Jhemare Densmore
Henderson
Summary
Experienced customer success and support professional with 5+ years of experience in high-volume, omnichannel environments. Proven track record in managing customer relationships, resolving complex technical issues, and driving operational efficiency. Skilled in CRM systems, such as Salesforce, Zendesk, and ADP. Skilled in case management, recruiting coordination, benefits and FMLA and ADA leave/ accommodation consulting and fraud investigation. Adept at working cross-functionally with leadership, providing white-glove service, and maintaining top-tier performance metrics including first-response time, resolution rate, and customer satisfaction. Known for adaptability, clear communication, and a proactive approach in remote and in-office roles. Authorized to work in the US for any employer.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Care Associate
Sunbit
Las Vegas, NV
01.2026 - Current
- Handle 70-100 inbound calls daily, assisting customers and retail partners with account inquiries, payments, and product-related questions.
- Deliver exceptional customer service by resolving issues promptly, professionally, and with empathy.
- Troubleshoot customer concerns and provide effective solutions while ensuring a positive experience.
- Manage escalated calls with patience and professionalism, utilizing de-escalation techniques to maintain customer satisfaction.
- Follow established procedures and scripts to ensure accuracy, compliance, and consistency across all interactions.
- Conduct follow-up communication with customers and business partners to ensure timely resolution and continued support.
- Accurately document customer interactions and account information while maintaining strict confidentiality.
- Demonstrate strong multitasking abilities by navigating multiple systems and handling high call volumes in a fast-paced call center environment.
- Collaborate with internal teams to address complex issues and provide seamless customer support.
- Maintain a high level of attention to detail and consistently meet productivity, quality, and service standards.
- Utilize strong typing and computer skills to efficiently manage customer accounts and document interactions.
Inside Sales Coordinator
Mad Dogg Athletics, Inc
Las Vegas, NV
03.2025 - 03.2026
- Built and maintained strong relationships with clients and internal teams to ensure successful order fulfillment and customer satisfaction.
- Coordinated across departments (warehouse, logistics, vendors) to resolve issues and improve outcomes.
- Managed high-volume workflows while maintaining accuracy, organization, and timely follow-through.
- Identified process improvement opportunities to increase efficiency and reduce delays.
- Communicated clearly with stakeholders to align expectations and deliver results.
Fraud Investigation Specialist
Barclaycard
09.2023 - 07.2024
- Managed assigned case volume to meet departmental quality and quantity standards.
- Identified service delivery failures and escalated impactful issues to leadership.
- Investigated new fraud claims and pursued recovery opportunities to reduce net losses.
- Performed timely account handling, maximizing recovery efforts and improving financial outcomes.
- Operated in a multi-tasking, blended phone and casework environment, utilizing ICIMS and ATS to streamline processes and enhance productivity.
- Contacted customers, merchants, and authorities to resolve fraud cases, leading to successful recovery of funds and prevention of further fraudulent activities.
- Evaluated all available channels to resolve claims effectively per fraud guidelines.
- Reviewed accounts for potential Suspicious Activity Reports (SARs) and submitted referrals.
- Ensured compliance with internal policies, standards, and regulatory requirements, maintaining the integrity and trustworthiness of the fraud investigation process.
Luxury Travel Reservations Agent
Ten Group
02.2023 - 10.2023
- Responded promptly and professionally to member inquiries via phone and other channels.
- Designed and managed customized luxury travel itineraries, including flights, lodging, transportation, dining, and activities.
- Provided expert recommendations on luxury destinations, experiences, and products, leading to enhanced client experiences and positive feedback.
- Resolved member complaints with professionalism and ensured satisfactory outcomes, contributing to increased member loyalty and trust.
- Built and maintained strong relationships with members, vendors, and partners.
- Stayed informed on trends in luxury travel, hospitality, and lifestyle to enhance service.
- Maintained accurate records of interactions and transactions in the CRM system.
- Consistently met or exceeded performance targets and service level agreements, contributing to improved team efficiency and client satisfaction.
Accommodations Case Manager
Amazon.com
04.2020 - 07.2023
- Advocated for employees by managing workplace accommodation cases in compliance with ADA policies.
- Conducted one-on-one conversations with employees to assess needs and develop solutions.
- Partnered with leadership, HR, and healthcare providers to implement fair outcomes.
- Navigated sensitive situations with professionalism, empathy, and confidentiality.
- Managed high-volume caseloads while meeting strict deadlines and documentation standards.
Team Leader/Workforce Management
American Express Platinum Travel
Las Vegas, NV
12.2016 - 03.2020
- Oversaw daily contact center operations and workforce management activities, ensuring proper staffing levels and adherence to service level targets.
- Utilized Verint Workforce Management tools to review schedules, monitor agent adherence, and coordinate shift coverage adjustments based on real-time call volume.
- Monitored call queues, service levels, and agent performance dashboards to maintain operational efficiency and prevent backlogs.
- Managed schedule changes, shift swaps, PTO requests, and coverage adjustments to ensure consistent staffing and queue stability.
- Partnered with leadership and operations teams to align staffing strategies with forecasted call demand and business priorities.
- Provided real-time floor support to agents during complex or escalated calls, ensuring high-quality customer experience.
- Conducted call monitoring, coaching sessions, and performance reviews to improve agent productivity and service quality.
- Facilitated team meetings to communicate policy updates, operational changes, and performance metrics.
- Maintained operational reporting and performance tracking to identify opportunities for process improvement and workforce optimization.
Customer Support & Chat Support Representative
Google Fi
Las Vegas, NV
11.2014 - 12.2016
- Delivered support to customers through phone, live chat, and email channels, resolving billing, technical, and account-related issues.
- Managed multiple customer conversations simultaneously while maintaining accuracy, empathy, and high customer satisfaction.
- Guided customers through troubleshooting steps and provided clear explanations of products, services, and policies.
- Maintained detailed CRM documentation and case notes to ensure continuity and timely follow-up.
- Collaborated with cross-functional teams to resolve complex issues and improve the customer experience.
- Consistently met quality, productivity, and response time expectations in high-volume support environments.
Education
GED -
Washtenaw Community College
06-2002
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Itt Technical Institute
Las Vegas, NV10-2004
Skills
- Complaint handling
- Call center experience
- Reporting and analysis
- Coaching and mentoring
Certification
- Driver's License
- Certified Fraud Examiner
- CPR Certification
Timeline
Customer Care Associate
Sunbit
01.2026 - Current
Inside Sales Coordinator
Mad Dogg Athletics, Inc
03.2025 - 03.2026
Fraud Investigation Specialist
Barclaycard
09.2023 - 07.2024
Luxury Travel Reservations Agent
Ten Group
02.2023 - 10.2023
Accommodations Case Manager
Amazon.com
04.2020 - 07.2023
Team Leader/Workforce Management
American Express Platinum Travel
12.2016 - 03.2020
Customer Support & Chat Support Representative
Google Fi
11.2014 - 12.2016
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Itt Technical Institute
GED -
Washtenaw Community College