Sheena Davis-Harper
Springfield,MO
Summary
I have had roles in management, as well as staff, in customer service center and business operations. I have proven the abilities to ensure compliance and company standards are maintained, and adhered to federal and state laws in a business and work from home environment.
I have proficiently gained experience in fostering customer relationships and advocating for their needs, ensuring positive outcomes, and loyalty. I am a team player with strong organizational skills, and have the ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
22
22
years of professional experience
Work History
Senior Business Specialist
JPMorgan Chase
04.2019 - Current
- Assist small business owners with credit card financial planning.
- Ensure account is maintained and current.
- Advise of any potential additional fees, and also ensure benefits of the credit card account are maximized.
- Built strong relationships with customers to increase retention and loyalty.
- Advocate for card members' accounts that may have been taken over, stolen, or abused by initiating contact with specialized departments, andprior to doing so I ensure the account has been secured.
- Provide information to potential business owners in regards to what is needed to obtain business tax identification, license, and needed credit history information.
- Answer influx call volume in work from home setting for last 4 years.
- Provided exceptional customer service, leading to increased client retention rates and positive referrals from satisfied customers.
- Assisted clients in understanding their credit card benefits, resulting in increased usage of available perks.
- Analyzed customer feedback data to identify areas for improvement, implementing changes as needed to enhance the overall client experience.
- Recommended products and services to meet customers' credit card and banking needs.
- Researched and resolved customer complaints and disputes related to credit card accounts.
- Implemented strategies to reduce risk of credit card fraud and identity theft.
- Improved customer satisfaction by efficiently addressing and resolving credit card disputes and inquiries.
Dental Auditor/Senior Customer Service Representative
Delta Dental Of California
05.2006 - 12.2015
- Claim adjudication for payments to providers or subscribers.
- Reviewed documentation to re-evaluate claims for additional benefit payment.
- Senior customer service representative provided benefit, eligibility, claim processing information, and sent request for claims to be re-evaluated.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Answered constant flow of customer calls with minimal wait times.
Transportation Dispatch Manager
JB Hunt Transportation
12.2004 - 05.2006
- Managed a team of drivers, fostering a collaborative work environment to ensure smooth operations.
- Organized and coordinated dispatch training programs for new hires and refresher training programs for existing personnel to continuously promote company vision, values and culture.
- Promoted safety culture among drivers by reinforcing compliance with regulations and conducting regular safety meetings.
- Enhanced customer satisfaction by addressing issues promptly and providing accurate delivery updates.
- Reported to management and law enforcement operational activities and maintained current records.
Clerical/Dispatch Supervisor
Golden State Overnight
12.2001 - 04.2004
- Supervised clerical staff and drivers. Provided training focused on maximizing overall performance.
- Managed daily workloads, ensuring all available personnel were utilized effectively to meet service demands.
- Created a positive work environment through open communication channels and fostering teamwork amongst night/dispatchers and clerical staff.
- Payroll for clerical staff and ensured drivers were paid for special routes.
Education
No Degree - Sociology
Sacramento State University
Sacramento, CA01.2008
Associate of Science - Sociology
Sacramento City College
Sacramento, CA06.2007
High School Diploma -
Valley High School
Sacramento, CA06.1990
Skills
- Operations Management
- Customer Service Specialist
- Training and mentoring
- Senior Work from Home/Business Environment Customer Specialist
- Customer Communication/Advocate
- Documentation
- Workflow Analysis
- Documentation Management
- Planning and execution
Timeline
Senior Business Specialist
JPMorgan Chase
04.2019 - Current
Dental Auditor/Senior Customer Service Representative
Delta Dental Of California
05.2006 - 12.2015
Transportation Dispatch Manager
JB Hunt Transportation
12.2004 - 05.2006
Clerical/Dispatch Supervisor
Golden State Overnight
12.2001 - 04.2004
No Degree - Sociology
Sacramento State University
Associate of Science - Sociology
Sacramento City College
High School Diploma -
Valley High School