Jacob Satzer

• Provided daily care for patients admitted to Clinical Decisions Unit, ensuring a friendly environment with care and compassion for individual situations. Responsible for maintaining cleanly environment and positive interactions with all patients.

Served numerous tables of customers daily while serving drinks and meals accurately and efficiently. Excelled at learning and adapting to the menu, POS, and any menu changes. Ensured positive experiences for all customers and employees through kindness, timeliness, and reliability. Trained employees in both roles, as well as and provided help to any that may have needed it, regardless of position.

• Grew a team from less than a dozen to 50+ agents to provide premium customer support through both call and chat support for clients. Handled quality assurance for customer service and documentation, enabling our team to reach a 95% positive satisfaction rating from clients. Diligently assisted employees with concerns to support their career growth.

• Resolved 30-40 client calls per shift, providing world class customer service, ensuring issues were resolved/escalated, and documented each interaction thoroughly. Handled quality control of call documentation to ensure that client interactions were being documented correctly with appropriate detail. Gained a strong understanding of client emotions through verbal interactions, allowing for a quick diagnosis of a client’s intentions and mindset. Collaborated with management to lead workplace improvement initiatives.

(ongoing)