Gail Jannusch
Gail Jannusch
511 Meridian Lane
Crystal Lake, IL 60014
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Career Summary
Experienced in Customer Service, Process Improvement, Sales, Buying/Sourcing Management, and Collections in medical, banking and electronics industries. Analytical professional with demonstrated skills in auditing processes, identifying gaps and recommending improvements for Operations and Litigation Services. Ability to also meet sales metrics and train others to achieve their goals. Recognized by management as a leader that displays motivational skills. Key strengths include meeting deliverables timely, being accountable, dependable, ability to multi-task, dedicated, flexible, effectively work independently or as a team, motivated to achieve and exceed goals.
Professional Experience
Medela, LLC, McHenry, IL 2016 – Current
Customer Service Representative – Payer Direct, Human Milk
• Exceeded monthly ASP goals for breast pump upsells by avg 12% and accessories by $1000+
• Reviewed insurance information for verification of benefit coverage
• Communicated with end user via phone and live chat
• Identified process opportunities to improve customer experience and improve efficiency
• Created and led training session demonstrating sales techniques to help team meet monthly goals
• Led and orchestrated the new Payer Voice Message project over a five month period
JPMorgan Chase, Elgin, IL 2007 – 2016
Collections Litigation Services - Business Analyst (2014 – 2016)
• Detect regulatory, policy and procedural opportunities through various control reports and escalate findings to Senior Leadership
• Chosen to lead manual letter process and reduce risk to the bank
• Utilized knowledge of litigation processes during monthly audit of Team Lead monitors increasing pass rate to 100%
• Identified process gaps in the Process Documentation Kit
• Contributor throughout the Risk Control Self Assessment process verifying the controls covered the risks
• Selected to perform Sensitive Data Reviews throughout the year
• Reviewed accuracy of a 200 manual letter project reducing reputational risk to the bank
• Intermittent Acting Team Leader for an Escalated Call Center team
• Organized on-site and off-site events with internal and external partners as the Chair for the Veterans Business Resource Group and actively participated as a member of the Volunteer Leaders Group Leadership Team
Collection Litigation - Customer Support Coach (2011 – 2014)
• Increased compliance pass rate from 68% to 96% in 120 days
• Developed a process to track and systemically calculate monthly performance results for each employee
• Selected as Acting Team Manager
• Mentored new Customer Support Coaches
• Enhanced the Amazing Customer Experience (ACE) Program improving participation by 25%
• Executed the Coached, Implemented and Achieved Coaching Award to recognize Specialist’s achievements
Collections – Call Center - Customer Support Specialist (2007 – 2011)
• Promoted to Customer Support Advisor III
• Designated as Team Captain and mentor
• Chosen as Training Assistant for new employees in the call center
• Received Circle of Excellence Awards for 3 consecutive years and ACE Award Recognition
• Provided solutions to customers consistently reducing delinquency status on accounts
Computer Skills
• SAP, TEAMS, Microsoft Office Suite, BOLD 360, Citrix, Cisco, Columbia Ultimate, First Support, Web Stats, SharePoint, RMS, Communicator, File Net, TSYS (C3), and NICE
Education
• College of DuPage – Business
• JPMorgan Chase Classes -Leadership, Root Cause Analysis, Business Analyst (Planning Approaches, Determining Performance Factors, Process Improvement, Solutions and Assessments), Coaching, Communication, and Excel
Gail Jannusch
511 Meridian Lane
Crystal Lake, IL 60014
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Career Summary
Experienced in Customer Service, Process Improvement, Sales, Buying/Sourcing Management, and Collections in medical, banking and electronics industries. Analytical professional with demonstrated skills in auditing processes, identifying gaps and recommending improvements for Operations and Litigation Services. Ability to also meet sales metrics and train others to achieve their goals. Recognized by management as a leader that displays motivational skills. Key strengths include meeting deliverables timely, being accountable, dependable, ability to multi-task, dedicated, flexible, effectively work independently or as a team, motivated to achieve and exceed goals.
Professional Experience
Medela, LLC, McHenry, IL 2016 – Current
Customer Service Representative – Payer Direct, Human Milk
• Exceeded monthly ASP goals for breast pump upsells by avg 12% and accessories by $1000+
• Reviewed insurance information for verification of benefit coverage
• Communicated with end user via phone and live chat
• Identified process opportunities to improve customer experience and improve efficiency
• Created and led training session demonstrating sales techniques to help team meet monthly goals
• Led and orchestrated the new Payer Voice Message project over a five month period
JPMorgan Chase, Elgin, IL 2007 – 2016
Collections Litigation Services - Business Analyst (2014 – 2016)
• Detect regulatory, policy and procedural opportunities through various control reports and escalate findings to Senior Leadership
• Chosen to lead manual letter process and reduce risk to the bank
• Utilized knowledge of litigation processes during monthly audit of Team Lead monitors increasing pass rate to 100%
• Identified process gaps in the Process Documentation Kit
• Contributor throughout the Risk Control Self Assessment process verifying the controls covered the risks
• Selected to perform Sensitive Data Reviews throughout the year
• Reviewed accuracy of a 200 manual letter project reducing reputational risk to the bank
• Intermittent Acting Team Leader for an Escalated Call Center team
• Organized on-site and off-site events with internal and external partners as the Chair for the Veterans Business Resource Group and actively participated as a member of the Volunteer Leaders Group Leadership Team
Collection Litigation - Customer Support Coach (2011 – 2014)
• Increased compliance pass rate from 68% to 96% in 120 days
• Developed a process to track and systemically calculate monthly performance results for each employee
• Selected as Acting Team Manager
• Mentored new Customer Support Coaches
• Enhanced the Amazing Customer Experience (ACE) Program improving participation by 25%
• Executed the Coached, Implemented and Achieved Coaching Award to recognize Specialist’s achievements
Collections – Call Center - Customer Support Specialist (2007 – 2011)
• Promoted to Customer Support Advisor III
• Designated as Team Captain and mentor
• Chosen as Training Assistant for new employees in the call center
• Received Circle of Excellence Awards for 3 consecutive years and ACE Award Recognition
• Provided solutions to customers consistently reducing delinquency status on accounts
Computer Skills
• SAP, TEAMS, Microsoft Office Suite, BOLD 360, Citrix, Cisco, Columbia Ultimate, First Support, Web Stats, SharePoint, RMS, Communicator, File Net, TSYS (C3), and NICE
Education
• College of DuPage – Business
• JPMorgan Chase Classes -Leadership, Root Cause Analysis, Business Analyst (Planning Approaches, Determining Performance Factors, Process Improvement, Solutions and Assessments), Coaching, Communication, and Excel