Jade Wolf
La Marque,TX
Summary
Spearheaded customer service operations with over twenty years of experience in healthcare and retail sectors. - Directed high-volume customer interactions, resolving issues empathetically to enhance client satisfaction. - Led teams in training and implementing customer service initiatives, driving operational excellence. - Optimized technology and systems to streamline processes and improve service delivery. - Cultivated positive customer relationships to achieve organizational goals.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Interior Design Sales Consultant
Living Spaces
Friendswood, TX
09.2024 - 10.2025
- Greet and engage guests and execute sales proficiency using Living Spaces Guest Engagement Model and supporting behaviors
- Determine guests’ goals and requirements of their design project
- Provide relevant design advice, product knowledge, and product recommendations
- Present customized room designs, including sample fabrics, furniture, tables and accessory recommendations
- Maintains current knowledge of merchandise lines; product features, benefits and availability
- Master product knowledge and brand design inspiration
- Processes customer transactions in the Point of Sale system
- Actively support and contribute to the store team with the goal of helping the entire team delight guests and achieve revenue targets
- Ensure that the stores is “Grand Opening” ready by completing the daily task list and style guides
Customer Service Representative
ManhattanLife
Houston, TX
04.2024 - 08.2024
- Managed inbound calls for Dental Insurance Call Line, providing high-quality service and clear information to clients, providers and insurance agents.
- Identified callers needs, clarified information, and resolved issues with empathy and professionalism.
- Documented all callers interactions and maintained accurate records of communications.
- Provided timely updates on claims, billing, and policy information to ensure callers satisfaction.
- Collaborated with internal teams to address callers concerns and deliver effective solutions.
- Assisted callers in navigating company website, troubleshooting technical issues, and placing orders online.
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution
Client Service Representative
Galveston Veterinary Clinic
Galveston, TX
08.2023 - 12.2023
- Provide exceptional customer service and support to clients and their beloved pets.
- Provided customer service and administrative support to clients in a timely and efficient manner. Resolved customer inquiries and complaints via phone, email, or other communication channels.
- Managed client accounts by providing accurate data entry services. Developed strong relationships with customers through friendly interactions and problem-solving abilities.
- Created detailed notes in customer profiles to keep track of conversations and requests.
- Scheduled and confirmed appointments based on customer availability.
- Presented and explained fees, clearly clarifying invoices and company policies.
- Leveraged detailed knowledge to recommend and select suitable products and services.
- Collaborated cross-functionally, remaining up-to-date on products, services and policies to inform clients.
- Resolved contract and billing system inconsistencies, identifying discrepancies and requesting corrections.
Patient Access Specialist
UTMB-Galveston Campus
Webster, TX
03.2019 - 08.2023
- Provides high level customer service skills for 24/7, 365 days a year Call Center.
- Answers high volume of calls while multi-tasking with available resources to schedule appointments and assist callers with their specific needs.
- Promotes positive and professional communication
- Provides a professional and empathetic voice to the callers to nurture their needs
- Analyzes caller concerns and determines best course of action to resolve and address their concern.
- Gateway to appointment scheduling for large numbers of UTMB clinics.
- Efficiently communicates callers’ requests and determines the best solution.
- Able to cancel and reschedule based on patients’ needs and clinic guidelines
- Escalates patient concerns and issues-utilizing defined processes
- Able to preregister patients as required; obtain patient demographics and insurance information and updates as required to ensure most accurate information is on file
- Works with Access center nursing staff to quickly identify and resolve urgent patient issues.
- Listens to and re-emphasizes caller concerns, ensuring accurate triage and effective communications.
- Facilitates physician consultation requests and assists with patient referrals when appropriate.
- Is knowledgeable and proficient in the use of AMCOM, EPIC, Invision, CECC and other software applications used to store and manage patient information and facilitate patient care.
- Utilizes several media applications in unison to resolve caller concerns and understands the purpose and proper use of each system
- Enforces UTMB regulations and guidelines when utilizing the systems
- Is knowledgeable of the entire institution, all clinical departments and resources, Locations, Contact information, Scheduling guidelines, Personnel resources, Area specific guidelines, Age specific guidelines, Disease process specific guidelines and Basic guidelines related to consumer health plans.
