1. JEANNIE E. CADE
Jeanniecade10@yahoo.com
(614)592-5755
Career Statement
 I’m a very personable Customer Service Professional with over 28 years of delivering the highest quality of service
possible within logistics, healthcare, financial, insurance, service and travel industries. I strive to achieve high
standards. I apply initiative, confidence and tenacity. I am decisive, customer-focused and dependable. I aim to
provide superior service, exceed expectations of my clients and my team members and bring energy and enthusiasm
to our organization.
Skills
 28 years as a Customer Service Professional (CSR, Client Mgmt., Call-Center, Direct)
 25 years in Logistics, Operations, Administration
 22 years in Data Entry, Records Management, Payroll Accounting, Budget Projections, Finance, Human Resources
 16 years serving as a Supervisor and/or Manager
 15 years working in the logistics, financial, healthcare, insurance, service and travel industries
 13 years of Operational planning, Policy writing, Standard Operation Policy (SOP) creation and development
 12 years in Oracle, SAP, and Microsoft Office Suite (Word, Excel, Access, PowerPoint)
 11 years in Sales (direct, field, cold-calls, business-to-business and inside), Marketing (target and segment, product
display design and setup, project mgmt, advertisement, planning and development)
 9 years in Sales Lead Generation
 2 years working with Enterprise Resource Planning (ERP) system, EPIC billing system
 56 Company Achievement awards received for exceptional performance, punctuality and delivering excellence
Experience
Advantage Sales & Marketing LLC. (Columbus, OH/Matthews, NC) February 2014 to Present
Brand Ambassador (CSR/Sales Rep)
 Created brand awareness through positive product impressions and demonstrations
 Increased sales with demonstrations, customer engagements and above-standard delivery of brand talking points
 Performed marketing through adaptive, eye-catching product displays, preparation, set-ups and (food) sampling.
 Represented brands with professional ownership and provided high quality product representations.
 Communicated and interacted comfortably and encouraged customers to experience products effortlessly.
Molina Heath Care (Columbus, OH) September 2014 to August 2015
Customer Service Representative
 Demonstrated proven leadership and interpersonal skills with peers and superiors to accomplish big-picture
objectives.
 Resolved 70+ customer phone inquiries daily, providing timely solutions resulting in overall customer satisfaction.
 Demonstrated understanding of insurance plans, benefits, registration, federal and state healthcare regulations.
 Developed interpersonal, clerical and organizational skills and EPIC billing system experience in a medical office
setting.
 Maintained and encouraged compliance with Health Insurance Portability and Accountability Act (HIPAA).
 Established and maintained positive and highly-effective relationships with peers, superiors, clients, members,
providers and customers to foster a higher level of quality service, efficiency and teamwork.
 Developed peer-to-peer assessments to improve comprehension of new healthcare service objectives and analytics.

2. RESUME - JEANNIE E. CADE Page 2
Tailored Management (Columbus, OH) September 2011 to September 2014
Call-Center Supervisor
 Served as hiring manager, conducting interviews, training assessments and managed schedules and EEOC regulations.
 Trained, developed and coached employees on customer service excellence, professional etiquette and technical
competence.
 Managed daily operations, ensuring customer satisfaction, quick resolutions of any issues and positive team morale.
 Oversaw enrollment of clients and organizations into health care plans and explanation of benefits.
 Mentorship, motivation, career coaching and supporting diversity helped me quickly establish an effective team.
JP Morgan Chase (Columbus, OH) June 2008 to September 2011
Dispute Advisor/Financial Analyst/Supervisor (CSR)
 Resolved 60+ consumer claims daily with personal and professional clients while consistently maintaining a high-
volume workload within a deadline-driven environment
 Met performance benchmarks in speed, accuracy and volume while developing superior experience with many
software applications (ERP system).
 Recognized with 10 awards for maintaining a zero error and 100% accountability track record.
 Continuously recognized by peers and superiors for exceeding expectations in performance evaluations.
 Performed account analysis, bank-to-bank transfers, collision repair and claims resolutions for clients.
Affinion Group (Columbus, OH) May 2004 to September 2008
Supervisor /Assistant CSR Trainer/Travel Agent
 Coached, mentored and motivated new and experienced team members during initial probation periods and beyond.
 Received 50+ inbound calls daily and provided customers with the best service possible as well as provided training
scenario experience for future use.
 Researched/Gathered information to assist exhibitors with arranging shipments
 Enhanced service experience by resolving cases, quickly and accurately.
 Promoted to Supervisor/Assistant CSR Trainer after 1 year.
 Showed initiative for complex and challenging calls for new representatives and peers
 Received consistently positive high evaluations from superiors and peers.
 Recognized with 32 awards for attaining high customer satisfaction scoring marks in Communication Skills, Listening
Skills, Problem Resolution and Politeness.
Speedway of America (Columbus, OH) October 1999 to June 2002
Assistant Manager/Co-Manager
 Hired, trained, developed and directed team members to provide fast and friendly service in a clean facility to every customer.
 Completed cash handling, safety, maintenance and merchandising responsibilities daily.
 Performed as Store Manager and maintained daily operations in the Store Manager's absence.
Imperial Cleaning Services (Youngstown, OH) June 1990 to October 1996
District Manager
 Recognized by peers and superiors on excellent reviews resulting in being voted DM of the year 3 times.
 Interviewed, hired and trained team members on customer service, professional etiquette and high quality standards.
 Increased client list from 86-150 during tenure and managed staff to support and facilitate growth.
 Performed administrative tasks (inc. record-keeping, logging, filing, typing, inventory and QA inspections).
 Managed over +150 clients and companies throughout tenure.
 Handled payroll, logistics, inventory and supply management, human resources (interviewing, hiring, training and
development of staff) and customer outreach & engagement (inc. marketing, sales, audits and service surveys).
Education
 Stratford Career Institute, Diploma in Funeral Services. Graduated - June 2015
 University of Phoenix, Associates of Arts in Health Care Administration. Graduated - April 2014
 Advance Training Center, Certification for State Tested Nurse’s Aide (STNA). Graduated - June 1977