Jessica Happy
Douglas
Summary
Customer service professional with strong background in delivering exceptional support and customer satisfaction in high-volume environments. Known for excellent communication skills and ability to resolve issues promptly. Highly collaborative and adaptable, ensuring team success and consistently meeting targets.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Call center Representative
Automated Health Systems
07.2023 - Current
- Maintained a high degree of professionalism and empathy during difficult calls, providing emotional support to distressed patients while addressing their concerns.
- Maintained accurate patient records with diligent data entry and effective communication with healthcare professionals.
- Educated patients on available resources, such as financial assistance programs or support groups relevant to their conditions.
- Demonstrated adaptability by quickly learning new software systems used for managing patient accounts and medical information.
- Upheld strict confidentiality standards regarding sensitive patient information in accordance with HIPAA regulations.
- Cross-trained and backed up other customer service managers.
Call Center Representative
BNY Mellon
12.2019 - 11.2022
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
Instructor
Evergreen Center
08.2018 - 10.2019
- Tracked student progress, frequently checking in with struggling students and identifying root causes of problems.
- Promoted classroom safety, collaboration, and best practices.
- Participated in case reviews and treatment team meetings, providing valuable input based on direct observations of patient progress and needs.
- Assisted in crisis intervention efforts, successfully deescalating high-risk situations while maintaining safety for all involved parties.
- Collaborated closely with healthcare providers in coordinating treatment plans for patients with co-occurring medical conditions impacting their behavioral health outcomes.
Customer Service Associate
Cumberland Farms
07.2017 - 06.2018
- Streamlined checkout processes by multitasking between register duties, bagging items, and engaging with customers simultaneously.
- Managed returns and exchanges, maintaining professionalism while adhering to company policies.
- Kept inventory well-stocked at the front end displays, making it easy for customers to find popular items quickly.
- Handled high-volume cash transactions accurately, ensuring proper handling of both cash and credit payments.
- Positively impacted employee morale by mentoring newer staff members on company values and expectations regarding customer service excellence.
Customer Service Representative
EZPass
01.2017 - 05.2017
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
- Maintained a high level of integrity and confidentiality when handling sensitive customer information, ensuring data privacy compliance.
- Supported peers through knowledge sharing, collaboration efforts resulting in an enhanced team dynamic and heightened productivity levels.
Intern
Douglas Primary School
01.2016 - 05.2016
- Supported classroom maintenance and upkeep, organizing books, and materials.
- Helped with grading assignments and tests, providing constructive feedback to students based on results.
- Facilitated activities in small groups to reinforce concepts taught by class teacher.
- Copied, organized and distributed classroom assignments or other paperwork.
Intern
Sutton Senior Center
09.2015 - 11.2015
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
- Sorted, stocked and organized shelves with food for easy access by other volunteers.
- Assisted in food distribution for increased community reach and support.
- Enhanced pantry efficiency by organizing food items and maintaining a clean workspace.
Education
Associate of Science - Health Care Management
Penn Foster College
Scottsdale, AZ03-2026
Some College Credits - Criminal Justice
Quinsigamond Community College
Worcester, MA05.2018
High School Diploma -
Douglas High School
Douglas06.2016
Skills
- Health record management
- Confidentiality compliance
- Customer service
- Crisis intervention
- Quality assurance
- Data entry
- Patient confidentiality
- Medical terminology proficiency
- Record keeping
- Helping students with special needs
- Small group and individual assistance
Personal Email
jhappy9020@gmail.com
Certification
- Supervisory Skills for industrial workplace (Penn Foster Collage) 2026 March
Timeline
Call center Representative
Automated Health Systems
07.2023 - Current
Call Center Representative
BNY Mellon
12.2019 - 11.2022
Instructor
Evergreen Center
08.2018 - 10.2019
Customer Service Associate
Cumberland Farms
07.2017 - 06.2018
Customer Service Representative
EZPass
01.2017 - 05.2017
Intern
Douglas Primary School
01.2016 - 05.2016
Intern
Sutton Senior Center
09.2015 - 11.2015
Associate of Science - Health Care Management
Penn Foster College
Some College Credits - Criminal Justice
Quinsigamond Community College
High School Diploma -
Douglas High School
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