Jen Schafer

Contracted through Apex Systems to support internal program operations and enablement initiatives for a Fortune 500 telecommunications organization.

Responsibilities focused on coordinating ongoing programs, supporting product and launch readiness, maintaining documentation and knowledge systems, and delivering clear internal communications across stakeholder groups.

Work included supporting lar

Tested web applications across new features and releases, supporting UAT and release readiness through functional and UI validation

Logged, tracked, and verified defect fixes in Jira, partnering with developers and product stakeholders during bug triage

Built and maintained test checklists and test cases for core workflows using TestRail and Google Sheets, with a focus on repeatable validation

Provided multi-channel customer support across phone, email, and chat, handling complex cases with a focus on clear resolution, de-escalation, and accurate follow-through

Served as a functional team lead, supporting agent training, onboarding, and day-to-day guidance on tools, workflows, and communication standards

Built, maintained, and optimized support workflows in Gorgias, including macros,

Served as an Intake Specialist and functional Customer Support Lead in a high-volume, regulated contact center environment, supporting frontline agents during live chat and call operations.

Acted as a real-time enablement resource for agents, answering system, process, and policy questions, walking agents through application screens and workflows, and supporting accurate, confident customer inter

Contracted through NexRep to support data operations and database administration for State Unemployment Insurance and Pandemic Unemployment Assistance (PUA) programs during a period of exceptionally high demand.

Performed secure data entry, validation, and database updates involving sensitive personal and financial information, operating under strict privacy, compliance, and accuracy requirements

Provided short-term customer operations support during a period of elevated demand, handling member services across phone and chat channels.

Managed escalations, fraud investigation reporting, and sensitive account issues, following established protocols and documentation requirements.

Submitted structured bug and error reports related to ordering, inventory, and fulfillment systems, supporting

Pursued studies in Computer Science, focusing on software development and testing methodologies.