- Is knowledgeable and proficient in the scheduling process for all clinic areas
- Understands the procedures for each clinic and educates the caller
- Skilled at utilizing software applications for making appointments
- Utilizes critical thinking to determine call priority to support nursing intervention
- Enhances customer confidence by expediting callers concerns to appropriate individuals
- Crucial to the facilitation of the consumer online appointment request system
PBX Operator
Adventist Health Glendale
Glendale, CA
10.2016 - 11.2018
- Answer incoming calls, route them to their intended destination, respond to emergency situations, and provide superior customer service.
- Monitored and operated PBX switchboard to route incoming calls to appropriate personnel.
- Provided customer service support by answering questions, resolving issues, and providing information.
- Maintained records of daily data communication transactions, problems, and remedial actions taken.
- Responded promptly to emergency calls for assistance.
- Transferred calls to the correct departments or individuals in accordance with established procedures.
- Assisted external callers with department directory information as needed.
- Performed administrative duties such as filing, photocopying, faxing documents.
- Identified potential customer needs and offered additional services when applicable.
- Troubleshot basic technical issues related to phone systems and reported any major problems immediately.
- Operated multi-line telephone system to answer incoming calls and direct callers to specific destinations based on their needs.
- Answered general inquiries from customers over the phone or via email.
- Handled customer requests efficiently while maintaining professionalism at all times.
- Performed regular maintenance checks on the PBX system to ensure it is functioning properly.
- Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
- Completed connections between callers, departments and professionals.
- Alerted staff of emergency information and general announcements using PA system.
- Paged employees over PA system to ensure prompt connection with callers.
- Assisted staff with technical issues by performing simple troubleshooting and registering helpdesk tickets with IT department.
- Utilized paging technology within organization to connect quickly with key people.
- Participated in emergency preparation meetings to understand crisis management procedures.
- Monitored emergency and code alarms, making emergency announcements or routing emergency calls to appropriate location.
Store Manager
Check n Go
Highland Park, CA
08.2014 - 10.2016
- Provide superior customer service, process loan applications, manage store operations, and ensure compliance with company policies and procedures. Conducted daily store operations, including opening and closing procedures and cash handling. Monitored inventory levels and placed orders to restock shelves. Developed strategies to maximize sales and profitability. Established customer service standards and monitored staff compliance.
- Resolved customer complaints in a timely manner. Organized promotional events to increase product awareness.
- Recruited, trained and supervised new employees.
- Ensured compliance with safety regulations and company policies. Analyzed financial data to identify areas of improvement. Created weekly work schedules for store personnel. Managed daily banking activities such as deposits and withdrawals.
- Prepared monthly reports on sales figures, expenses, profits.
- Updated POS system with new products and promotional offers. Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
- Managed inventory tracking and physical inventory counts to minimize loss. Completed thorough opening, closing and shift change functions to maintain operational standards each day. Monitored employee performance and identified performance gaps for corrective action. Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
- Enhanced customer satisfaction and store operations through relationship building and daily problem-solving. Built customer confidence by actively listening to concerns and complaints and quickly resolving issues.
- Updated and maintained store signage and displays.
- Established store tactics and strategies to achieve operational performance and sales goals.
- Generated repeat business by responding to customer concerns with friendly and knowledgeable service.
- Answered product questions with up-to-date knowledge of sales and promotions.
- Built relationships with key customers and stakeholders to grow business networks and locate new opportunities.
- Showcased and built visually appealing displays and signs to encourage customers to buy specific products.
Key-Holder
Me-Ality Bloomingdale's
Santa Monica, CA
07.2013 - 03.2014
- Ensure proper station procedures are followed, create a welcoming environment for customers, provide consultative recommendations, and Keyholder assist customers in finding their top recommendations.
- Ensured store was opened and closed in a timely manner according to company policies.
- Assisted customers with product selection and resolving complaints. Supervised employees by providing direction on tasks and expectations regarding customer service standards.
- Developed schedules for associates based on needs of the business.
- Monitored employee performance to ensure adherence to company policies and procedures.
- Managed keyholder responsibilities such as opening and closing the store, setting alarms.
