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I am a highly motivated and detail-oriented Customer Service and Digital Support Specialist with over 8 years of progressive experience delivering exceptional service across healthcare, logistics, and retail. I excel at handling high volumes of customer inquiries across phone, email, and live chat, and I’m proficient with enterprise systems such as SAP, Salesforce, and PeopleSoft. I prioritize data privacy and regulatory compliance (HIPAA, GDPR) while resolving issues efficiently. Collaborating with cross-functional teams including Finance, IT, and Compliance, I contribute to audit-ready documentation, service-improvement initiatives, and higher CSAT and first-contact resolution scores. I’m also passionate about training and mentoring colleagues to raise readiness and performance, maintaining a professional, customer-first approach in every interaction.…I am a highly motivated and detail-oriented Customer Service and Digital Support Specialist with over 8 years of progressive experience delivering exceptional service across healthcare, logistics, and retail. I excel at handling high volumes of customer inquiries across phone, email, and live chat, and I’m proficient with enterprise systems such as SAP, Salesforce, and PeopleSoft. I prioritize data privacy and regulatory compliance (HIPAA, GDPR) while resolving issues efficiently. Collaborating with cross-functional teams including Finance, IT, and Compliance, I contribute to audit-ready documentation, service-improvement initiatives, and higher CSAT and first-contact resolution scores. I’m also passionate about training and mentoring colleagues to raise readiness and performance, maintaining a professional, customer-first approach in every interaction.

Jenica Diana

Content Creator, Content Producer, Social Media Manager, +2

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I am a highly motivated and detail-oriented Customer Service and Digital Support Specialist with over 8 years of progressive experience delivering exceptional service across healthcare, logistics, and retail. I excel at handling high volumes of customer inquiries across phone, email, and live chat, and I’m proficient with enterprise systems such as SAP, Salesforce, and PeopleSoft. I prioritize data privacy and regulatory compliance (HIPAA, GDPR) while resolving issues efficiently. Collaborating with cross-functional teams including Finance, IT, and Compliance, I contribute to audit-ready documentation, service-improvement initiatives, and higher CSAT and first-contact resolution scores. I’m also passionate about training and mentoring colleagues to raise readiness and performance, maintaining a professional, customer-first approach in every interaction.…I am a highly motivated and detail-oriented Customer Service and Digital Support Specialist with over 8 years of progressive experience delivering exceptional service across healthcare, logistics, and retail. I excel at handling high volumes of customer inquiries across phone, email, and live chat, and I’m proficient with enterprise systems such as SAP, Salesforce, and PeopleSoft. I prioritize data privacy and regulatory compliance (HIPAA, GDPR) while resolving issues efficiently. Collaborating with cross-functional teams including Finance, IT, and Compliance, I contribute to audit-ready documentation, service-improvement initiatives, and higher CSAT and first-contact resolution scores. I’m also passionate about training and mentoring colleagues to raise readiness and performance, maintaining a professional, customer-first approach in every interaction.

Available to hire

I am a highly motivated and detail-oriented Customer Service and Digital Support Specialist with over 8 years of progressive experience delivering exceptional service across healthcare, logistics, and retail. I excel at handling high volumes of customer inquiries across phone, email, and live chat, and I’m proficient with enterprise systems such as SAP, Salesforce, and PeopleSoft. I prioritize data privacy and regulatory compliance (HIPAA, GDPR) while resolving issues efficiently.

Collaborating with cross-functional teams including Finance, IT, and Compliance, I contribute to audit-ready documentation, service-improvement initiatives, and higher CSAT and first-contact resolution scores. I’m also passionate about training and mentoring colleagues to raise readiness and performance, maintaining a professional, customer-first approach in every interaction.

Skills

Experience Level

Expert

Expert

Expert

Intermediate

Intermediate

Work Experience

Digital Support Specialist at CXAI

October 1, 2025 - October 1, 2025

Delivered digital customer support via email and live chat, resolving complex inquiries related to billing, account access, and technical issues. Used SAP, Salesforce, and PeopleSoft to process financial corrections, manage billing adjustments, and perform account reconciliations. Collaborated with Finance, IT, and Compliance to handle escalated cases with audit-ready documentation. Maintained HIPAA and GDPR compliance to protect customer data, and contributed to digital service improvement initiatives that raised customer satisfaction and first-contact resolution metrics.

Customer Service Specialist at Medioh

June 1, 2024 - June 1, 2024

Provided remote support for medical monitoring equipment across North America, managing over 100 customer interactions per day. Resolved issues related to product performance, shipment delays, and technical malfunctions with empathy and efficiency. Liaised with logistics partners to streamline delivery processes and minimize disruptions. Played a key role in onboarding and training of new staff, improving team readiness and ensuring compliance standards.

Pricing Coordinator at Airline Services International

December 1, 2020 - December 1, 2020

Supported development and maintenance of pricing strategies in collaboration with Sales and Marketing. Created and managed pricing documentation while maintaining accurate acquisition records. Assisted in the resolution of pricing discrepancies and implemented improvements to pricing workflows and internal tools.

Shipment Resolution & Retail Support Representative at Purolator

September 1, 2019 - September 1, 2019

Investigated and resolved issues pertaining to delayed, lost, or misdirected shipments, ensuring timely communication with customers and stakeholders. Provided real-time support to retail staff for both customer service and technical queries. Managed freight scanning, sorting, and tracking for large-scale logistics operations. Processed cash deposits and addressed customer account concerns.

Retail Associate & Health & Safety Representative at Carter’s Oshkosh

June 1, 2017 - June 1, 2017

Delivered high-quality, in-person customer service in a retail environment, supporting sales and product inquiries. Conducted regular workplace safety inspections and communicated findings to store management. Trained new staff on health and safety protocols and supported compliance during monthly audits.

Receptionist / Office Administrator at MOVE IT

October 1, 2014 - October 1, 2014

Managed front-desk operations, including multi-line phone handling, scheduling, and customer inquiries. Provided administrative support to HR, assisting with job postings, interview coordination, and candidate follow-up. Performed a variety of office functions including document management, data entry, and internal correspondence.