JASResume FEB32017
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Jennifer Steele has over 15 years of experience in customer service, sales, and claims processing roles. She is currently a Customer Experience/Inside Sales Specialist at Zaner-Bloser Educational Publisher where she provides support to customers, makes product recommendations, and secures sales. Previously, she worked as an Auto Claims Adjuster and Health Claims Processor at State Farm Insurance where she managed claims, guided customers, and led a claims processing team. Jennifer holds a Bachelor's degree in Business Management and has also taken courses in Elementary Education.
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JASResume FEB32017
- 1. 5 6 9 H U N N I C U T D R . R E Y N O L D S B U R G , O H 4 3 0 6 8 P H O N E 6 1 4 - 4 0 6 - 7 3 7 2 • E - M A I L J E N @ T W I B . U S JENNIFER A. STEELE “Spread love everywhere you go. Let no one ever come to you without leaving happier." Mother Teresa WORK EXPERIENCE AUGUST 2015-PRESENT Zaner-Bloser Educational Publisher Columbus, OH Customer Experience/Inside Sales Specialist • Answering customer calls professionally to assist them in ordering and processing textbook orders. • Aiding customers in determining educational products most suitable for their needs and making product recommendations. • Proficient knowledge in the Zaner-Bloser product lines, from Handwriting, Spelling, K-2 Reading, Vocabulary, and a range of digital products. • Experience and success in calling Sales prospects and securing a commitment to buy for the coming school year. • Expertise in the South and West Regions, where there are numerous contract obligations and pricing agreements. Reading and assessing these state-developed contracts to ensure proper handling. This includes considerable experience with Texas and the Texas Education Agency • Developed the training documentation for the processing of 13 states, Highlights International, and Canadian processing. • Presently working on developing a formal training program for handling complex orders • Conducted side by side training sessions • Delivering presentations and pitches about our products • Developing use of data mining to determine school district climates, budgets, and current needs • Within the first few months of employment, I provided several suggestions that have • Single point of contact in the department for all International and Canadian orders. • Assisting our external sales force with process and product questions, orders, and quotes in the CRM system. Management has received numerous compliments from Sales Representatives and Sales Area Managers alike. • Use of office, adobe, and publishing software • Assisting with tech calls, using administrator functions as well as walking customers through managing and obtaining access to online educational materials 1
- 2. JUNE 2002-AUGUST 2015 State Farm Insurance Newark, OH Auto Claims Adjuster • Managed time to handle claims inventory, contact customers, and meet all service level objectives. Managed team tasks and delegated assignments to keep the team within goal. After implementing, my team showed an 80% improvement in service levels • Tasked with understanding and assessing contract language in the application of insurance benefits. • Guided customers through the process of a vehicle total loss, making sure they understand all aspects of handling. • Shared clear communication with the customer to help them understand the actions necessary to bring the claim to closure. • Held extremely low complaint ratio of approximately 2-3% • Managed the unit bulletin board with business statistics, competitor information, and employee spotlights. • Held licenses as a claims adjuster in the state of Kentucky, Louisiana, and all reciprocal states. Required in-depth knowledge of state vehicle statutes. • Was an active member and officer in the building's Toastmasters International in chapter. Health Claims Processor • Managed incoming health claims, assessed the payment per the contract, took and handled customers call • Helped to coordinate, develop, and become a team lead for a newly designed team; created and assessed the new processes for this team • Provided hands on training and guidance to teammates • Identified fraudulent claims and provided all documentation to the Special Investigative Unit • Provided process training on payment codes, which improved the handling of this process by the unit by over 60% EDUCATION AUGUST 2007 University of Phoenix Columbus, OH Bachelors of Arts: Business Management, Attained Studies in research and evaluation, communications, economics, marketing JUNE 1994 West Chester University West Chester, PA Bachelors of Arts: Elementary Education, Junior Studies in pedagogic, psychological, sociological, and brain development of young learners; Practice in educational theory and field experience COMMUNITY ACTIVITIES Governing and active member of Extending Hands, a Non-Profit organization 2