Summary
Work History
Education
Skills
Timeline
Generic

Jessica A. Nance

Rhome,Texas

Summary

Positive, organized, and solution-focused, bringing solid foundation in administrative tasks and customer relations. Possesses keen understanding of customer service principles and adept at managing office operations efficiently. Dedicated to enhancing customer satisfaction and streamlining processes for optimal office performance.

Work History

Customer Service Manager

Pinyan International
02 2022 - 12 2024
  • Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
  • Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Developed new scripts and guidelines for team members, resulting in more consistent messaging and better overall communication with customers.

Medical Service Coordinator

Optum, UnitedHealth Group
01 2021 - 06 2023
  • Streamlined appointment scheduling process, ensuring timely access to care for patients in need.
  • Provided prompt feedback to supervisors concerning potential issues or trends affecting overall call center operations or patient satisfaction levels.
  • Maintained a high degree of professionalism and empathy during difficult calls, providing emotional support to distressed patients while addressing their concerns.
  • Upheld strict confidentiality standards regarding sensitive patient information in accordance with HIPAA regulations.
  • Prioritized urgent matters while multitasking, ensuring that critical issues were addressed promptly and accurately.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.

Resort Manager

North-Side Marina and Resort
05 2018 - 01 2021
  • Recruited trained, and mentored staff members to maintain a high standard of service quality.
  • Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
  • Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
  • Developed comprehensive policy manuals outlining procedures and guidelines, contributing to a well-organized workplace culture.
  • Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
  • Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
  • Handled high volumes of incoming calls professionally while multitasking other administrative tasks essential to the role.

Assistant General Manager

Dollar General
02 2014 - 05 2018
  • Handled cash accurately and prepared deposits.
  • Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
  • Increased customer satisfaction by addressing and resolving concerns in a timely manner.
  • Ensured compliance with all health department regulations by implementing strict sanitation guidelines throughout the establishment.
  • Maintained well-controlled business inventory with minimal losses by enforcing solid monitoring and management structures.

Customer Service Office Manager

Nance and Son Painting
05 2004 - 03 2012
  • Implemented a new CRM system, streamlining data management and improving access to critical customer information.
  • Successfully resolved escalated customer issues by maintaining professionalism and demonstrating empathy towards clients'' concerns.
  • Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
  • Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
  • Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
  • Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
  • Promoted teamwork among colleagues by proactively assisting others when needed.
  • Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.

Education

Highschool Diploma -

Martin Highschool
05.2004

Skills

  • Staff Management
  • Active Listening
  • Excellent Communication
  • Data Entry
  • Clerical Support
  • Good Telephone Etiquette
  • Decision-Making
  • CRM Software Proficiency
  • Attention to Detail
  • Cash Handling
  • Logging call information
  • Documentation and reporting
  • Customer service optimization
  • Till counting
  • Client communication
  • Customer Relationship Management
  • Inbound phone calls
  • Quality assurance
  • Stocking and replenishing
  • POS systems expert
  • Key holder experience
  • Recordkeeping strengths
  • Medical terminology knowledge
  • Professional telephone demeanor

Timeline

Customer Service Manager

Pinyan International
02 2022 - 12 2024

Medical Service Coordinator

Optum, UnitedHealth Group
01 2021 - 06 2023

Resort Manager

North-Side Marina and Resort
05 2018 - 01 2021

Assistant General Manager

Dollar General
02 2014 - 05 2018

Customer Service Office Manager

Nance and Son Painting
05 2004 - 03 2012

Highschool Diploma -

Martin Highschool

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Jessica A. Nance