JERMEKA DENZMORE
Nashville,TN
Summary
Customer service professional with extensive experience managing support teams and improving operational efficiency. Recognized for promoting team collaboration and achieving results. Consistently adaptable to changing needs and skilled in conflict resolution and staff training.
Overview
9
9
years of professional experience
Work History
Customer Service Supervisor
Automated Health Systems
03.2023 - Current
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Completed bi-weekly payroll for 32 employees.
Team Lead
Automated Health Systems
03.2022 - 03.2023
- Coached team members in techniques necessary to complete job tasks.
- Trained new team members by relaying information on company procedures and quality requirements.
- Worked on different projects to provide optimal coverage and meet production goals.
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Prioritized projects and project tasks depending upon key milestones and deadline dates.
Eligibility Specialist II
Automated Health Systems
03.2021 - 03.2022
- Surpass performance goals by approaching interactions with resourcefulness, organization and customer-centric solutions.
- Reinforced established quality control standards and followed procedures for optimal customer interactions.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Trained new personnel regarding company operations, policies and services.
Subject Matter Expert/Customer Service Chat Representative
Sutherland Global Services
08.2019 - 02.2021
- Assisted mangers with coaching and mentoring of new employees.
- Resolved challenging customer complaints to full satisfaction, promoting brand loyalty and maximizing repeat business.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Trained staff on operating procedures and company services.
- Handled inbound customer chat conversations from various websites.
Optometry Technician
Target Optical
12.2016 - 08.2019
- Greet patients, answer phones and schedule appointments; assist Optometrist in examination and treatment of patients; prepare patients and perform routine visual tests and procedures.
- Verify patient insurance and billing information; resolve all patient claim issues and de-escalated items.
- Clean and maintain all optical instruments for preliminary testing and diagnostics.
- Teach patient handling care of frames and contact lenses.
- Ensured accurate measurements were recorded during frame fittings to guarantee a comfortable fit for all customers.
Education
ASSOCIATES OF APPLIED SCIENCE - NURSING-PRESENT
Houston Community College
Houston, TX12.2023
Skills
- Results-driven service professional
- Team leadership
- Conflict resolution
- Strong verbal and non-verbal communication
- Effective conflict resolution
- Customer experience enhancement
- Coaching and guidance
- Effective team leadership
Languages
English
Full Professional
Timeline
Customer Service Supervisor
Automated Health Systems
03.2023 - Current
Team Lead
Automated Health Systems
03.2022 - 03.2023
Eligibility Specialist II
Automated Health Systems
03.2021 - 03.2022
Subject Matter Expert/Customer Service Chat Representative
Sutherland Global Services
08.2019 - 02.2021
Optometry Technician
Target Optical
12.2016 - 08.2019
ASSOCIATES OF APPLIED SCIENCE - NURSING-PRESENT
Houston Community College
Similar Profiles
Teirra BrownTeirra Brown
Customer Service Specialist at Automated Health Systems Inc.Customer Service Specialist at Automated Health Systems Inc.
Marty L. MostellerMarty L. Mosteller
Technical Support Specialist at Automated Health SystemsTechnical Support Specialist at Automated Health Systems
Diamond LambDiamond Lamb
Customer Service Representative at Automated Health Systems Inc.Customer Service Representative at Automated Health Systems Inc.
Caroline UppCaroline Upp
Commercial Account Manager at Dell TechnologiesCommercial Account Manager at Dell Technologies
Boyd StithemBoyd Stithem
Account Manager — Rocky Mountain Territory at Philips HealthcareAccount Manager — Rocky Mountain Territory at Philips Healthcare