Jaketta Troy
Raleigh
Summary
Detail-oriented and customer-focused professional with experience in high-volume communication, appointment coordination, and data management. Proven ability to handle inbound inquiries, maintain accurate records, and deliver exceptional service in fast-paced environments. Strong background in healthcare terminology and administrative support, with a commitment to confidentiality and accuracy. Seeking to contribute to a patient-focused organization like IQVIA.
Overview
8
8
years of professional experience
Work History
Sales BDC Coordinator
Fred Anderson Toyota
12.2022 - Current
- Addressed 50+ daily inbound calls and online inquiries to enhance customer satisfaction and support service operations.
- Coordinated and confirmed 20+ customer appointments each day to optimize attendance rates via consistent follow-up efforts.
- Managed customer record maintenance in CRM systems to enhance data integrity and support operational efficiency.
- Conducted follow-ups with leads and "no-show" customers to foster engagement and drive sales.
- Guided customers through promotional offerings to enhance service utilization.
- Enhanced customer satisfaction through clear communication and proactive resolution of issues.
Customer Service Assistant Manager
Harris Teeter
04.2022 - 12.2022
- Assisted in supervising daily store operations and team performance
- Trained, coached, and evaluated staff to ensure compliance with company standards
- Resolved customer concerns and escalations professionally
- Managed phone communications and front-end operations
- Supported hiring, scheduling, and employee performance management
Amazon Processing Assistant/ Shift Lead
Amazon
Durham, NC
06.2020 - 04.2022
- Directed daily operations by overseeing task delegation, managing workflow, and coordinating team efforts.
- Monitored attendance, labor hours, and performance metrics to ensure operational efficiency.
- Mentored and guided team members to achieve productivity and safety benchmarks.
- Facilitated management in generating reports and implementing operational enhancements.
- Monitored adherence to safety procedures and company policies to mitigate risks.
Target Executive Team Leader
Target
Durham, NC
02.2018 - 05.2020
- Oversaw team performance scheduling and optimized customer service operations.
- Formulated and implemented strategies to enhance customer experience and optimize store performance.
- Addressed escalated customer concerns and implemented effective resolutions.
- Directed hiring, training, and development initiatives for team members.
- Analyzed sales trends and optimized staffing levels to align with demand fluctuations.
Education
Associate of Science - HS Medical Office & Billing Specialist
Ultimate Medical Academy
Tampa, FL04.2021
Skills
KEY SKILLS
High-volume call handling (50 calls/day)
Data entry & record accuracy
Appointment scheduling & coordination
Customer service & problem resolution
CRM systems & documentation
Multitasking in fast-paced environments
Strong written & verbal communication
Process improvement & organization
Multitasking in fast-paced environments
Strong written & verbal communication
Process improvement & organization
Timeline
Sales BDC Coordinator
Fred Anderson Toyota
12.2022 - Current
Customer Service Assistant Manager
Harris Teeter
04.2022 - 12.2022
Amazon Processing Assistant/ Shift Lead
Amazon
06.2020 - 04.2022
Target Executive Team Leader
Target
02.2018 - 05.2020
Associate of Science - HS Medical Office & Billing Specialist
Ultimate Medical Academy