Jenna Carvalho
Director of Patient Advocacy at Advanced Recovery Specialists- Claim this Profile
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Topline Score
Bio
Joshua Mayer-Twomey
I have learned so much from working with Jenna. She is incredible with her team with an incredibly high level of emotional intelligence. She has a natural ability to lead, listen and understand people like none other. I would jump at the chance to work with her again, she has been an integral part of my career path.
Rhasan Valentine-Wafer
As a leader, Jenna is one of those people that you want to take with you when you move on to your next opportunity and I did just that. Jenna is level headed, she is never afraid to ask tough questions, and she is always looking for ways to get the job done better. Those issues alone were enough for me to promote her from a Senior Customer Support Representative to a Call Center Support Supervisor in one of our remote centers at Renew Financial. Even more importantly to me though is that she is always paying attention. With little to no asking or prompting she quickly acts correct issues, ensure that her team members and her leadership team don't miss a step and that is just something you just can't teach.
Joshua Mayer-Twomey
I have learned so much from working with Jenna. She is incredible with her team with an incredibly high level of emotional intelligence. She has a natural ability to lead, listen and understand people like none other. I would jump at the chance to work with her again, she has been an integral part of my career path.
Rhasan Valentine-Wafer
As a leader, Jenna is one of those people that you want to take with you when you move on to your next opportunity and I did just that. Jenna is level headed, she is never afraid to ask tough questions, and she is always looking for ways to get the job done better. Those issues alone were enough for me to promote her from a Senior Customer Support Representative to a Call Center Support Supervisor in one of our remote centers at Renew Financial. Even more importantly to me though is that she is always paying attention. With little to no asking or prompting she quickly acts correct issues, ensure that her team members and her leadership team don't miss a step and that is just something you just can't teach.
Joshua Mayer-Twomey
I have learned so much from working with Jenna. She is incredible with her team with an incredibly high level of emotional intelligence. She has a natural ability to lead, listen and understand people like none other. I would jump at the chance to work with her again, she has been an integral part of my career path.
Rhasan Valentine-Wafer
As a leader, Jenna is one of those people that you want to take with you when you move on to your next opportunity and I did just that. Jenna is level headed, she is never afraid to ask tough questions, and she is always looking for ways to get the job done better. Those issues alone were enough for me to promote her from a Senior Customer Support Representative to a Call Center Support Supervisor in one of our remote centers at Renew Financial. Even more importantly to me though is that she is always paying attention. With little to no asking or prompting she quickly acts correct issues, ensure that her team members and her leadership team don't miss a step and that is just something you just can't teach.
Joshua Mayer-Twomey
I have learned so much from working with Jenna. She is incredible with her team with an incredibly high level of emotional intelligence. She has a natural ability to lead, listen and understand people like none other. I would jump at the chance to work with her again, she has been an integral part of my career path.
Rhasan Valentine-Wafer
As a leader, Jenna is one of those people that you want to take with you when you move on to your next opportunity and I did just that. Jenna is level headed, she is never afraid to ask tough questions, and she is always looking for ways to get the job done better. Those issues alone were enough for me to promote her from a Senior Customer Support Representative to a Call Center Support Supervisor in one of our remote centers at Renew Financial. Even more importantly to me though is that she is always paying attention. With little to no asking or prompting she quickly acts correct issues, ensure that her team members and her leadership team don't miss a step and that is just something you just can't teach.
Experience
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Advanced Recovery Specialists
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United States
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Medical Equipment Manufacturing
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1 - 100 Employee
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Director of Patient Advocacy
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Oct 2023 - Present
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Precision Medical Products
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United States
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Medical Equipment Manufacturing
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1 - 100 Employee
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Director of Customer Experience
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Jun 2020 - Oct 2023
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Director of Sales and Billing Services
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Feb 2019 - Jun 2020
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Renew Financial
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United States
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Financial Services
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100 - 200 Employee
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Call Center Training Bay Supervisor
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Sep 2018 - Dec 2018
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Call Center Support Supervisor
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Oct 2015 - Dec 2018
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Prosper Marketplace
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San Francisco, Bay Area
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Loan Verification/Fraud Specialist
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2010 - May 2014
• Interact with borrowers to verify identity and/or employment information, explain documentation requirements, and answer any questions borrowers may have regarding their loans. • Perform manual underwriting of personal loans in accordance with Prospers policies and procedures. • Review and verify financial documents such as pay stubs, W2, 1099’s, tax returns, bank statements, etc. • Maintain highest level of customer service and quality. • Interact with borrowers to verify identity and/or employment information, explain documentation requirements, and answer any questions borrowers may have regarding their loans. • Perform manual underwriting of personal loans in accordance with Prospers policies and procedures. • Review and verify financial documents such as pay stubs, W2, 1099’s, tax returns, bank statements, etc. • Maintain highest level of customer service and quality.
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MobiTV
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United States
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Entertainment Providers
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1 - 100 Employee
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Customer Support Representive
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Oct 2006 - Sep 2008
• Received and placed telephone calls, via email and phone. • Troubleshoot and resolved basic application issues changing passwords, and changing basic internet and system configurations. • Maintained solid customer relationships by handling their questions and concerns with speed and professionalism. • Performed data entry and uses software programs. • Opened trouble tickets to the NOC. • Analyzed and evaluated user problems and comments in order to make product recommendations and improvements. • Entered customer information into the Customer Database system to document customer information • Performed effective research skills to trouble shoot customer problems. • Escalated support issues/request to appropriate individual(s)/team(s) based on current guidelines • Assisted with representing our products and services at tradeshows and was a key member of the Company Events Committee. • Worked closely with the Marketing Department to assist with various projects as needed. Show less
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Customer Support Supervisor
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Oct 1999 - Jun 2006
• Ensured that all GameLink and GreenCine departmental functions were handled in a timely manor, and in the correct order of priority. • Determined and observed optimal distribution of workload amongst customer service representatives on a daily basis. • Provided training, coaching, and feedback on the best practices within the department. • Conducted all CSR annual reviews including goal development plans. • Troubleshoot tool or website functionality issues while escalating as appropriate. • Monitored customer service levels, and made recommendations as needed for improvement and change. • Recommended, reviewed, and implemented departmental changes, as agreed upon with floor supervisors, and the Director of Customer Service. • Implemented, and trained CSR’s on changes in departmental functions, and procedures. • Obtained current knowledge of services offered, products and promotions. Show less
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Education
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1996 - 1997
Platt Graphics College San Francisco
AA, Graphics and Design
Community
