Chelsea Davis
@chelseadavis
Dynamic customer service operations leader with over a decade of experience.
United StatesWhat I'm looking for
I am a dynamic and accomplished customer service operations leader with over a decade of experience in call center supervision, staff development, and service optimization. My career has been marked by a demonstrated success in leading cross-functional teams, improving customer engagement, and maintaining regulatory compliance in high-volume environments.
Throughout my tenure at Med Communications, I have supervised 24-hour medical call center operations, implemented Quality Assurance strategies, and ensured adherence to policies and procedures. My ability to foster a collaborative, customer-first culture has consistently led to exceeding performance quality targets and enhancing team performance.
Recognized for my crisis management skills and dedication to client professionalism, I have developed peer training materials that are still in use today. I am resourceful and results-oriented, known for optimizing workflows and driving process improvements to increase service efficiency while maintaining the highest standards in regulatory compliance.
Experience
Work history, roles, and key accomplishments
Contact Center Supervisor
Med Communications
Nov 2020 - Present (4 years 8 months)
Supervised 24-hour medical call center operations, overseeing Medical Information Assistants, Sr. Medical Information Assistants, and Customer Service Representatives. Led orientation, training, and staffing for new hires while monitoring real-time call queues and implementing Quality Assurance strategies for service consistency.
Senior Medical Information Assistant
Med Communications
Sep 2018 - Nov 2020 (2 years 2 months)
Handled complex verbal/written medical inquiries and adverse event reporting, while training and mentoring new hires and supporting daily operations. Reviewed Quality Assurance checklists and assisted in process improvement projects.
Medical Information Assistant
Med Communications
Aug 2017 - Sep 2018 (1 year 1 month)
Provided frontline medical call support to Healthcare Professionals and consumers, processing and documenting medical inquiries per client SOPs. Triaged product complaints, adverse events, and mail-outs while coordinating internal team coverage and meeting performance KPIs.
Medical Assistant
Community Family Medical
Feb 2014 - Present (11 years 5 months)
Performed patient intake, EKGs, lab collection, and vital signs, contacting insurers for authorizations and updating electronic health records. Educated patients on procedures, medications, and care instructions, assisting with minor procedures and medication administration.
Medical Assistant
The Light Clinic-Baptist Hospital
May 2011 - Present (14 years 2 months)
Supported physicians in clinical settings, from intake to follow-up, performing injections, wound care, diagnostic tests, and suture removal. Maintained patient charts, facilitated test scheduling and office procedures, and managed inventory and sterilized medical equipment.
Education
Degrees, certifications, and relevant coursework
Mid-South Community College
Associate of Applied Science, Medical Assisting
Grade: Magna Cum Laude
Activities and societies: Phi Theta Kappa Honor Society
Graduated Magna Cum Laude and was a member of the Phi Theta Kappa Honor Society. Focused on practical skills and knowledge essential for a medical assisting career.
West Memphis High School
High School Diploma, General Studies
Grade: Top 10% of Class
Graduated in the top 10% of the class, demonstrating strong academic performance and dedication during high school studies.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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