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GAprilGienappPHONE NUMBER AVAILABLEEMAIL AVAILABLESaint Joseph, MO64506SUMMARYHardworking Customer Servie Representative accustomed to fast-paced call center environments. Quickly and effectively understands, documents and resolves customer concerns, driving satisfaction while meeting demanding business objectives. Well-versed in Health Insurance standards and best practices.SKILLSOrganizational StrengthsIntuit QuickBooksInbound and Outbound CallingProblem-Solving AbilitiesQuality Assurance ControlsEXPERIENCECustomer Service RepresentativeSaint Joseph, MissouriServiceGienappKelly's Temporary Service/SS&C Technologies/ Jan 2021 to Current Informed customers about billing procedures, processed payments and provided payment option setup assistance.Asked probing questions to determine service needs and accurately input information into electronic systems.Consulted with customers to determine best methods to resolve service and billing issues.Answered inbound calls per day and directed to designated individuals or departments.Documented conversations with customers to track requests, problems and solutions. Upheld privacy and security requirements established by [Type] regulatory agencies. De-escalated problematic customer concerns, maintaining calm, friendly demeanor. Customer Service/Cashier AssistantSaint Joseph, MOGreen Hills Grocers/ Mar 2020 to Nov 2020Counted tills at beginning of shift with start money and balanced and reconciled register, reflecting financial discrepancies, refunds and account deferrals. Redeemed coupons and cross-sold products to maintain customer satisfaction levels. Greeted customers and responded to informational requests. Handled customer complaints and concerns promptly, escalating complex issues to direct supervisor for quick resolution.Processed credit card, EBT and gift certificate payments in electronic computer systems.Monitored sales events, added new merchandise and rang up purchases. Scanned items quickly to keep lines moving and reduce overall wait time. Owner/OperatorTurney, MOLazy G Welding/ May 2016 to Jan 2019Enhanced operational performance by developing effective business strategies, systems and procedures.Set pricing structures according to market analytics and emerging trends. Reviewed company software and business programs to determine value and assess viability in live environment.Identified client business and operational needs and introduced services to provide solutions.Monitored supplier operations to verify quality, delivery schedule and conformance to contract specifications.Developed business and marketing plans and prepared monthly financial reports. Determined clients' immediate and future financial requirements to recommend insurance products meeting individual needs.Negotiated with welding vendors to gain optimal pricing on welding and construction products resulting in 53% increase in profit margin. Medical LeaveTurney, MOUnemployed in Turney MO/ Oct 2012 to May 2016Short Term Disability leave due to Car Accident.Office ManagerSaint Joseph, MOCovenant Care/ Jul 2005 to Feb 2009Increased office organization by developing filing system and customer database protocols.Handled scheduling and managed timely and effective allocation of resources and calendars.Managed $50,000 office budget to handle all needs, including inventory, postage and vendor services.Managed office inventory by maintaining documentation of stock. Managed daily operations within Home Health Care office by supporting continuous delivery of excellent services and care.Supported office needs including taking messages, scanning documents and routing business correspondence.Created training program for new office employees, decreasing training time, Entered invoice data into company database and updated details, including customer contacts and delivery dates to keep information current. EDUCATION AND TRAININGAssociate of Arts: ParalegalPhillips Technical CollegeRiverside,CAHigh School DiplomaTaylorsville High School Apr 1984Taylorsville, UT