Jenika Jacob
Roseau,Dominica
Summary
Detail-oriented team player with 14 years of Customer Service and Administrative Experience possessing strong organizational skills, successful at managing multiple priorities with a positive attitude and a high degree of accuracy.
Overview
12
12
years of professional experience
Work History
Appointment Setter
Voca CX, LLC- SmartSetter
12.2022 - 01.2023
- Acted as first point of contact and scheduled appointments with prospects on behalf of brokers
- Provided potential customers with information about the brokerage
- Scheduled follow-up calls with prospects interested in scheduling appointments at a later date.
- Managed approximately 80-100 calls daily
Remote Patient Care Coordinator
National Recalls
03.2022 - 11.2022
- Worked with patients to schedule tests and procedures ensuring timely responses to inquiries and concerns.
- Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
- Provided exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience at the clinic.
- Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
- Managed approximately 80-100 calls daily
Administrative Assistant and Customer Service Representative
Event Rental Company
06.2021 - 12.2021
- Answered multi-line phone system, scheduled services and processed payments.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Managed approximately 4 calls daily
Office Manager
Metrolocks Denver
08.2016 - 05.2021
- Handled daily administrative tasks including responding to emails, call handling and scheduling of appointments.
- Reduced scheduling conflicts and ensured timely execution of tasks through proactive rescheduling and resource allocation adjustments.
- Monitored and kept accurate record of inventory, and reordered materials as required.
- Conducted basic market research to identify customer needs.
- Monitored outstanding invoices and perform collection of account receivables.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
Customer Service Representative
Doxo
10.2019 - 12.2019
- Enhanced customer satisfaction by addressing and resolving complex inquiries about their payments and bill payment platform in a timely manner.
- Assisted customers in navigating online resources, guiding them toward self-service options when appropriate for quicker resolution times.
- Navigated multiple systems concurrently during interactions, ensuring efficient handling of inquiries without sacrificing quality or attention to detail.
- Helped customers complete payments, resolved transaction issues and also provided refunds.
- Managed approximately 80-100 calls daily
Customer Account Executive
Clear Harbor Dominica (Oceanic Time Warner Cable)
06.2014 - 02.2016
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Provided billing support by explained billing inquires, corrected billing errors , payment processing and also applied credits and promotions.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues and potential sales.
- Provided Technical supports by utilizing remote access tools when necessary to diagnose problems quickly, minimizing downtime for clients'' systems.
- Achieved daily sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Evaluated customers' potential needs to make appropriate recommendations.
Labor Force Core Welfare Indicators Survey Supervisor
Dominica-Central Statistics Office
04.2013 - 05.2013
- Oversaw the timely completion of survey by enumerators during the survey period.
- Review entry forms and perform minor administrative duties regarding assigned enumerators.
- Conducted thorough analyses of collected data, presenting findings in clear reports.
- Maintained accurate records of completed surveys, allowing for easy retrieval when necessary for future reference or analysis.
Customer Account Executive
Clear Harbor Dominica (Comcast)
08.2010 - 01.2013
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Provided billing support by explained billing inquires, corrected billing errors , payment processing and also applied credits and promotions.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues and potential sales.
- Provided Technical supports by utilizing remote access tools when necessary to diagnose problems quickly, minimizing downtime for clients'' systems.
- Achieved daily sales targets consistently by implementing effective sales strategies and maintaining a high level of product knowledge.
- Evaluated customers' potential needs to make appropriate recommendations.
Education
Associate of Arts - Business Administration
Dominica State College
Dominica06.2011
GED -
Dominica Grammar School
Dominica06.2007
Skills
- Multitasking
- Computer skills
- Customer service experience
- Team worker
- Microsoft Office knowledge
- CRM Software
- Problem-Solving abilitie
- Critical Thinking
- Interpersonal Skills
- Detail Oriented
- Conflict Resolution
- Order Processing
Languages
English
Native language
Timeline
Appointment Setter
Voca CX, LLC- SmartSetter
12.2022 - 01.2023
Remote Patient Care Coordinator
National Recalls
03.2022 - 11.2022
Administrative Assistant and Customer Service Representative
Event Rental Company
06.2021 - 12.2021
Customer Service Representative
Doxo
10.2019 - 12.2019
Office Manager
Metrolocks Denver
08.2016 - 05.2021
Customer Account Executive
Clear Harbor Dominica (Oceanic Time Warner Cable)
06.2014 - 02.2016
Labor Force Core Welfare Indicators Survey Supervisor
Dominica-Central Statistics Office
04.2013 - 05.2013
Customer Account Executive
Clear Harbor Dominica (Comcast)
08.2010 - 01.2013
Associate of Arts - Business Administration
Dominica State College
GED -
Dominica Grammar School
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