CIENNA JACKSON
Summary
Dedicated professional with 8+ years of diverse experience in customer service and administrative roles. Skilled in managing high-volume communications, scheduling, and maintaining meticulous records, with a strong focus on client satisfaction and operational efficiency. Eager to leverage expertise in customer consulting and advanced communication skills to contribute effectively in a dynamic service-oriented environment.
Overview
10
10
years of professional experience
Work History
Call Center Operations Manager
Monticciolo Family and Sedation Dentistry
Seminole, FL
09.2024 - Current
- Led call center operations, enhancing customer service delivery and satisfaction.
- Developed training programs, improving staff performance and service quality.
- Implemented process improvements, increasing operational efficiency and reducing wait times.
- Analyzed call metrics to identify trends, informing strategic decision-making for staffing adjustments.
Orthodontist Assistant
Imagine Orthodontic Studio
St. Petersburg
08.2023 - 02.2024
- Assisted orthodontists with patient care, improving appointment efficiency and patient satisfaction.
- Managed orthodontic tools and supplies, ensuring optimal inventory levels and reducing downtime.
- Educated patients on oral hygiene practices, enhancing treatment outcomes and compliance.
- Streamlined patient care processes, enhancing appointment efficiency and orthodontic treatment outcomes while maintaining high patient satisfaction levels.
- Developed and implemented patient education programs on oral hygiene, significantly improving treatment compliance and long-term dental health.
- Optimized patient care workflows, boosting appointment efficiency and treatment outcomes while maintaining high satisfaction levels.
- Orchestrated meticulous management of orthodontic tools and supplies, ensuring optimal inventory and minimizing treatment disruptions.
- Partnered with orthodontists to deliver exceptional patient care, enhancing overall treatment efficacy and client experience.
- Empowered patients with personalized oral care guidance, fostering improved treatment compliance and post-care maintenance.
Dental Front Desk Receptionist
Dr. Nathalia Jeffrey-Fort
Saint Petersburg, FL
08.2022 - 06.2023
- Entered and updated patient information, ensuring data accuracy and confidentiality.
- Managed high-volume calls and emails, enhancing patient communication.
- Scheduled dental appointments using specialized software, optimizing provider availability.
- Processed customer payments and billed insurance, ensuring timely transactions.
- Collected medical and dental history, maintaining comprehensive patient records.
- Managed patient information system, ensuring accuracy and compliance with HIPAA regulations while handling high-volume appointments and insurance billing.
- Streamlined patient data management, ensuring HIPAA compliance while handling high-volume appointments and insurance billing efficiently.
Customer Service Representative
Target
Saint Petersburg, FL
11.2019 - 07.2022
- Resolved customer issues with friendly service, enhancing satisfaction and loyalty.
- Maintained professionalism in high-stress situations, diffusing tensions effectively.
- Handled calls, chats, and emails to support customer transactions and inquiries.
- Built strong customer relationships, encouraging repeat business and satisfaction.
- Escalated complex concerns to supervisors for prompt resolution, ensuring quality control.
- Streamlined customer service processes, reducing resolution time and increasing satisfaction rates for Target's clientele.
- Fostered strong relationships with cross-functional teams to ensure seamless customer support and enhance overall service quality.
- Provided empathetic and solution-oriented support, effectively de-escalating tense situations and turning dissatisfied customers into loyal patrons.
MUA
Self
Saint Petersburg, FL
01.2016 - Current
- Engage with customers to understand needs, resolve issues, and answer product questions.
- Deliver makeup services for weddings, proms, and special events, enhancing client satisfaction.
- Research new makeup trends and techniques via YouTube, beauty blogs, and magazines.
- Pioneered personalized makeup techniques, enhancing client satisfaction and boosting repeat bookings for special events and consultations.
- Streamlined appointment scheduling and inventory management, leading to improved operational efficiency and reduced product wastage.
- Maintained impeccable hygiene standards, ensuring sanitized tools and testers, contributing to a safe and professional environment.
- Stayed ahead of industry trends through continuous research, implementing cutting-edge techniques to create unique, client-tailored looks.
Education
Some College (No Degree) - Biology/Pre-Med
Rollins College
Winter Park, FLSkills
- Dentrix Proficiency
- Critical thinking
- Patient Schedule Management
- Client relationship building
- Staff motivation
- Customer Service
- Scheduling proficiency
- Customer Consulting
- Courteous Service Mindset
- Building Customer Trust
- Time management
- Calm Under Pressure
Languages
English
Full Professional
Interests
- Historical Exploration
- Sharing travel tips, recommendations, and insights with fellow enthusiasts
- Enjoying the art of baking and pastry-making, experimenting with recipes
- Food justice advocate, working to address food insecurity and promote access to healthy, affordable food
- Enjoy hobbies that combine physical activity with outdoor exploration
Timeline
Call Center Operations Manager
Monticciolo Family and Sedation Dentistry
09.2024 - Current
Orthodontist Assistant
Imagine Orthodontic Studio
08.2023 - 02.2024
Dental Front Desk Receptionist
Dr. Nathalia Jeffrey-Fort
08.2022 - 06.2023
Customer Service Representative
Target
11.2019 - 07.2022
MUA
Self
01.2016 - Current
Some College (No Degree) - Biology/Pre-Med
Rollins College
ADDITIONAL INFORMATION
- Apart of IJM, International Justice Missions. IJM is a faith based organization who’s mission is to protect people in poverty from violence by rescuing victims, bringing criminals to justice, restoring survivors to safety and strength, and helping local law enforcement build a safe future that lasts
- A club was formed by my High School New Testament Professor, who recruited me to join this cause based on interest I shared with him while in class. We spent majority of my Sophomore and Junior year fundraising and campaigning so that we may be able to sponsor a rescue mission. We held group chapels, webinars, Kids night-in, Christmas parties, Basketball competitions, Bake Fairs, would help in concessions at sports games with all proceeds promised to "IJM Club". We continuously gave out as much information as we could across campus to ensure everyone knew the imperative importance of this cause. We were able to meet our Goal of $13,000 with a matched donation and were able to fund not one, but two rescue missions in 2018.