Jessica Cannady
Client Support Manager/Business Operations Manager
Spartanburg,SC
Summary
Personable and organized, with strong ability to manage multiple tasks efficiently and effectively. Possesses foundational knowledge in office software and administrative onboarding procedures, coupled with proficient skills in scheduling and document management. Dedicated to enhancing operational workflows and fostering productive office environment.
Overview
10
10
years of professional experience
Work History
Client Support Executive
Waldrop Plumbing, Heating and Air
10.2024 - Current
- Responded promptly to all incoming inquiries from potential customers.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Responded promptly to requests from customers regarding appointment scheduling changes, or cancellations.
- Collaborated with internal departments to ensure timely appointment scheduling.
- Created and maintained accurate records of customer interactions using CRM software.
- Processed credit card transactions quickly and securely.
- Managed customer feedback channels, ensuring timely responses and resolutions to enhance customer satisfaction.
- Performed outbound sales calls to current and past customers.
Senior Administrative Specialist
Concentrix
05.2022 - 08.2024
- Responsible for inbound calls and assisted patients, pharmacists, and specialists with various needs
- Displayed compassion and empathy in interactions while delivering solutions-oriented communication
- Composed professional messages detailing problems and necessary actions for service/care teams to follow up.
- Improved patient satisfaction by efficiently managing appointment scheduling and providing clear communication regarding medical procedures.
- Provided exceptional customer service to patients, addressing concerns promptly and professionally to ensure satisfaction.
- Handled sensitive patient information with discretion, adhering to strict HIPAA guidelines and safeguarding privacy at all times.
Customer Service Assistant Supervisor
SITEL Operating Corporation
11.2019 - 03.2022
- Conducted team training and mentorship efforts to boost productivity and exceed team goals
- Monitored customer service operations to evaluate agent performances, providing constructive feedback
- Assisted employees with routine and complex issues, utilizing motivational and analytical strategies.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as top performer within the team.
- Mentored junior staff, resulting in increased productivity and reduced turnover rates.
- Boosted overall efficiency by identifying areas of improvement within the department and implementing necessary changes.
Executive Administrative Assistant
Sun Surveillance INC.
07.2015 - 11.2019
- Demonstrated high attention to detail, organization, and priority projects.
- Improved customer satisfaction through proactive communication and issue resolution.
- Screened calls and emails and responded accordingly to support executive correspondence.
- Managed inventory levels for office supplies, reducing waste while guaranteeing availability when needed.
- Oversaw vendor relationships, negotiating contracts for optimal pricing and quality assurance.
- Supported human resources initiatives by coordinating interviews and assisting with new hire orientations.
- Reduced office expenses by finding smarter solutions for vendors, suppliers and services.
- Ensured timely completion of projects by monitoring progress against deadlines, providing updates to executives as needed.
- Handled administrative tasks such as expense report processing or invoice reconciliation efficiently; allowing executives to focus on high-priority responsibilities without distraction.
- Increased productivity with the implementation of digital tools for document management and collaboration.
- Managed budgets and expenses, maintaining financial records for accurate reporting and analysis.
Education
A.S Accounting -
Spartanburg Community College
B.A Spanish -
Converse College
High school diploma -
Dorman High School
Skills
CRM SOFTWARE
Exceptional communication
Complaint handling
Cross-functional coordination
Computer skills
MS office
Multitasking
Personal Information
Title: Client Support Specialist
Timeline
Client Support Executive
Waldrop Plumbing, Heating and Air
10.2024 - Current
Senior Administrative Specialist
Concentrix
05.2022 - 08.2024
Customer Service Assistant Supervisor
SITEL Operating Corporation
11.2019 - 03.2022
Executive Administrative Assistant
Sun Surveillance INC.
07.2015 - 11.2019
A.S Accounting -
Spartanburg Community College
B.A Spanish -
Converse College
High school diploma -
Dorman High School