JEAN T.

HENRY
5405 Maywood Road * Monona, WI 53716 * (
608) 204-9306 * jh79dbc0@westpost.net

BACKGROUND SUMMARY
Customer Service and Training Professional with extensive experience in systems,
sales and service training in the insurance and financial services industries.
Strong communication and presentations skills combined with a consultative, rel
ationship building style. Effective at identifying customer needs. Versatile a
t learning new concepts, programs and systems while delivering desired outcomes
to clients.

PROFESSIONAL EXPERIENCE
HOME DAYCARE OWNER, Monona, WI 2004 to 2
010
Organized and maintained successful home daycare business. Created safe and int
eractive play spaces. Provided quality childcare and communicated effectively w
ith client parents. Prepared and maintained detailed accounting and records sys
tems.
CUNA MUTUAL GROUP, Madison, WI 1987 to 2002
A leading insurance and financial services provider to credit unions and their m
embers worldwide.
Manager, EFT Training Specialist
1997 to 2002
Expanded credit union use of CUNA Mutual Group's Electronic Communications and E
lectronic Funds Transfer systems through the use of telemarketing sales and serv
ice techniques.
* Provided consulting, technical and usability expertise, and training via telep
hone to client credit unions. Converted over two hundred credit unions from man
ual to electronic systems streamlining processes, reducing costs, and improving
customer satisfaction.
* Adapted to constantly changing technical environment revising processes and tr
aining materials. Electronic communications with clients evolved from data proc
essor links and direct dial-up systems to advancing Internet communications.
* Trained internal staff as well as client credit unions on benefits and usabili
ty of Electronic Communications and Electronic Funds Transfer. Acted as liaison
with other departments to improve cross-functional processes and relationships.
Technology Support Specialist
1994 to 1997
Provided advanced and specialized technical and usability support for electronic
insurance administration to credit unions and field staff in a call center sett
ing.
* Consistently fielded high numbers of calls while receiving very positive evalu
ations from customer satisfaction surveys.
Claim Specialist
1987 to 1994
Analyzed and determined benefits on credit division claims. Communicated with m
embers, credit unions, field staff, attorneys, and physicians to obtain informat
ion, answer questions, and explain decisions.
EDUCATION AND TRAINING
AA, Executive Secretarial, Madison Business College, Madison, WI
Associate, Customer Service, Life Office Management Association (LOMA)