- Participated in training sessions on topics such as customer service techniques and loss prevention strategies.
- Analyzed weekly reports on sales trends, labor costs, shrinkage rates., to identify opportunities for improvement.
- Assisted in general housekeeping to maintain store image.
- Trained and helped supervise staff to develop and maintain store revenue, team customer service skills and product knowledge.
- Accomplished sales goals by engaging customers, delivering top-notch service and promoting special items.
- Asked open-ended questions to learn about customers' needs and escorted to merchandise locations.
- Incorporated product knowledge in sales process to maximize sales, units sold and dollar value of transactions.
- Developed extensive product knowledge, growing revenue and building consumer base.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs
Station Manager
Me-Ality
West Covina, CA
02.2013 - 07.2013
- Meet station targets and objectives, motivate and inspire team, oversee daily station maintenance, handle customer inquiries and issues, and act as a liaison between size matching specialists and management.
- Developed and implemented station policies and procedures to ensure compliance with local, state, and federal regulations.
- Conducted regular staff meetings to discuss performance objectives, safety protocols, and customer service standards. Oversaw the daily operations of the station including scheduling, budgeting, payroll processing, inventory control, and maintenance.
- Ensured that all equipment was maintained according to manufacturer's specifications.
- Provided technical support for staff members in the use of computer systems related to the station's operations.
- Developed strategies for improving customer satisfaction ratings by implementing new services or programs.
- Delivered high level of service to customers in effort to build upon relationships for future.
- Established employee schedules and work hours, reviewing employee timesheets to finalize payroll.
- Encouraged pleasant work atmosphere for employees to help team stay on track with station goals.
Store Manager
Things Remembered
Orange, CA
04.2006 - 08.2011
- Manage store operations, provide superior customer service, create inspiring visual displays, inventory control, payroll, and schedules.
- Monitored inventory levels and placed orders to restock shelves.
- Conducted daily store operations, including opening and closing procedures and cash handling. Developed strategies to maximize sales and profitability. Established customer service standards and monitored staff compliance.
- Resolved customer complaints in a timely manner. Recruited, trained and supervised new employees. Ensured compliance with safety regulations and company policies. Implemented efficient systems for tracking stock movement.
- Analyzed financial data to identify areas of improvement. Maintained accurate records of employee performance reviews.
- Created weekly work schedules for store personnel.
- Managed daily banking activities such as deposits and withdrawals. Identified opportunities for cost savings through waste reduction initiatives.
- Prepared monthly reports on sales figures, expenses, profits. Updated POS system with new products and promotional offers.
- Trained and mentored associates to teach daily tasks and procedures.
- Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
- Monitored employee performance and identified performance gaps for corrective action.
- Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
- Enhanced customer satisfaction and store operations through relationship building and daily problem-solving.
- Oversaw inventory management through cycle counts, audits and shrinkage control.
- Updated and maintained store signage and displays.
- Strengthened work flow productivity by hiring, managing and developing top talent.
- Established store tactics and strategies to achieve operational performance and sales goals.
- Generated repeat business by responding to customer concerns with friendly and knowledgeable service.
- Exceeded team goals and resolved issues by sharing and implementing customer service initiatives.
- Showcased and built visually appealing displays and signs to encourage customers to buy specific products.
- Built relationships with key customers and stakeholders to grow business networks and locate new opportunities.
- Promoted two assistant managers into store managers and two employees into assistant managers.
Brand Manager / Cosmetic Counter Manager
Robinson's May
Irvine, CA
12.2003 - 04.2006
- Build and maintain customer clientele database, do stunning visual displays, put together outfits for customers/personal shopper and perform inventory control.
- Manager Conducted market research to identify target customer segments, preferences, and trends.
- Developed and implemented successful marketing strategies for a new brand.
- Collaborated with sales teams on product launches, promotions and pricing strategies.
- Directed internal teams on how best to represent the brand in communications both internally and within the organization as well as externally with partners or customers.
- Maintained up-to-date knowledge of industry trends so that changes can be incorporated into branding activities accordingly.
- Assessed performance of current campaigns against goals set at beginning of projects; adjusted strategy if needed.
