JENECA DAVIS
San Antonio,TX
Summary
Experienced customer service professional with over 20 years of experience and readiness. I am a strong leader and problem-solver dedicated to streamlining operations to maintain customer satisfaction.
Overview
6
6
years of professional experience
Work History
Customer Support Specialist
QTC Management
San Antonio, TX
09.2023 - 01.2024
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Assisted customers with navigating the company's website to locate desired information or schedule appointments.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
- Monitored call queues in order to prioritize incoming calls by urgency or importance level.
- Maintained strong call control and quickly worked through scripts to address problems.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
Customer Service Specialist
Consumer Directed Services Cds In Texas
12.2022 - 07.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Applied basic sales strategy to engage customers and present solutions.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Processed customer service orders promptly to increase customer satisfaction.
- Answered constant flow of customer calls with minimal wait times.
Customer Service Associate
Conduent Call Center
09.2022 - 12.2022
- Assisted large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated active listening skills when responding to customer questions and complaints.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Escalated unresolved customer issues to the appropriate department or manager for resolution.
Scheduler
Brookdale Senior Living Inc.
01.2018 - 10.2020
- Assisted in developing strategic plans to meet organizational goals and objectives.
- Optimized quality control by effectively managing crew schedules while adhering to contractual restrictions.
- Supervised recruitment process including interviewing candidates, making hiring decisions and onboarding new hires.
- Conducted meetings to update management and staff members on progress.
- Conferred with clients to obtain and confirm pertinent billing and demographic information, accurately entering patient and insurance information into system.
- Proactively identified scheduling issues and developed quick solutions to promote efficiency and profitability.
- Provided transportation and appointments management.
- Implemented policies and procedures to ensure compliance with federal, state and local laws.
Education
Diploma - Medical Assisting
Westwood College
Calumet City, IL03.2006
Associate Of Applied Science - Counseling Psychology
University of Phoenix
Tempe, AZSkills
- High-Volume Call Environments
- Customer Relations
- Schedule Mastery
- Administrative and Office Support
- Policy and Procedure Adherence
- Complaint Handling
References
References available upon request.
Timeline
Customer Support Specialist
QTC Management
09.2023 - 01.2024
Customer Service Specialist
Consumer Directed Services Cds In Texas
12.2022 - 07.2023
Customer Service Associate
Conduent Call Center
09.2022 - 12.2022
Scheduler
Brookdale Senior Living Inc.
01.2018 - 10.2020
Diploma - Medical Assisting
Westwood College
Associate Of Applied Science - Counseling Psychology
University of Phoenix