Jamahal Davis

Results-driven sales and operations professional with extensive experience in consultative client engagement, territory coordination, and compliance-driven service delivery. Proven ability to identify customer needs, recommend tailored solutions, and maintain long-term client relationships in fast-paced, metrics-focused environments. Skilled in CRM management, prospecting, training delivery, and cross-functional collaboration to drive revenue growth and customer retention.

CX Representative at Eko Health (2025-12 – Present)

• Omni-channel Support, providing prompt and accurate customer assistance via email, phone, and social media channels, maintaining a professional and empathetic tone in all interactions.
• Managed complex or high-impact cases from initial contact through resolution, coordinating with cross-functional teams to ensure timely outcomes.
• Delivered white-glove service to clinicians and enterprise accounts, including seamless coordination and warm handoffs to the Sales team for account growth opportunities.
• Monitored and responded to public reviews, social media mentions, and other customer feedback to protect and enhance Eko's brand reputation.
• Maintained in-depth knowledge of Eko's medical devices (e.g., CORE 500 Digital Stethoscope, SENSORA AI Platform) and connected software to guide users through setup, troubleshooting, and clinical use cases.
• Identified recurring customer trends and insights, collaborating with Product, Sales, and Marketing teams to improve user experience and inform product enhancements.

Program Specialist/Recruiting Coordinator at Lyra Health (2019-03 – 2025-05)

• Directed end-to-end program implementations across 19 U.S. regions, driving client satisfaction and operational efficiency.
• Conducted needs assessments and aligned service configurations with customer business objectives.
• Partnered with cross-functional teams to deploy scalable solutions, increasing engagement and service adoption.
• Utilized Salesforce to track metrics and support leadership reporting.
• Strengthened recruitment and onboarding pipelines through proactive outreach and relationship management.
• Delivered training workshops to ensure successful platform adoption and compliance adherence.
• Improved customer experience and retention through strategic communication and follow-up.

Client Support Specialist at Lyra Health (2019-03 – 2025-05)

• Managed high-volume client interactions, identifying service needs and recommending appropriate solutions.
• Maintained service-level performance while ensuring high satisfaction and accuracy.
• Documented interactions and managed escalations within CRM systems.
• Resolved access barriers using consultative, problem-solving techniques.
• Contributed to process improvements enhancing operational efficiency and retention.
• Collaborative work with Care Advocates, clinical navigators, and HR Managers to coordinate support for patients in crisis.
• Assist clients in finding, accessing care, and navigating mental health services and benefits offered through the EAP benefits through their employer.
• Managing client/patient profiles using CRM systems, updating accounts during each contact.

Senior Case Manager at Genentech (Roche Group) (2017-10 – 2019-03)

• Facilitated the end-to-end patient support process, including benefits investigation, prior authorizations, and appeals, to remove barriers to therapy initiation.
• Partnered with healthcare providers, pharmacy teams, and payers to streamline communication and ensure accurate, timely exchange of information.
• Maintained meticulous records of all case interactions in adherence to HIPAA and company policies, ensuring full regulatory compliance.
• Resolved complex insurance coverage and reimbursement challenges through proactive problem-solving and case escalation when necessary.
• Provided onboarding support and peer mentoring to junior case managers, reinforcing best practices in patient communication and compliance management.
• Collaborated with internal teams to refine workflows, improve case turnaround times, and enhance overall program efficiency.

AAS in Communication Studies – Berkeley City College