Jessica Davenport
McKinney,TX
Summary
Specializes in customer support, and retention through strategic analysis of feedback and behavior patterns. Builds robust relationships with clients, ensuring satisfaction and long-term commitment while mentoring junior staff to enhance departmental knowledge and effectiveness.
Overview
9
9
years of professional experience
Work History
Retention Specialist
Duke Energy/Liveops
Remote
02.2023 - Current
- Developed and executed retention strategies that bolstered customer loyalty and minimized churn.
- Developed strong relationships with key accounts, ensuring ongoing satisfaction and long-term commitment.
- Analyzed customer feedback and behavior patterns to pinpoint service improvement opportunities.
- Contributed to strategic planning discussions with retention-focused recommendations, enhancing overall company performance.
- Mentored junior team members, fostering professional development and knowledge sharing within the department.
Customer Support Coordinator
AmeriHealth Caritas
Remote
02.2019 - 01.2023
- Facilitated over 80 daily customer interactions, addressing healthcare enrollment, eligibility verification, claims processing, and appointment coordination.
- Addressed customer inquiries promptly, contributing to high satisfaction levels and fostering repeat business.
- Maintained 99% documentation accuracy in updating customer records and processing requests.
- Resolved member concerns through effective troubleshooting.
- Built strong client relationships through proactive communication and attentive listening.
- Collaborated with departments to escalate complex issues, achieving timely resolutions and enhancing customer satisfaction.
- Developed training materials for new hires, streamlining onboarding processes and information retention.
Customer Support Specialist
AbbVie/Liveops
Remote
12.2017 - 01.2019
- Managed confidential patient and customer information in compliance with HIPAA requirements while supporting criteria-based prior authorization requests.
- Handled 80–100 inbound and outbound calls from healthcare providers, pharmacies, and members to coordinate requests and ensure timely resolution.
- Accurately documented authorization reviews, decisions, and follow-up actions to support regulatory compliance and efficient recordkeeping.
- Used pharmacy management software to process requests, update patient records, and track authorization statuses.
Education
GED Diploma -
Pershing High School
Detroit, MISome College (No Degree) -
University of Michigan
Ann Arbor, MISkills
- Customer Retention
- Customer Engagement
- First Contact Resolution
- Problem Resolution
- Contact Center Operations
- Remote Customer Support
- Omnichannel Support
- Data Analysis
- KPI Performance
- Time Management
- Multitasking
- Active Listening
- Time Management
Timeline
Retention Specialist
Duke Energy/Liveops
02.2023 - Current
Customer Support Coordinator
AmeriHealth Caritas
02.2019 - 01.2023
Customer Support Specialist
AbbVie/Liveops
12.2017 - 01.2019
GED Diploma -
Pershing High School
Some College (No Degree) -
University of Michigan