Jannessia McFarland
Houston,TX
Summary
A amiable and dedicated customer service representative with extensive experience in Account Administration, Customer Service following Data Entry. Working diligently to be a solid team player with a positive attitude and proven skill in establishing rapport with clients. Relentlessly motivated to maintain customer satisfaction and contribute to company success makes me an asset in whichever role and/or department assigned. Focused customer service representative with over 7 years of success in leadership and staff supervision. Successful at promoting improvements in customer relations, administrative quality and project management. Top-notch professional at communicating with customers and employees to solve problems. Focused customer service representative with over 7 years of success in leadership and staff supervision. Successful at promoting improvements in customer relations, administrative quality and project management. Top-notch professional at communicating with customers and employees to solve problems.
Overview
7
7
years of professional experience
Work History
Customer Service Supervisor
Memorial Hermann
Houston, Tx
10.2020 - Current
- Worked with internal teams to understand business needs and changing strategies
- Analyzed and updated all necessary changes to Salesforce software
- Recommended metrics and models based on observed trends
- Cross trained in multiple departments to know all company needs and train new employees Audited internal data
- Noted customer correspondence in CRM to track requests, problems and solutions
- Processed customer service requests via phone support and email support
- Customized CRM using the most up-to-date tools (i.e., workflows, triggers)
- Properly diagnosed customer needs and proactively educated them about the features and benefits of company products and services.
Data Entry/Account Administrative Representative
MD Anderson Cancer Center
Houston, Tx
07.2019 - 08.2020
- Performed administrative tasks and assisted in executing business solutions
- Successfully entered data into company database and validated the accuracy of valuable company information
- Used and analyzed data from automated information aggregators to update the database
- Generated data reports, enter company findings into the database and perform backups
- Supported data entry across departments as requested, switching promptly to new projects.
Customer Services Representative
Houston Methodist Hospital
Houston, Tx
01.2017 - 06.2019
- Assisted staff with resolving complex customer issues and implementing targeted solutions
- Cross trained in multiple departments to process customer service requests via phone support, email support or live chat when needed
- Documented customer correspondence in CRM to track requests, problems and solutions
- Properly diagnosed customer needs and proactively educated them about the features and benefits of company products and services
- Guided customers through troubleshooting, navigating the company website/mobile app or using the products or service using digital tools
- Assisted customers by providing confirmation, answering questions and offering general information.
Education
High School Diploma -
Houston Can Academy
06.2018
Skills
- SUPERVISORY EXPERIENCE
- SALES
- SUPPORT
- SALESFORCE
- ORDER AND REFUND PROCESSING
- DATA ENTRY
- TECHNICAL SUPPORT
- MEDICAL INSURANCE REP
- MICROSOFT OFFICE
- BILLING
- EFFICIENT AND DETAIL-ORIENTED
- CRM SOFTWARE
- LIVECHAT SUPPORT
- ZENDESK
- UNDERSTANDING CUSTOMER NEEDS
- CREATIVE PROBLEM SOLVING
- CALL DOCUMENTATION
Timeline
Customer Service Supervisor
Memorial Hermann
10.2020 - Current
Data Entry/Account Administrative Representative
MD Anderson Cancer Center
07.2019 - 08.2020
Customer Services Representative
Houston Methodist Hospital
01.2017 - 06.2019
High School Diploma -
Houston Can Academy