Customer Service Manager

Jennifer Briggs

Program Coordinator with Customer Service Skills

Dallas, TX

*************@*******.*** - 469-***-****

Knowledgeable professional with a unique combination of customer service and program management

experience. Proven ability to communicate effectively with potential clients and support staff in order to provide

the best quality of service.

WORK EXPERIENCE

Customer Support Lead; Customer Relations Associate

Edmentum Inc - September 2011 to Present

Identify and provide solutions to customer trends. Lead projects and project teams. Mentor, train and coach

new representatives. Identify departmental training needs for product suites and department processes.

Create training documents and presentations. Serves as product level expert for the Reading Eggs online

reading program. Handle technical and non-technical escalations. Assist clients with Edmentum web based

learning products via email, phone, or chat system. Document and maintain client interactions through case

management system.

Manager of Dysplasia and Sterilization Services

Planned Parenthood of North Texas Inc - April 2010 to July 2011

Coordinate the daily operations of dysplasia and sterilization services for seven health sites. Assist the Medical

Director with the weekly review of client records. Communicate with the contracted M.D. and/or APN staff

about dysplasia services and sterilization services. Train incoming staff on dysplasia services protocol. Assist

with development of dysplasia protocol. Compile all monthly dysplasia statistics for all heath centers.

Assistant Manager; Patient Advocate

Planned Parenthood Surgical Health Services of North Texas Inc - May 2007 to April 2010

Assist with staff training and development. Assist with client and staff scheduling. Consult with manager on the

necessity for additional staff training. Greet patients. Obtain patient medical history. Schedule appointments.

Educate and counsel clients about sexual health. Maintain and organize client medical records. Educate clients

about family planning services and contraception. Complete clinic revenue reports.

EDUCATION

Master of Arts in Human Resources Training and Development

Amberton University

2013 to 2015

Bachelor of Arts in Psychology

University of North Texas

SKILLS

Microsoft Word, PowerPoint, Excel, Outlook, OneNote, Lync, GoTo Assist, Salesforce, Screen Connect,

Camtasia, SnagIt, Snipping Tool.

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