- Analyzed market trends, customer requirements and competitive strategy to identify opportunities for increasing customer and business value.
- Assisted customers with finding the right product for their needs. Provided product information and answered customer questions.
- Performed cashier duties, such as ringing up sales, processing payments and issuing receipts. Greeted customers upon entering the store and provided assistance.
- Stocked shelves with merchandise according to company standards. Tracked inventory levels throughout the day and restocked items as needed. Maintained a clean work environment by sweeping, dusting, vacuuming and mopping floors.
- Offered suggestions for additional items that may be of interest to customers.
- Greeted each customer and offered assistance in finding requested items, helping boost customer satisfaction and retention. Cross-sold products to boost overall sales purchases.
- Performed floor moves, merchandising, display maintenance and housekeeping to keep sales areas well-stocked, organized and current.
- Unboxed new merchandise and restocked shelves in appealing and organized arrangements to promote items.
- Maintained knowledge of sales and promotions, return policies and security practices.
- Answered store and merchandise questions and led customers to wanted items.
- Bagged or packaged purchases and wrapped gifts. Recommended, selected and located merchandise based on customer desires.
- Watched for and recognized security risks and thefts to prevent or handle situations.
- Assisted in the development of new beauty products and services. Demonstrated how to apply makeup, including eyeshadow, eyeliner, mascara, blush and lipstick.
- Conducted skin analysis to provide customers with personalized skincare regimens.
- Organized promotional events such as makeup demonstrations and free makeovers.
- Maintained an up-to-date knowledge of all beauty products available for sale.
- Educated customers about the proper use of cosmetics, fragrances and other beauty items.
- Attended product training sessions to stay updated on new products and trends in the industry.
- Provided excellent customer service by responding promptly to inquiries from clients via phone or email.
- Maintained cleanliness of work area by wiping down counters, organizing shelves and disposing of trash appropriately. Ensured that all displays were neat and organized at all times.
- Created a positive shopping experience for each customer through effective communication skills.
- Upsold additional beauty items when appropriate to increase sales revenue.
- Administered special promotions such as discounts or loyalty rewards programs.
- Built and deepened productive and positive customer relationships with high-quality service and focus on gaining loyalty.
- Developed connections to offer guests best-in-class experience with skincare, makeup and fragrance.
- Drove and exceeded sales goals by providing personalized beauty experience based on customer needs.
Education
High School Diploma -
Quest Academy
Boulder, COSkills
- Managed medical billing processes to ensure accurate and timely invoicing
- Managed patient care and administrative tasks within clinical settings
- Ensured strict adherence to patient confidentiality protocols
- Assisted customers in identifying product needs and providing solutions Supported sales team in achieving targets through effective communication Contributed to maintaining inventory levels and product displays
- Leveraged advanced computer skills to enhance operational efficiency
- Optimized scheduling and prioritization of tasks to enhance productivity
- Executed payment posting within medical billing systems to ensure accurate account reconciliation
- Assisted in coordinating medical referrals to ensure timely patient access to specialists Supported patients in navigating healthcare systems for effective treatment options Facilitated communication between healthcare providers to streamline referral processes
- Operated and managed multi-line phone systems to enhance communication efficiency
- Monitored calls to support quality assurance initiatives Assisted in identifying areas for improvement in customer interactions Provided feedback to team members to enhance performance
- Assisted in compiling call reports to track team performance Supported data entry for call metrics to enhance reporting accuracy Contributed to the organization of call logs for easy access and review
- Facilitated customer issue escalation processes to ensure timely resolution
- Leveraged Microsoft Suite to enhance productivity and streamline workflows
- Utilized Google Docs to create and edit documents efficiently Supported team collaboration by sharing and managing document access Assisted in formatting and organizing content for clarity and readability
- Executed clerical tasks to ensure efficient office operations
- Leveraged over 20 years of customer service expertise to resolve client issues effectively
- Ensured compliance with HIPAA regulations to protect patient privacy and confidentiality
- Led largest customer support team, overseeing 6-10 team members to enhance service delivery
