Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jenika Almarales

Summary

Boost customer satisfaction by analyzing and improving procedures to capitalize on emerging trends and integrate new approaches. Proactive in updating training programs and policies to prevent lags and maintain industry-leading service levels. Highly analytical and objective with methodical approach.

Overview

9
9
years of professional experience

Work History

Senior Customer Service Supervisor

MDLIVE
Miramar, FL
09.2022 - Current
  • Provided guidance and support to customer service representatives in resolving complex customer inquiries.
  • Developed and implemented processes to streamline customer service operations.
  • Maintained an updated knowledge base of frequently asked questions used by the customer service team.
  • Responded promptly to emails from customers regarding their inquiries or concerns.
  • Researched escalated customer complaints and worked with other departments to resolve issues quickly and efficiently.
  • Trained new customer service representatives on company policies and procedures.
  • Handled escalated matters concerning difficult customers while maintaining a professional demeanor.
  • Created reports analyzing customer feedback data, identified areas of improvement, and developed strategies for resolution.

Customer Service Supervisor

MDLIVE
Miramar, FL
04.2021 - 09.2022
  • Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers.
  • Performed quality assurance audits on completed transactions by reviewing recordings of phone conversations between customers and agents.
  • Supervised and trained customer service staff to ensure excellent customer service delivery.
  • Analyzed feedback from customers to identify trends in order to improve the overall quality of services provided by the department.
  • Recruited qualified personnel when needed for open positions within the department.

Quality Analyst

MDLIVE
Sunrise, FL
05.2019 - 04.2021
  • Maintained records of inspection results, test data, and other relevant information.
  • Implemented corrective actions when necessary to improve overall product quality.
  • Provided thorough documentation on all quality control activities and results.
  • Trained personnel on proper use of tools, equipment, materials, and software used for quality assurance purposes.
  • Assisted in the development of Quality Assurance procedures and protocols.
  • Ensured compliance with company standards, regulations and procedures related to quality control.
  • Reviewed and analyzed customer feedback to identify areas of improvement in product quality.

Health Service Rep

MDLIVE
Sunrise, FL
11.2016 - 05.2019
  • Assisted patients with scheduling appointments and registering for services.
  • Documented all patient encounters in electronic medical record systems in compliance with HIPAA regulations.
  • Provided patient education on a variety of health topics.

Education

Some College (No Degree) - Business Administration And Management

Florida Memorial University
Miami, FL

Skills

  • Employee training
  • Team leadership
  • Conflict resolution
  • Quality assurance
  • Customer relationship management
  • Policy implementation
  • Performance monitoring
  • Customer service
  • Effective communication
  • Cross-department collaboration
  • Customer satisfaction
  • Policy enforcement
  • Professionalism and etiquette
  • Innovation and creativity
  • Staff motivation
  • Call center experience
  • Workload management
  • Stress tolerance

Timeline

Senior Customer Service Supervisor

MDLIVE
09.2022 - Current

Customer Service Supervisor

MDLIVE
04.2021 - 09.2022

Quality Analyst

MDLIVE
05.2019 - 04.2021

Health Service Rep

MDLIVE
11.2016 - 05.2019

Some College (No Degree) - Business Administration And Management

Florida Memorial University

Similar Profiles

CREATE PROFILE
Jenika Almarales