Jamal Douce
Brooklyn,NY
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
9
9
years of professional experience
Work History
Enrollment Coordinator
PPL
New York, NY
03.2025 - 12.2025
- Received and processed new individual referrals for participant-directed services
- Communicated referral corrections, as needed, to entities providing case management or service/support coordination entities services to the individual.
- Scheduled appointment(s) to ensure program enrollment is completed quickly and efficiently.
- Articulated to all stakeholders what information is required to navigate and complete the enrollment process successfully.
- Readily identified potential barriers and bottlenecks to timely enrollment and take necessary steps to triage and resolve.
- Engaged the entity providing case management or service/support coordination services to the individual to ensure and understand Public Partnerships’ initiation and timely coordination of the enrollment process and what to expect.
- Responded to in-bound and out-bound call inquiries regarding new provider enrollment.
- Researched and resolved customer issues using required reporting processes and systems
- Met or exceeded enrollment and retention goals consistently.
Care Coordinator
Spring Health
New York, NY
06.2024 - 02.2025
- Managed patient caseloads effectively, ensuring timely follow-up and appropriate interventions.
- Maintained accurate and up-to-date documentation of patient records in accordance with HIPAA regulations.
- Assessed patient needs and connected them with appropriate resources to ensure optimal health outcomes.
- Ensured compliance with healthcare regulations and standards, maintaining patient safety and confidentiality.
- Enhanced patient care coordination by effectively managing schedules for multiple healthcare providers.
- Liaised with other healthcare professionals to develop comprehensive patient care plans and provide highest quality of care.
- Used company software and databases to maintain records of services performed and patient conditions.
- Developed and maintained comprehensive databases for tracking credentialing status of healthcare providers.
- Maintained accurate files, records and credentialing documents in well-maintained databases using crm software.
Customer Experience Technical Specialist
Whisker Pets
New York
06.2021 - 04.2024
- Provided hands-on technical support to Whisker customers who needed additional troubleshooting after initial contact with Product Specialist team
- Offered customers technical support with company's mobile app, including onboarding, and connectivity concerns with Litter Robot
- Booked appointments for customers by taking inbound/outbound calls by using crm software.
- Provided exceptional customer support, resolving complex technical issues with effective communication skills.
Customer Service Representative
TruTech
Manhattan, NY
11.2019 - 06.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and companies alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
File Clerk
Prager Metis
Brooklyn, NY
09.2016 - 11.2019
- Assisted with document scanning and imaging projects to support accurate file back-up.
- Identified and corrected inconsistencies in filing systems for increased accuracy.
- Examined, categorized, and sorted incoming documents.
- Sorted and classified documents into appropriate filing systems for increased traceability.
- Monitored and updated filing systems to meet organization standards.
- Enhanced productivity by processing incoming mail and filing documents promptly, allowing for easy access when needed.
- Consistently met or exceeded performance goals in both quality and productivity metrics, demonstrating strong attention to detail and a commitment to excellence in file management.
- Collaborated with department managers to identify areas for improvement within the filing system, implementing changes as necessary.
- Supported administrative staff through effective file management, ensuring quick retrieval of essential information.
- Managed high volumes of daily paperwork, prioritizing tasks effectively to meet deadlines without compromising accuracy or organization.
Education
Bachelor of Arts - Communications
Brooklyn College
Brooklyn, NY06-2016
Skills
- Microsoft Excel
- Microsoft PowerPoint
- Microsoft Outlook
- Adobe Photoshop
- Adobe Lightroom
- Helpdesk support
- Time Management
- Problem-Solving
- Organizational Skills
- Multitasking Abilities
- Active Listening
- Adaptability and Flexibility
Timeline
Enrollment Coordinator
PPL
03.2025 - 12.2025
Care Coordinator
Spring Health
06.2024 - 02.2025
Customer Experience Technical Specialist
Whisker Pets
06.2021 - 04.2024
Customer Service Representative
TruTech
11.2019 - 06.2021
File Clerk
Prager Metis
09.2016 - 11.2019
Bachelor of Arts - Communications
Brooklyn College