- Assisted in understanding and applying medical terminology in various contexts Supported healthcare professionals in communicating effectively with patients Aided in the documentation of medical records using appropriate terminology
- Developed comprehensive understanding of dental terminology to enhance communication within dental practice
- Cultivated strong interpersonal skills to foster effective communication and collaboration
- Managed customer returns process to ensure efficient resolution
- Managed order inquiry handling processes to ensure timely and accurate responses
- Facilitated discussions to reach agreements among team members Collaborated with stakeholders to identify common goals and resolve conflicts Supported negotiation processes to achieve favorable outcomes
- Demonstrated exceptional patience in high-pressure situations to foster positive interactions
- Assisted in installation and maintenance of intercom systems Supported team in troubleshooting technical issues related to intercom functionality Contributed to user training sessions for effective intercom usage
- Executed medical collection processes to ensure timely reimbursement and minimize outstanding balances
- Assisted in managing communication systems to enhance team connectivity Supported users in troubleshooting pager issues to ensure seamless operation Contributed to the maintenance of equipment to uphold service reliability
- Processed employee payroll accurately and timely to support compensation activities Maintained payroll records and assisted with data entry for payroll systems Collaborated with team members to resolve payroll discrepancies and support payroll operations
- Managed electronic health records (EHR) systems to ensure accurate and secure patient data handling
- Facilitated referral coordination to streamline patient care processes
- Executed patient appointment follow-up procedures to ensure continuity of care
- Managed medical administrative support functions to ensure efficient healthcare operations
- Executed accurate and efficient typing of key documents
- Managed Windows operating system configurations and updates
- Demonstrated analytical expertise to evaluate complex data sets and derive actionable insights
- Managed customer accounts to ensure accurate and timely service delivery
- Managed customer support email communications to ensure timely responses
- Executed insurance verification processes to ensure accuracy and compliance
- Leveraged Microsoft Dynamics 365 to streamline business processes and enhance operational efficiency
- Demonstrated consistent reliability in meeting deadlines and fulfilling commitments
- Leveraged Salesforce platform to streamline customer relationship management processes
- Enhanced customer support response time by over 30% through process optimization
- Demonstrated meticulous attention to detail in all tasks and projects
- Assisted in classifying medical diagnoses using ICD-10 codes Supported healthcare teams in maintaining accurate patient records Contributed to the organization of coding documentation for compliance purposes
- Facilitated English language instruction to enhance communication skills
- Operated and maintained fax machines to ensure efficient document transmission
- Processed customer orders efficiently to support sales operations Assisted in maintaining accurate inventory records to facilitate order fulfillment Collaborated with team members to resolve order discrepancies promptly
- Assisted patients with appointment scheduling and check-in processes Supported dental staff by managing patient records and ensuring smooth office operations Facilitated communication between patients and dental professionals to enhance service delivery
- Streamlined task prioritization to enhance workflow efficiency
- Demonstrated exceptional organizational skills to streamline project workflows
- Assisted in operating radio communication systems to facilitate clear and effective communication Supported team members in troubleshooting and maintaining equipment to ensure optimal performance Contributed to training sessions on radio system usage for new staff members
- Demonstrated advanced technical proficiency in software applications and systems
- Executed comprehensive problem-solving strategies to address complex challenges
- Assisted in developing marketing materials to support campaigns Collaborated with team members to execute promotional events Provided administrative support for marketing initiatives
Certification
Driver's License
Languages
English
Timeline
Interior Design Sales Consultant
Living Spaces
09.2024 - 10.2025
Customer Service Representative
ManhattanLife
04.2024 - 08.2024
Client Service Representative
Galveston Veterinary Clinic
08.2023 - 12.2023
Patient Access Specialist
UTMB-Galveston Campus
03.2019 - 08.2023
PBX Operator
Adventist Health Glendale
10.2016 - 11.2018
Store Manager
Check n Go
08.2014 - 10.2016
Key-Holder
Me-Ality Bloomingdale's
07.2013 - 03.2014
Station Manager
Me-Ality
02.2013 - 07.2013
Store Manager
Things Remembered
04.2006 - 08.2011
Brand Manager / Cosmetic Counter Manager
Robinson's May
12.2003 - 04.2006
High School Diploma -
Quest Academy