Open to opportunities

JENNIFER ENG

@jennifereng

Message

Results-oriented team leader with expertise in project management.

Canada

Message

What I'm looking for

I am looking for a role that fosters team collaboration and encourages professional growth.

I am a results-oriented team leader with extensive experience in managing diverse teams to achieve business goals. My career spans various roles in customer service and project management, where I have honed my skills in communication, organization, and leadership. I am detail-oriented and efficient, always striving to improve processes and enhance team performance.

Throughout my career, I have successfully managed teams in high-pressure environments, ensuring exemplary customer support and satisfaction. At McKesson Canada, I took ownership of customer complaints and improved quality results by adhering to established standards. My ability to create a culture of growth and empowerment among team members has been a key factor in my success, as demonstrated during my tenure at Diallog Telecommunications and Recipe Unlimited.

With a Bachelor of Arts Degree in French and a minor in Sociology from the University of Toronto, I am proficient in both French and English, allowing me to communicate effectively with a diverse clientele. I am passionate about professional development and continuously seek opportunities to enhance my skills and contribute to my team's success.

Experience

Work history, roles, and key accomplishments

Senior Reimbursement Specialist /Case Manager Oncology and Hemophilia

McKesson Canada

Mar 2021 - Mar 2025 (4 years)

Responded to inbound and performed outbound calls to patients, clinics, healthcare providers, and pharmacies. Reported adverse events in multiple oncology and hemophilia programs, taking ownership of customer complaints and issues.

Customer Service Healthcare Coordination Adverse Events Problem Solving Insurance Verification

Customer Service Manager

Diallog Telecommunications

Mar 2019 - Mar 2020 (1 year)

Hired and managed a team providing exemplary customer support, ensuring top service for customers. Created protocols, implemented QA, and coached the team to improve service quality and create new processes.

Team Management Customer Service Quality Assurance Process Improvement Coaching Conflict Resolution

Call Center Team Leader

Recipe Unlimited

May 2017 - Feb 2019 (1 year 9 months)

Managed, trained, and coached agents to foster a culture of growth, empowerment, and open communication. Managed and created KPI reports for senior management to improve processes and protocols.

Team Leadership Training And Development Coaching KPIs Process Improvement Conflict Resolution

Team Leader Pro Review Department

Intuit Canada

Jan 2016 - May 2016 (4 months)

Managed, trained, and coached up to 20 agents daily in both French and English. Managed and created KPI reports for senior management, improving and creating new processes and protocols.

Team Leadership Training Coaching KPIs Process Improvement Escalation Management

Senior Customer Service Agent

Honda Financial Services Inc.

Jul 2013 - Aug 2014 (1 year 1 month)

Managed and supervised a team of 15 customer service agents, providing support and encouraging first call resolution. Handled customer escalations and resolved complaints efficiently, overseeing customer service metrics.

Team Supervision Customer Service Escalation Management Performance Metrics

Bilingual Customer Service Representative

SDM Specialty Health Network

Nov 2010 - Jul 2013 (2 years 8 months)

Responded to incoming customer calls from patients, pharmacies, and clinics regarding patient files and deliveries. Scheduled patient deliveries and responded to pharmacy refill calls, providing exceptional customer service.

Customer Service Patient Support Scheduling Training

Education

Degrees, certifications, and relevant coursework

University of Toronto

Bachelor of Arts, French, Sociology

1994 - 1998

Completed a Bachelor of Arts degree with a major in French and a minor in Sociology. This program provided a comprehensive understanding of language, culture, and societal structures.