Jade Wolf
La Marque
Summary
Experienced leader in customer service operations with over twenty years in healthcare and retail. Directed high-volume interactions to effectively resolve issues and enhance satisfaction. Led team training and implementation of initiatives, optimizing systems to streamline processes and improve service delivery. Fostered strong customer relationships to drive organizational success.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Customer Service Representative Remote
Omnicare365
Houston
12.2025 - 05.2026
- Resolved customer complaints by identifying issues and developing effective solutions.
- Assisted customers with inquiries and provided product information and support.
- Built strong customer relationships through personalized assistance and support, enhancing overall satisfaction.
- Collected customer feedback through surveys and implemented insights to enhance customer service quality.
- Conducted regular follow-up calls with customers after resolving their issues.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Collaborated with other departments to resolve complex problems, ensuring solutions met customer needs effectively.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Coordinated patient appointments for Annual Medicare Wellness Physicals to ensure timely care.
Interior Design Sales Consultant
Living Spaces
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
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
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
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.
- 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.
- Understands the procedures for each clinic and educates the caller
- 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
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.
- 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
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.
- 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.
- 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
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.
- 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.
- 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
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
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.
- 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.
- 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.
- Strengthened workflow 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
12.2003 - 04.2006
- Built and maintained customer clientele database, created visual displays, styled outfits for customers, and managed inventory control to enhance customer experience.
- Manager Conducted market research to identify target customer segments, preferences, and trends.
- Developed and implemented targeted marketing strategies for new brand, increasing brand awareness and customer engagement.
- Collaborated with sales teams on product launches, executed promotional campaigns, and optimized pricing strategies to drive sales growth.
- 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.
- 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.
- 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
- Medical billing management
- Patient care administration
- Ensured strict adherence to patient confidentiality protocols
- Resolved customer inquiries
- Leveraged advanced computer skills to enhance operational efficiency
- Optimized scheduling and prioritization of tasks to enhance productivity
- Payment posting
- Referral coordination support
- Operated and managed multi-line phone systems to enhance communication efficiency
- Call monitoring and feedback
- Call report compilation
- 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
- 20 years customer service
- 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
- Medical terminology application
- 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 team negotiations
- High-pressure interactions
- Provided technical support
- Medical collections management
- 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
- Payroll processing support
- EHR management
- Referral coordination
- Appointment follow-up
- Administrative support
- 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
- Managed digital communications
- Order processing
- 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
- Task prioritization
- Organizational skills
- Technical proficiency
- Handled customer complaints
Languages
English
Certification
Driver's License
Timeline
Customer Service Representative Remote
Omnicare365
12.2025 - 05.2026
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