Jessica Davis

Dedicated Behavioral Health Customer Service Advocate with a strong track record of delivering compassionate, solution-focused support to members. Recognized for exceptional customer service, mentoring new hires, and consistently achieving top performance metrics. Skilled in conflict resolution, complex benefits navigation, and advocating for process improvements that enhance both employee training and member experience.
* Consistently deliver high-quality customer service with 100% customer survey ratings, including a peak month of 170 perfect surveys
* Independently resolve member concerns without requesting supervisor escalation
* Mentor and support new hires, resulting in positive customer service feedback regarding mentee performance
* Advocate for enhancements to new hire training processes to improve clarity and comprehension of policies and performance
* Achieved top audit scores every month throughout the year
* Recognized as a Spotlight employee in town hall for exceptional service and trust-building behaviors
* Demonstrate Heart at Work behaviors by inspiring trust, putting people first, creating simplicity, and championing safety and quality
* Assist colleagues with complex or challenging member questions, providing guidance and support to ensure accurate and timely resolutions

Delivered an exceptional customer service experience, resolving issues and share benefits of additional services to all customers. Became Nexstar certified
Recognized for being positive, intuitive, and client-eccentric.
Developed highly empathetic, client relationships and earned reputation for exceeding service standard
Assumed decision making responsibilities for entire company during weekend hours remotely.
Followed through on all critical inter-departmental escalations to increase customer retention.
Improved sales abilities and product knowledge on a continuous basis to provide optimal service and achieve quotas.
Used CRM to track clients history information schedule new appointments.
Outbound calling to schedule preventative maintenance appointments.
Tracked appointments scheduled via online tools

Supported customers via chat and email with the ability to transition to phone support when needed for complex inquiries
• Delivered first-contact resolution and contributed to strong customer retention through efficient problem-solving and customer-centric service
• Maintained top performer status in performance metrics and customer surveys, consistently exceeding departmental expectations
• Provided ongoing professional development to colleagues, helping them strengthen their skills and apply knowledge effectively
• Trained new hires on company policies and procedures in both remote and in-store environments
• Assisted struggling agents with improving performance metrics through coaching, mentorship, and targeted support
• Sourced, screened, and interviewed potential candidates for employment, contributing to successful talent acquisition
• Conducted comprehensive onboarding and training programs for new hires across North America and Europe
• Created and maintained weekly schedules for employees and team operations to ensure optimal workflow and coverage

Responsible for maintenance of acceptable standards related to CARF Accreditation, U.S. Department
of Labor (Federal Wage and Hour Division) and other regulatory standards as appropriate.
• Provided services that contribute to the needs, meets requirements and follows referral and plan
guidelines of funding source representatives.
• Build and maintained professional relationships through excellent customer service with local funding
sources, persons served, families, employers and coworkers.
• Provided excellent customer service to address input, concerns and health/safety needs from funding
sources, persons served, families, and employers.
• Informed management team of any contact with funding source representatives.
• Followed the best practices to ensure quality service delivery and documentation for assigned caseload.
Participated in the local team – sharing tips and best practices.
• Attend staff meetings as required.
• Provided accurate and timely documentation.
• Provided documents to support accurate billing.
• Maintain detailed knowledge of entire process of providing Job Development service through billing.
• Maintained professional relationships and atmospheres following all procedures regarding health and
safety.
• Communicated and interacted with all significant people in the lives of caseload to ensure successful
employment and goals are achieved.
• Communicated weekly with the local Branch Managers to review case progress.
• Participated in local community events related to hiring and the inclusion of persons with disabilities.
• Model positive behavior, good manners, appropriate dress, social interactions, and appropriate
language.
• Maintained First Aid, CPR, other D Odd and CARF required trainings, and Capabilities service
certifications.
• Participated in professional development opportunities as requested by supervisor.