Senior Customer Service & Operations Leader

Denika Jenkins

Columbus, OH ***** 614-***-**** *********@*****.***

Professional Summary

Customer Service and Operations professional with over 15 years of experience in healthcare, finance, and hospitality. Skilled in managing high-volume communications, resolving complex client issues, and supporting distributed teams. Proficient in remote collaboration using Zoom, Microsoft Teams, and CRM systems. Recognized for empathy, problem-solving, and delivering positive client experiences in fast-paced environments.

Core Skills & Remote Tools

Customer Service & Call Handling

Conflict Resolution & Empathy

Time Management & Organization

Microsoft Teams Zoom Google Workspace Slack

CRM Software Scheduling Systems Microsoft Excel

Onboarding & Employee Support

Problem Solving & Adaptability

Written & Verbal Communication

Professional Experience

Outback Steakhouse Operations Manager Columbus, OH Nov 2024 – Present

• Lead daily operations including staff scheduling, training, and inventory management.

• Resolve customer concerns with professionalism and empathy.

• Ensure compliance with service standards and maintain a welcoming environment.

• Coordinate team performance and support shift transitions.

Chipotle Mexican Grill Customer Service Representative Columbus, OH Feb 2021 – Jul 2023

• Provided employee support for onboarding, benefits, and payroll inquiries.

• Demonstrated empathy and professionalism in high-volume call interactions.

• Took ownership of calls, deescalated issues, and maintained documentation.

• Followed up with staff to ensure satisfaction and issue resolution.

Aetna Healthcare Customer Service Healthcare Expert New Albany, OH Jul 2015 – Dec 2020

• Supported healthcare members nationwide via phone and digital communication channels.

• Handled 60+ calls daily while maintaining composure and clarity under pressure.

• Used CRM systems to document cases and follow up on resolutions.

• Collaborated with cross-functional remote teams to resolve escalated member issues.

• Maintained a 98% satisfaction rating based on post-call surveys.

Centene Corp (Buckeye Health Plan of Ohio) Customer Service Representative Columbus, OH Mar 2013 – May 2015

• Assisted healthcare members with benefit navigation, provider searches, and transportation coordination.

• Handled 100–200 calls daily with professionalism and compassion.

• Applied telephone etiquette and empathy in every interaction.

Discover Financial Services Collector New Albany, OH Jul 1999 – Feb 2015

• Managed outbound calls to resolve delinquent accounts and establish payment plans.

• Maintained professionalism and positive communication in sensitive financial situations.

• Demonstrated accountability and strong listening skills.

Education

High School Diploma Marion-Franklin High School Columbus, OH

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