Open to opportunities

Misty Douglass

@mistydouglass

Message

Customer service and administrative specialist transitioning into data analytics.

United States

Message

What I'm looking for

I seek a fast-paced role leveraging strong communication, organization, and client support—opportunities for growth into analytics or operations within a collaborative, process-driven team.

I am a detail-oriented customer service and administrative specialist with over 14 years of experience supporting high-volume call environments, case workflows, and executive-level administrative needs.

I have a proven record of managing complex inquiries and escalations, maintaining 100% quality and productivity standards, and improving customer loyalty through empathetic, professional service.

In previous roles I coordinated multi-channel communications, scheduled and managed travel and household operations, and streamlined workflows to boost efficiency and reduce errors.

I am currently pursuing a Bachelor of Science in Data Analytics to enhance my technical and problem-solving capabilities and am seeking a fast-paced role that leverages my communication, organization, and client-support strengths.

Experience

Work history, roles, and key accomplishments

Current

Back-Up Care Specialist

Current

Bright Horizons

Sep 2024 - Present (1 year)

Handled 150+ monthly escalated client issues with empathy, improving customer loyalty by 20% and consistently meeting 24-hour response targets while ensuring 100% HIPAA compliance.

HIPAA Case Management Conflict Resolution Time Management Scheduling Documentation And Reporting

Personal Assistant

Debbie Newcum Occupational Therapy

Feb 2012 - Jun 2023 (11 years 4 months)

Coordinated 50+ trips yearly and oversaw 30+ household tasks quarterly, maintaining a 95% on-time task completion rate and managing 60+ weekly calls with accurate scheduling and record keeping.

Scheduling Travel Coordination Administrative Support Written Communication Process Improvement Time Management

Operations Specialist

Roamable Inc

Apr 2010 - Apr 2012 (2 years)

Streamlined workflows to boost efficiency 25% and reduce errors 15%, supported 100+ monthly clients and contributed to a 20% increase in account renewals through cross-functional collaboration.

Process Improvement Quality Assurance client support Cross Functional Collaboration Record keeping Analytical Thinking Project Coordination Multitasking

Customer Service Specialist

MobileCause

Jun 2009 - Nov 2010 (1 year 5 months)

Handled 50+ customer requests daily, resolving client concerns to improve satisfaction and retention while coordinating expedited orders to reduce turnaround delays and maintain service consistency.

Customer Service Retention Strategy Written Communication