Customer Experience & User Operations Specialist
Resume:
Danielle
Davis
User Operations &
Customer Experience
Danielle Davis
Marion, OH 43302
*****.*******@*****.***
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Skills
Customer Experience professional with over 10 years of experience specializing in elite customer support and Enterprise Client Interaction and Management. Expert in utilizing CRM systems such as Intercom and Zendesk to resolve complex issues through advanced problem-solving and exceptional
communication skills. Proven track record in consistently meeting metrics goals while maintaining premium service levels, quality control, and translating technical concepts for non-technical users.
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Experience
Mercor / Contractor - AI Training and Quality Control November 2025 - Present, Remote
-Training AI models for a top AI lab, specializing in Supervisors of Office and Administrative Support.
-Promoted to Quality Control within my second month due to consistent high-quality work submissions.
Thirty Madison / Customer Experience Specialist
July 2021 - October 2025, Remote
-Served as a customer experience representative for high-volume patient support operations, while maintaining a 95+ NPS and CSAT.
- Resolved customer inquiries over multiple channels such as email, phone, live chat, SMS, and social media while maintaining empathy and professionalism.
-Collaborated with product and engineering teams to translate complex technical concepts and API integrations into clear, actionable resolutions for non-technical users.
- Regularly updated our reference guide in Notion, keeping SOP and processes up to date, and our macros in Zendesk to ensure they consistently aligned with policy.
-Worked closely with the clinical team, documenting patient visits and concerns while, utilizing strong organizational skills to ensure HIPPA compliance.
Osborne Business Solutions/ Business Development Associate June 2012 - July 2018, Hybrid Ohio
-Collaborated with leadership to design a scalable support process and implement CRM system improvements using Salesforce and Hubspot to manage enterprise customer data.
-Handled multiple projects simultaneously from start to finish while maintaining accuracy and professionalism.
-Utilize elite communication skills to deliver technical product training, ensuring confident software adoption and long-term retention for diverse client portfolios.
-Refined client outreach strategies that expanded the customer base and increased recurring revenue through proactive problem-solving and account management.
-Documented sales workflows and managed a team of
representatives to provide seamless accounting and payroll software support to enterprise-level SMBs.
Frederick C. Smith Clinic/ Medical Assistant - Outpatient Physical Therapy
May 2008 - June 2012, On-site Ohio
-Supported daily operations in a fast-paced outpatient physical therapy department, assisting patients, providers, and clinical staff with efficient visit flow and care coordination.
-Managed patient intake, appointment scheduling and preparation, documentation, and follow-up tasks while maintaining a high level of accuracy and professionalism.
-Used Epic EMR to update patient records, verify information, document visit summaries, and support clinical and administrative workflows.
-Assisted with medical billing process, including verifying insurance information and coverage, supporting claims-related documentation, and helping to ensure accurate charge entry and billing records.
-Maintained and organized department data using Microsoft Excel, including tracking patient information, schedules, reports, billing-related details, and operational updates.
-Coordinated therapy appointments, provider schedules, referrals, patient communication, and follow-up needs to support a smooth outpatient care process.
-Demonstrated strong technical adaptability by quickly learning and navigating EMR systems, billing and medical transcription tools, scheduling platforms, spreadsheets, and internal healthcare systems.
-Collaborated closely with physical therapists, billing team, and administrative staff to support patient-centered care and timely service delivery.
-Protected patient confidentiality and followed HIPAA-compliant processes when handling all patient data and sensitive health information.
-Balanced multiple priorities in a high-volume clinic while maintaining accuracy, empathy, professionalism, and strong attention to detail.
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Education
University of Maryland Global/ Bachelor of Science Data Science August 2024 - Present, Remote
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Additional
Skills
Core Competencies: Customer Support, Enterprise Customers, Project Management, Problem-Solving, Organizational Skills, Communication Skills, Technical Support Translation, Medical Billing Assistance, Accurate Documentation
Tools & Platforms: Intercom, Zendesk, Epic EMR, API, CRM systems, Salesforce, Hubspot, Asana, Jira, Slack, Notion, Monday, Stripe, Payroll & Accounting Software, G-Suite, Microsoft Excel, and more Operations & Compliance: HIPAA Compliance, Healthcare and Telehealth Operations, Process Improvement, Data Analysis, KPI Tracking, User Adoption, Multi-channel Support, Quality Assurance
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