Jason Frey
Charlene’s Angels
Indianapolis
13
years of professional experience
Customer Service Representative with a background in person-centered support, accurate documentation, and calm communication in settings where people rely on clear guidance and timely follow-up. Brings strength in handling sensitive needs, explaining next steps clearly, and supporting positive outcomes through customer-focused service and dependable recordkeeping. Well positioned to translate care-based communication, attention to detail, and teamwork into a service role that values consistency and professionalism.
Work History
Direct Care Staff
2 Years- Provide direct care and daily living support for adults with special needs in a compassionate, person-centered environment.
- Assist over 40 clients with personal care, hygiene, medication reminders, and mobility as needed.
- Foster independence by encouraging participation in community and recreational activities.
- Support individualized care plans designed to promote emotional, social, and physical well-being.
- Collaborate with families and healthcare professionals to ensure high-quality care aligned with each client’s unique needs.
- Maintain accurate documentation of care activities and client progress per state and facility guidelines.
Manager I, Customer Service
5 Years 7 Months- Led a team of 20-25 Customer Care Representatives to achieve and exceed key performance metrics, ensuring consistent service excellence across daily operations.
- Conducted performance reviews, coaching sessions, and developmental feedback to enhance employee engagement and productivity.
- Oversaw staffing, scheduling, and workforce coordination to maintain optimal coverage during leaves, absences, and call volume spikes.
- Partnered with leadership to design and implement policies and operational improvements that enhanced efficiency and customer satisfaction.
- Spearheaded training, hiring, and mentoring initiatives to build high-performing teams aligned with corporate goals.
- Contributed to the launch and execution of critical account programs that improved customer retention and service delivery outcomes.
Trainer II, Customer Service
3 Years 11 Months- Designed and delivered engaging, performance-based training programs for new and existing customer service representatives.
- Measured, tracked, and evaluated learner performance to identify skill gaps and inform coaching strategies.
- Analyzed performance data to determine training needs and developed targeted learning solutions aligned with business objectives.
- Partnered with leadership to establish training goals, define service level expectations, and implement process improvements.
- Facilitated virtual and in-person learning events across multiple platforms to drive consistency and quality in service delivery. Classes ranged typically from 20-40 learners.
Customer Service Representative
1 Year- Responded to over 80 incoming calls from national account members, delivering accurate and empathetic services across multiple plan types.
- Ensured all member requests and questions were handled promptly in alignment with service level standards.
- Utilized multiple systems and databases simultaneously to research benefits, claims, and eligibility, maintaining high first-call resolution rates.
- Collaborated with internal departments to resolve member issues efficiently and enhance the overall customer experience.
- Utilized multiple systems and databases simultaneously to research benefits, claims, and eligibility, maintaining high first-call resolution rates.
Education
High School Diploma
Skills
Leadership & team development
Training design & facilitation
Curriculum & LMS management
Customer & client relations
Communication & collaboration
Workforce scheduling
Performance coaching
Process improvement
Service delivery management
Staff onboarding
Quality assurance monitoring
Escalation management
Performance scorecard reporting
Call queue management
Root cause analysis
Attendance management
Policy interpretation
Professional and Employment History
01-2024
Skills
Team Operations,Team Operations,Client Operations,Client Operations,Operations & Compliance,Operations & Compliance,Operations & Compliance,Operations & Service Delivery,Operations & Service Delivery,Operations & Service Delivery,Operations & Service Delivery,Operations & Service Delivery,Leadership & Training,Leadership & Training,Leadership & Training,Leadership & Training,Leadership & Training
Timeline
Direct Care Staff
Charlene’s Angels
08.2024 - CurrentRead More
Manager I, Customer Service
Anthem Blue Cross and Blue Shield
07.2018 - 02.2024Read More
Trainer II, Customer Service
Anthem Blue Cross and Blue Shield
08.2014 - 07.2018Read More
Customer Service Representative
Anthem Blue Cross and Blue Shield
08.2013 - 08.2014Read More
Perry Meridian High School
High School Diploma
Read More