Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jill B Grover

Phoenix

Summary

Dynamic customer service professional with over 10 years of experience in inbound and outbound call environments. Recognized for exceptional communication skills and a strong ability to collaborate effectively within teams while demonstrating independence and reliability in completing tasks with minimal supervision. Proven track record of meeting deadlines and delivering high-quality work, consistently praised by supervisors and management. Committed to excellence and continuous skill development, passionate about contributing positively to team goals and enhancing customer satisfaction through proactive problem-solving and a strong work ethic.

Overview

26
26
years of professional experience

Work History

Customer Service Rep

Secure Transportation, Inc.
05.2016 - 02.2025
  • Taking phone calls from Medicare and Medicaid patients in New Mexico requesting transportation to and from medical appointments.
  • I set up transportation based on the info provided by the patient.
  • If I was unsure of any insurance info, I would contact the health plan to verify eligibility for coverage services. I was able to communicate with the insurance companies to verify information and explain this to the patient.
  • If there were calls with concerns or questions in regards to the transportation, I was capable of contacting the transportation companies to resolve any issues.

Customer Service Rep

RemX Temporary Employment Agency
01.2016 - 05.2016
  • This led to my employment at Secure Transportation, Inc.

Sales and Reservations Agent

U-Haul
04.2015 - 10.2015
  • Part of a team that answered phones taking reservations to rent U-Haul Equipment
  • Processed payments for the rentals
  • I was able to make changes/adjustments in the system to existing reservations.

Remittance Agent

Financial Institutions Servicing Corp.
04.2011 - 05.2013
  • I have worked with large pieces of equipment to open and sort large amounts of mail as well as large scanners to prepare mail processing electronically.
  • I was also able to post payments to the proper vendor accounts.
  • The vendor account consisted of several Catholic Charity donations across the country, as well as utilities companies, newspapers companies.
  • I also generated end of month reports for the vendors

Customer Service for Student Loans

Financial Institutions Servicing Corp.
08.1999 - 04.2011
  • Servicing the federal student loans for approximately 50 different banks and credit unions in the Northeast.
  • Disbursed millions of dollars daily to colleges and universities across the country
  • Servicing consisted: answering phone calls from students, parents, schools, lenders.
  • Processing enrollment adjustments, processing payments, making demographic changes.
  • Approve and process deferments/forbearances for those that needed assistance.
  • I processed federal consolidated loans as well.

Education

Business Courses

Oxford Hills High School
South Paris, ME
06.1978

Skills

  • Experienced in Excel, Word, Outlook, and Teams
  • Customer Service
  • Call center experience
  • Proficient in chat and email communication
  • Calming distressed callers, Active Listening, Empathetic communication
  • Effective problem solving
  • HIPAA compliance expertise
  • Independent worker
  • Payment transaction oversight
  • Scheduling
  • Comprehensive understanding of products
  • Clerical support, Filing, Data Entry
  • Account information updates
  • Spreadsheet management

Timeline

Customer Service Rep

Secure Transportation, Inc.
05.2016 - 02.2025

Customer Service Rep

RemX Temporary Employment Agency
01.2016 - 05.2016

Sales and Reservations Agent

U-Haul
04.2015 - 10.2015

Remittance Agent

Financial Institutions Servicing Corp.
04.2011 - 05.2013

Customer Service for Student Loans

Financial Institutions Servicing Corp.
08.1999 - 04.2011

Business Courses

Oxford Hills High School

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Jill B Grover