Destiny James
Houston,Tx
Summary
Results driven Customer Experience Team Lead with 6+ years in the customer service industry. Proven track record of improving customer satisfaction, reducing customer churn, and increasing customer loyalty. Skilled in managing and coaching a team of customer service representatives to provide exceptional customer experiences.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Representative
TTEC
08.2021 - Current
- Maintained 100% success rate on first-call resolutions, escalating complex concerns to supervisors or field personnel to achieve necessary support.
- Monitored live chat support between agents by responding to clinical inquiries, assisting with technical issues and upholding company guidelines and regulations.
- Served customer account and technical needs across 100+ daily calls, consistently meeting productivity and quality targets.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Effective liaison between customers and internal departments pertaining to clinical health.
Assistant Project Manager (Part-Time)
Compozition
10.2020 - Current
- Conducted project audits and assessments, and provided recommendations for process improvement and optimization, resulting in a 15% increase in project efficiency.
- Assessed project needs, developed project plans, and managed project delivery, ensuring client satisfaction and project success, with a 92% client satisfaction.
- Collaborated with cross functional teams on project budget, progress and technical problems, such as organizing and managing catering, screening vendors, and production setup.
- Recruited and oversaw personnel to achieve performance and quality targets.
Patient Services Manager
Morrison Healthcare
08.2017 - 09.2018
- Implemented customer feedback system that increased customer satisfaction by 20% and reduced customer churn by 10%.
- Monitored over 150+ daily inbound calls between nutrition operators and patients.
- Analyzed customer service metrics to identify trends and opportunities for improvement, and reported key findings to senior leadership on a monthly basis.
- Evaluated over 80 employees strengths and assigned tasks based upon experience level.
- Participated in daily functions of tray assembly, and examining food safety sanitation within hospital unit.
- Specialized and provided training in customer services and dietary knowledge for patients throughout the midwest and southern states.
Education
Bachelor of Science - Food Services Management
Johnson & Wales University - North Miami
Miami, FL05.2017
Associate Degree - Culinary Arts
Johnson & Wales University - North Miami
Miami, FL05.2015
Skills
- Microsoft Office proficiency
- Google Suite
- Process Improvement and Efficiency
- Metrics Analysis and Reporting
- Zoom Video Communications
- Adobe
- Team Collaboration
- Creative Writing
- Customer Service
- On-site demonstrations and training
- Employee management
- Cultural Awareness
Certification
- Food Safety Sanitation Manager
- TESOL Certified
Timeline
Customer Service Representative
TTEC
08.2021 - Current
Assistant Project Manager (Part-Time)
Compozition
10.2020 - Current
Patient Services Manager
Morrison Healthcare
08.2017 - 09.2018
Bachelor of Science - Food Services Management
Johnson & Wales University - North Miami
Associate Degree - Culinary Arts
Johnson & Wales University - North Miami
- Food Safety Sanitation Manager
- TESOL Certified
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