1. 96 5 E A ST LOV E J OY ST RE E T , BUFFA LO, NY 1 42 0 6
(71 6 )5 63 - 7 40 6 · GIA SCHE RE R@GM A IL.C OM
J E A N E T T E S C H E R E R
SUMMARY OF QUALIFICATIONS
Proficient in most Microsoft Office applications
Proficient in SERVICE Planner scheduling and mapping tools
Proficient in Microsoft MapPoint
Proficient in ADP e-time software and payroll
Proficient in NEC GNAV pro client
Proficient in CXM call monitoring program
Proficient in Microsoft Access
Proficient in Microsoft Visio
WORK EXPERIENCE
September 2014-Present, Aerotek Staffing, Cheektowaga, NY
Excellus/Univera, Health Advocate
-Answer inbound calls for Medicare recipients
-Research claims and answer questions
-Act as a liaison between members and providers
-Provide information about benefits, copays, and coinsurance for various plans
-Resolve system issues and answer questions regarding claims that need to be adjusted
-Update demographic information per CMS guidelines
-Answer questions about various correspondence that members receive
March 2014-September 2014, Selective Staffing, Cheektowaga, NY
First Niagara Bank, Administrative Assistant
-Filed FROI (First Report Of Incidence) to NYS for compensation and disability claims
-Answered inbound calls for 10 insurance adjusters
-Performed various clerical tasks
-Assisted insurance adjusters with various projects
April 2013-March 2014, United Health Care, Tonawanda, NY
Health Advisor
- Answered inbound calls about member employer provided health plans
-Handled end-to-end relationships within the health care community from members to the providers they’ve
chosen for health care
-Resolved complex health care related concerns including benefit and claim questions
-Provider and pharmaceutical communications on behalf of members for problem resolution
-Various clerical responsibilities
-Participated in the Future Leader mentor program which included supervisor escalation resolution and new hire
mentoring
November 2012-January 2013, M&T Bank, Williamsville, NY
Insurance Services
-Filed and monitored primary and Vendor Single Insurance claims for repossessed vehicles owned by the bank
-Various customer service responsibilities
-Various clerical responsibilities
-Procured funds owed to the bank by various insurance companies
February 2008 - January 2011, INSTALLS inc., Buffalo, NY
Market Analyst
- Mapped for Best Buy Home Theatre and Computer technician coverage
-Volume analysis for Best Buy Home Theatre and Computer Sales

2. -Analyzed skill sets needed for technician staffing for Best Buy Home Theatre and Computer installation for two
national territories
-Custom mapping for technicians
-Rapport building with Deputy Field Marshalls and Best Buy corporate contacts
-Meet and greets with Best Buy corporate and Deputy Field Marshalls for systems coaching
-Team and system support for escalation management and efficient scheduling
-Escalated Issue resolution
-Participated and contributed to weekly client conference calls with the executive team and client
-Escalated issue research and resolution for both our call center and communication of escalated issues for
affiliated call centers
-Worked with Best Buy for Business to schedule large installations for their VIP business clients
-Acted as key support for over 40 agents for system troubleshooting, local knowledge for assigned markets,
scheduling issues, and general questions
-Integral part of developing Google Earth mapping tool to be used by the agents including Best Buy Minor markets
nationwide, technician, store, and coverage information, as well as training for this application
-Systems expert in troubleshooting reasons that scheduling was not working optimally including application, skill
set, zip code coverage, and error messages
February 2001 - February 2008, INSTALLS inc., Buffalo, NY
Supervisor
-Supervised group of over 50 employees
-Attendance tracking
-Call monitoring
-E-mail volume counts and distribution
-Corrective counseling and conflict resolution
-Exporting reports to clients from a web based intranet system
-Providing training and information to new hires
-Employee scheduling and responsibility delegation
-Account management and problem resolution
-Input and feedback on interviewing and managing new employees
-Managing special projects
Additional Experience___________________________________________________________________________
-Attended classes to get my Lean Six Sigma certification through the University of Buffalo.
-Participant of many volunteer activities such as the Westminster Charter School mentor program and the United
Way Day of Caring.
-Obtained my NYS Health and Life insurance license