer inquires in a courteous and professional manner. I provided responsive and competent telephone support to customer in the areas of problem solving and handling customer inquiries. Learned, understood, retained and regularly updated and demonstrated product/process knowledge. Tracked, documented and retrieved information in call tracking databases

Jennifer Lauman-Lee
Commerce City, Colorado 80022
(c) 720-434-8003
Entelechy2011@gmail.com 					Customer Service Representative

Experienced, personable Customer Service Specialist with a proven track record for understanding customer needs, making product recommendations, and delivering outstanding customer service; proven track record for successfully handling customer inquiries and resolving customer issues; able to work effectively both independently and as part of a team ; skilled in multitasking and maintaining poise in high-stress situations; possess excellent communication and analytical skills ; offers strengths in attention to detail and organization; skilled in MS Office, Word, and Excel.

CORE COMPETENCIES

o	Active Listening
o	Writing
o	Customer and Personal Skills
o	Service Orientation
o	Negotiating
o	Judgment and Decision        Making Skills
o	Meeting Deadlines
o	Persuasion
o	Critical Thinking
o	Time Management
o	Mathematics
o	Clerical Support
o	Word Processing
o	Marketing
o	Team Work

RELEVANT EXPERIENCE
o	Relationship building with multiple customers providing assistance in technical and billing issues
o	Professional leader resourceful in presentations to clients in difficult conflict issues resulting in positive resolutions
o	Consistently maintain a professional, friendly and courteous manner with customers by asking probing questions, sharing information, offering feedback  and giving direct answers resulting in positive solutions
o	Checked to ensure that appropriate changes were made to resolve customer’s problems; which resulted in a reduction of phone calls
o	Determined charges for service requested, collected deposits or payment or arranged for billing

OCCUPATIONAL HISTORY
Licensed Health Insurance Agent, Aerotek, Denver, CO 09/13-present
Licensed Health Insurance Agent, Connextions, Centennial, CO, 10/12-12/12
Customer Service Representative, AFNI, Greeley, CO, 02/11-08/11
Motor Transport Operator, Colorado National Guard, Windsor, CO, 10/09-present
Entitlement Coordinator/Division 44, IBM, Boulder, CO, 08/09-04/10
Chaplain’s Assistant, Iowa National Guard, Sioux City, IA, 09/01-09/09
Customer Service Representative, Alorica, North Sioux City, SD, 01/09-04/09
Customer Service Representative, Stream, Sergeant Bluff, IA, 11/06-12/08

License
Health and Accident Producers License, Colorado, 09/2012

Education
Westmar University, courses in Marketing, Management and Business Administration