DaQuan Jenkins
Atlanta
Summary
Dynamic customer service leader with extensive experience at Centene Corporation, excelling in team development and operational efficiency. Proven track record in enhancing performance through innovative training strategies and effective communication. Skilled in conflict resolution and proficient in Microsoft Office Suite, driving continuous improvement and fostering a culture of excellence.
Overview
12
12
years of professional experience
Work History
Customer Service Advocate IV
Centene Corporation/WellCare
01.2019 - Current
- Lead Avility support team for multiple lines of business.
- Manage day-to-day operations of the contact center, ensuring adherence to performance, quality, and compliance standards.
- Develop and implement training strategies to enhance team performance and ensure knowledge retention.
- Conduct performance evaluations and provide coaching for professional development.
- Design and distribute detailed reports to track team progress and operational metrics.
- Foster a culture of open communication and continuous improvement.
Patient Access Representative
Dekalb Medical
01.2018 - 01.2019
- Scheduled and confirmed diagnostic appointments, surgeries, and consultations.
- Collected and verified insurance information, ensuring accurate billing processes.
- Provided clear communication to patients regarding procedures, policies, and financial obligations.
- Maintained patient records and coordinated communication across medical teams.
Operations Support Center/Team Lead
Frontier Communications
01.2015 - 01.2018
- Supervised and trained team members on new initiatives, ensuring seamless integration into workflows.
- Resolved escalated customer service issues and implemented recovery plans to improve satisfaction.
- Analyzed operational data to identify trends and optimize processes for efficiency.
- Managed team performance to meet key performance indicators and service level agreements.
Patient Admissions Care Agent I
Startek Health System
01.2014 - 01.2015
- Conducted patient registration and verified insurance coverage with high attention to detail.
- Managed customer inquiries, providing clear and empathetic communication to resolve issues.
- Presented healthcare plan benefits and options to prospective customers.
Customer Care Agent I
Sykes Enterprise
01.2013 - 01.2014
- Delivered exceptional technical and customer service support to users, meeting performance targets.
- Maintained expertise in assigned platforms and ensured accurate troubleshooting.
Education
SNHU
05.2025
Graduate -
Carvers Bay High School
01.2008
Skills
- Leadership & Team Development
- Contact Center Operations
- Process Improvement
- Conflict Management & Resolution
- Microsoft Office Suite (Excel, Word, PowerPoint)
- Typing: 75 WPM
- Training development
- Team leadership
- Effective communication
- Senior leadership support
- Operational efficiency
Timeline
Customer Service Advocate IV
Centene Corporation/WellCare
01.2019 - Current
Patient Access Representative
Dekalb Medical
01.2018 - 01.2019
Operations Support Center/Team Lead
Frontier Communications
01.2015 - 01.2018
Patient Admissions Care Agent I
Startek Health System
01.2014 - 01.2015
Customer Care Agent I
Sykes Enterprise
01.2013 - 01.2014
SNHU
Graduate -
Carvers Bay High School
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