Davenetta Russell
Memphis
Summary
Friendly and prompt Customer Care Manager with good skills using phone, computer and office equipment. Strong multitasking, communication and interpersonal skills. Unsurpassed mathematical skills and finesse handling front office operations.
Overview
13
13
years of professional experience
Work History
Customer Care Manager
Lifesigns
08.2019 - Current
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Created customer support strategies to increase customer retention.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Scheduled and attended meetings with clients and prospective clients as requested.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
- Managed department call volume of calls per day and coordinated department schedules to maximize coverage during peak hours.
Front Desk Representative
TownePlace Suites By Marriott
05.2020 - Current
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Transcribed phone messages and relayed to appropriate personnel.
- Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
Customer Care Team Leader
Lifesigns
11.2010 - 08.2019
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Navigated multiple computer systems and applications to find information.
- Made contact with insurance carriers to discuss policies and individual patient benefits.
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
Education
High School Diploma -
Westwood High School
Memphis, TN05.1993
Skills
- Welcoming Guests
- Multi-Line Phone Systems
- Greeting Guests
- Correspondence Management
- Proficient in software
- Staff Mentoring
- Data Tracking
- Account Updates
- Report Preparation
- Schedule Management
- Training Programs
- Customer Service
- Staff Management
- Team Development
- Team Leadership
- Hiring and Training
- Staff Training
- Administration and Reporting
- Computer Skills
Timeline
Front Desk Representative
TownePlace Suites By Marriott
05.2020 - Current
Customer Care Manager
Lifesigns
08.2019 - Current
Customer Care Team Leader
Lifesigns
11.2010 - 08.2019
High School Diploma -
Westwood High School
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