Jolene Jundt
Neosho
Summary
Lead Support Specialist with a strong background in client relationship management and training at Vive Health. Achieved a 20% increase in customer satisfaction through strategic initiatives and operational improvements. Skilled in creative problem-solving and promoting teamwork to enhance continuous improvement and meet organizational objectives.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Lead Support Specialist
Self-employed - AllState HOA Management
07.2022 - 10.2025
- Developed comprehensive training materials for new hires, fostering a supportive learning environment.
- Championed a customer-centric culture within the organization by emphasizing empathy, active listening, and prompt issue resolution.
- Conducted regular performance reviews with team members to encourage professional growth and development.
- Evaluated and recommended improvements to internal procedures, leading to streamlined workflows.
- Managed escalated customer issues, ensuring swift resolution and minimal impact on the client relationship.
- Established clear lines of communication within the team to enhance collaboration and maintain consistent messaging.
- Analyzed key performance metrics to identify areas for improvement and adjust strategies accordingly.
- Offered assistance in implementing and developing training programs.
- Coordinated team schedules to ensure adequate coverage during peak support hours.
Police Dispatcher
Perryville Police Department
01.2021 - 12.2024
- Operated telephone and radio equipment to receive requests and reports from police officers, medical dispatch and firefighting crews.
- Questioned callers to determine nature of problems and locations to direct type of response needed.
- Entered criminal record checks, driver's license numbers and warrants into telecommunications systems to fulfill officer requests.
- Received over 911 and non-emergency calls per to dispatch calls to appropriate agencies and officers on duty.
- Monitored alarm systems and closed circuit televisions to dispatch appropriate police response to intrusions and trouble indicated alarms.
- Used Omnigo to track and maintain case incident numbers and logs.
- Used radio, telephone and computer system to update first responders with new information.
- Provided support to officers by relaying critical information during emergencies.
- Maintained contact with units on assignment to deliver further assistance and support when needed.
- Communicated regularly with supervisors regarding workloads and scheduling needs.
- Monitored police radio frequencies for any updates or changes in dispatch instructions.
- Updated contact lists for local law enforcement departments on a regular basis.
- Created incident reports and maintained records of all incoming calls and dispatches.
- Operated law enforcement communication equipment and NCIC database to facilitate information to department.
- Verified the status of units assigned to calls in order to ensure safety protocols were followed.
- Tracked call logs and shift data to enter into computer system.
- Responded promptly to inquiries from citizens, law enforcement, and other agencies.
- Utilized a computer-aided dispatch system to track unit locations, responder availability, and update incident statuses.
- Assisted with investigations by providing detailed call logs and recordings as requested.
- Dispatched police, fire and EMS units to respond to emergent situations with established procedures.
- Trained new employees on basic operations of the police radio console and CAD system.
- Assisted in training new dispatchers on procedures and protocols.
- Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire and EMS while tracking data in real-time environments.
- Relayed latest information to first responders via electronic means, telephone calls and radio responses.
- Routed calls to police, fire and ambulance service to meet individual call needs.
- Answered calls from automatic routing system and took basic information from callers.
- Completed appropriate forms and radio announcements for police department needs such as BOLO requests.
- Automated document flow by ensuring logbooks and fire, accident and emergency reports were maintained with 100% accuracy.
- Handled approximately 50 cases daily, providing information and treatment recommendations to public, hospital staff and US military for cases such as accidental or intentional overdoses, chemical exposures, animal bites and battery ingestions.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours; night, weekend, and holiday shifts.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
Customer Service Manager
Vive Health
07.2015 - 01.2020
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Resolved concerns with products or services to help with retention and drive sales.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Monitored customer service operations to assess agent performance and provide feedback.
- Created customer support strategy to increase customer retention.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Developed documentation and logs of implemented solutions and generated and submitted reports.
- Spearheaded customer satisfaction survey and analyzed results to make action plans.
- Assessed call center trends to identify improvement opportunities and devise forward-thinking approaches to better align processes with intended results.
Education
Some College (No Degree) - Paramedicine
Southwest Illinois College
Belleville, ILSkills
- Traffic law enforcement
- Information security
- Law enforcement collaboration
- Call records management
- Situation prioritization
- 911 system databases
- Information relay
- Data systems operation
- Reading comprehension
- Creative problem-solving
- Escalation management
- Client relationship management
- Communication skills
- Remote support
Certification
- Certified account financial management
Timeline
Lead Support Specialist
Self-employed - AllState HOA Management
07.2022 - 10.2025
Police Dispatcher
Perryville Police Department
01.2021 - 12.2024
Customer Service Manager
Vive Health
07.2015 - 01.2020
Some College (No Degree) - Paramedicine
Southwest Illinois College