Customer Success Professional

Jeevitha Ananthan

Durham, NC ***** 919-***-**** ********.********@*****.***

Dynamic and result-oriented professional with a diverse background in customer support, quality assurance, and operations management

Results-driven professional offering 5+ years of experience spanning diverse roles in customer-centric sectors. Skilled in sales support, client engagement, operational efficiency, and service excellence. Seeking a position in client-centered roles for an organization that will utilize my experience and assist me with personal growth as well as advancement opportunities.

HIGHLIGHTS

CRM

Zendesk

Training Delivery

Salesforce

Data Management

Problem Solving

Presentation Skills

Product Knowledge

Slack

Communication Skills

Critical Thinking

Tech Savvy

Multitasking

Time Management

Organization Skills

Microsoft Office/G-Suite

PROFESSIONAL EXPERIENCE

Care Coordinator (Contract) Nov 2024-Present

Mercalis, Morrisville, NC

Advocate for patients regarding eligibility requirement, program enrollment, affordability support, and general access for prescribed therapy.

Demonstrate strong working knowledge with ability to understand and explain benefits offered by all payer types including private/commercial and government such as Medicare/Medicaid.

Provide unparalleled customer service, with attention to detail, while serving as a brand advocate and program representative ensuring quality outcomes.

Collaborate with all levels of Program Management on a day-to-day basis to maintain communication and share awareness regarding patient status, prescriber feedback/satisfaction, coordination challenges, and Program effectiveness.

Operations Coordinator (Part Time) Nov 2023-Present Courtyard by Marriott, Chapel Hill, NC

Assist service personnel with resolving guest inquiries or issues, ensuring smooth operations and minimizing guest dissatisfaction.

Manage office tasks, including filing and handling phone inquiries, reducing average resolution time by 20% through proactive follow-up and problem solving.

Maximize room revenue and occupancy levels through suggestive selling and yield management techniques.

Exhibit a commitment to achieving a 95% client satisfaction rating based on feedback surveys by ensuring all requests are addressed comprehensively, and escalating issues promptly when necessary. Point of Sale Support Analyst

Shift4, Morrisville, NC Apr 2023 – May 2024

Provide swift and accurate diagnostics for over 900 merchant and sales representative inquiries per month through phone, chat, and email regarding credit card terminal issues, resolving problems in real-time.

Demonstrate exceptional active listening and systematic questioning skills to understand nuanced customer needs, improving satisfaction scores by 15%.

Identify recurring terminal performance flaws using root cause analysis, rectifying through targeted software patches and hardware upgrades.

Train new team members on diagnostic procedures and customer service best practices, enhancing team performance.

Quality Control/Quality Assurance Analyst

United Healthcare (United Health Group), Greensboro, NC Sep 2021 – Apr 2023

Facilitated understanding of complex claims, prior authorizations, appeals, insurance verifications, and dental benefits like commercial, Medicare, and Medicaid for members and providers improving customer satisfaction by 20%.

Collaborated with colleagues and supervisors, ensuring superior customer service through effective teamwork.

Assumed charge of quality assurance, promoting a consistent standard of service across all customer interactions.

Conducted regular training sessions for team members on QA protocols and customer interaction procedures.

Analyzed quality metrics, contributing to the continuous improvement of customer service standards. Leasing & Marketing Consultant

Audubon Apartment Communities, Carrboro, NC Nov 2020 – Aug 2021

Streamlined tour schedules and enhanced customer engagement through the creation of compelling digital promotions.

Managed property management software for efficient tracking of lease paperwork, move-out notices, and maintenance requests.

Led communication strategies, organized property tours, and crafted effective advertisements for diverse platforms.

Improved lease conversion rates by 15% through effective marketing and customer service strategies. Guest Services Representative

Courtyard by Marriott International, Durham, NC Sep 2019 – Oct 2020

Fostered and maintained positive relationships with clients, contributing to an increase in repeat customers by 20%.

Managed a $500 cash drawer, reflecting a commitment to excellent service and financial responsibility.

Oversaw guest experiences in a 117-room luxury boutique hotel, providing necessary resources and support to new employees.

Fellow, Summer Institute of Emerging Managers and Leaders University of California Berkeley, CA May 2018 – Jun 2018

Selected as one of 25 fellows from hundreds of candidates, actively participated in workshops and case studies to enhance business and leadership skills.

Collaborated with peers on team projects, presenting to a panel of 15 industry professionals and honing teamwork and communication skills.

Career Development Coordinator

North Carolina Central University Career Services, Durham, NC Aug 2017 – May 2018

Organized career-focused initiatives and events, provided resume assessments and career guidance to students.

Conducted workshops and seminars for students on career development and job search strategies.

Provided individual career counseling to students, helping them identify career goals and develop actionable plans. Eagle Dining Junior Marketing Specialist

Sodexo, Durham, NC May 2017 – Sep 2019

Organized events and food truck rodeos with 500+ attendees, achieving significant sales.

Streamlined onboarding process for new students, explaining meal plans and dining options.

Led Marketing Department operations, including website updates, social media management, and event planning. Activities Coordinator

Carolina Meadows, Chapel Hill, NC Mar 2015 – May 2017

Organized various community events, using effective communication and leadership skills to help residents grow socially, educationally, and in terms of their wellness.

Ensured a smooth collaboration between seniors and community volunteers, using strong communication and leadership skills.

EDUCATION

B.S. Hospitality and Tourism Management

North Carolina Central University- Durham, NC

Hospitality & Tourism Administration Award for Senior with the Highest Cumulative GPA May 2019

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