Open to opportunities

Jennifer Ward

@jenniferward2

I lead remote customer support teams across healthcare and online education, improving quality, workflow, and SLA performance.

Zimbabwe

Message

What I'm looking for

I'm looking to apply my remote customer service leadership, healthcare support, CRM, quality assurance, and workflow improvement experience to strengthen customer satisfaction and operational efficiency.

I've led remote support operations for MAI Voice, coordinating phone, chat, and email service for online education clients while monitoring queues, distributing workloads, and improving support workflows.

At Optum/UnitedHealth Group, I served as the senior escalation point for member and provider questions involving eligibility, claims, benefits, and authorizations. I coached frontline agents, supported onboarding, maintained 95%+ quality assurance scores, and helped reduce repeat issues through workflow refinement.

My healthcare support experience also includes Cigna Healthcare/Everise, where I handled high-volume claims, EOB, referral, eligibility, and ID card inquiries while maintaining HIPAA compliance.

Earlier at Kelly Connect, I delivered high-volume chat-based technical and account support, achieved resolution rates above 90%, and documented customer interactions in CRM systems. I bring hands-on experience in coaching, escalations, quality monitoring, process improvement, and remote team support.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Team Lead

Current

MAI Voice

Jul 2021 - Present (5 years 1 month)

Spearheaded daily remote operations across phone, chat, and email support channels for online education clients. Orchestrated monitoring of agent queues and workload distribution to ensure SLA adherence, and delivered targeted coaching and feedback to enhance response times and resolution quality.

Remote Team Leadership Coaching SLA Workflow Optimization Customer Support Zendesk CRM

Senior Customer Support Lead

Optum / UnitedHealth Group

Feb 2019 - Jun 2021 (2 years 4 months)

Served as the senior escalation point for complex member and provider inquiries concerning eligibility, claims, benefits, and authorizations. Provided real-time guidance and coaching to frontline agents, improving accuracy, compliance, and first-call resolution rates, while maintaining quality assurance scores exceeding 95%.

Escalation Management Coaching HIPAA compliance Quality Assurance Healthcare Claims Benefits First Call Resolution

Healthcare Customer Service Specialist

Cigna Healthcare / Everise

Jan 2017 - Feb 2019 (2 years 1 month)

Managed high-volume inbound healthcare calls pertaining to claims, Explanation of Benefits (EOBs), referrals, eligibility, and ID cards. Acted as a peer mentor and subject-matter expert for newer agents, and assisted supervisors with call reviews and performance improvement initiatives.

Healthcare Customer Service Claims Eligibility HIPAA Mentor Quality Assurance

Chat Support Specialist

Kelly Connect

Mar 2014 - Dec 2016 (2 years 9 months)

Delivered high-volume chat-based technical and account support to multiple users concurrently. Maintained resolution rates surpassing 90% while documenting interactions within CRM systems, and identified recurring technical issues for leadership resolution.

Chat Technical Support CRM Documentation Multitasking Best Practices