Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Akea Jones

Pensacola

Summary

Experienced with customer interaction and problem resolution through phone-based support. Utilizes effective communication and empathy to address and resolve customer issues. Track record of maintaining high levels of customer satisfaction and professionalism in high-pressure environments.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Behavior Technician

Lakeview Center Inc
04.2024 - Current
  • Implemented crisis intervention strategies when necessary to maintain a safe environment for both staff and clients alike during high-stress situations.
  • Enhanced client progress by implementing individualized behavior intervention plans.
  • Assisted in data collection and analysis, contributing to the ongoing evaluation of client progress.
  • Promoted positive behaviors by reinforcing desired actions and effectively addressing challenging issues.
  • Worked as part of collaborative team to address changing needs of children and families.
  • Observed, monitored and recorded problem behaviors through accurate behavior-consequence data collection, graphs, and anecdotal notes.

Rehabilitation Technician

Encompass Health
06.2022 - Current
  • Assisting patients with activities of daily living, such as bathing and grooming, dressing, feeding, and toileting
  • Obtaining vitals and glucose checks
  • Observing patients for changes in physical, emotional and mental status changes
  • Working under the supervision of the physical and occupational therapist
  • Noticing patient declining and providing a safe environment

PCA Personal Care Assistant

Arcadia Rehabilitation
04.2022 - Current
  • Taking and recording vital signs, observing and reporting changes in patients' health conditions.
  • Helping patients with personal care, assisting patients with regular movement, and physical therapy exercises, supporting and communicating with patients and their families, listening and reporting patients' needs or issues to RN or physicians.
  • Documenting and updating the patient charts, keeping patient information private

Med Precert

Gastroenterology Associates
09.2021 - Current
  • Handling triage calls daily
  • Scheduling patients for appointments, procedures and labs
  • Creating and completing referrals
  • Corresponding with physicians, nurse practitioners and nurses to collaborate care for patients.
  • Handling prior authorizations
  • Worked effectively in fast-paced environments.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Learned and adapted quickly to new technology and software applications.

Overnight Remote Pharmacy Specialist

Alliance Rx Walgreens Prime Specialty Pharmacy
08.2022 - 12.2023
  • Enhanced patient care by accurately filling prescriptions and providing medication counseling.
  • Ensured compliance with federal, state, and local regulations by adhering strictly to pharmacy laws and safety protocols.
  • Facilitated seamless transitions of care for hospitalized patients through active communication with hospital staff regarding discharge orders.
  • Increased customer satisfaction by addressing concerns promptly and offering professional advice on medications usage.
  • Coordinated closely with insurance companies to resolve billing issues efficiently, reducing financial burdens on patients.
  • Educated patients about possible drug interactions and gave special administration instructions.

Psychiatric Technician

BAPTIST BEHAVIORAL HEALTH
10.2017 - 04.2021
  • Wakes patients (in a.m.) in an appropriate and timely manner.
  • Protects patient confidentiality
  • Ensures safety of all patients
  • Participates in the staff report between shifts.
  • Inventories patients' possessions as necessary with accuracy and detail.
  • Assists in admitting patients as requested. Monitors patient activities and enforces program rules. Notifies supervisor and/or nursing staff if, after warning, patient continues inappropriate behaviors. Takes actions as directed by supervisor and/or nursing staff.
  • Responds to patients' (inappropriate) behavior in a therapeutic way/redirects/de-escalates.
  • Sets and maintains therapeutic boundaries with patients and yet exhibits patient rapport.
  • Insures building security in accordance with Security Plan (i.e. checking doors, windows and alarms, etc.)
  • Assists patient with maintaining activities of daily living.
  • Provides therapeutic listening and guidance as required

Customer Service Representative

Capgemini
01.2016 - 05.2017
  • Handling incoming calls for GE healthcare. Inputting technical support tickets in the computer. Scheduling engineers out to jobs. Handling conference calls between the engineer and customer. Sending engineers out to onsite jobs for technical support. Inputting information dealing with stress machines, x-ray machines, anesthesia machines, fetal monitors and equipment in the hospital and doctor offices.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Analyzed customer service metrics to identify trends and develop strategies for improvement.

Agent

Alorica
01.2015 - 06.2015
  • Handling incoming calls concerning billing explanation, payment arrangements, balance inquiries, upsales, changing service.
  • Skills Used
  • I used my multi- tasking skills, problem solving, customer service skills and keyboarding skills.
  • Informed clients of policies and procedures.
  • Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
  • Conducted market analysis to pinpoint client needs, leading to tailored service offerings.
  • Reduced call wait times by effectively prioritizing calls and multitasking during peak hours.
  • Recognized for consistently meeting or exceeding key performance indicators related to call quality, efficiency, and problem-solving capabilities.
  • Maintained high levels of first-call resolution, swiftly identifying customer issues and providing appropriate solutions.

Home Health Aide

Home Health
02.2014 - 11.2014
  • Assisting with activities of daily living, preparing meals, feeding and dressing my client. Assisted my client to prepare for special olympics. Assisting with chores and hygiene.

Registered Pharmacy Technician

Pfeiffer Drugs
01.2009 - 12.2013
  • Inputting, counting, filling and filing prescriptions. Handling third party calls and doctor calls. Handled cash register, stocked pharmacy and assisted with inventory.
  • Handled sales with durable medical equipment.
  • Receiving and verifying requests for pre-authorizations, consulting with nurses, providers and insurance companies to obtain clearance.
  • Contacting insurance companies to submit pre-authorization requests, following up on requests.
  • Assisting with medical necessity documentation to expedite approvals of medication.

Education

Vocational Certificate - LPN

Pensacola State College
Pensacola, FL
12.2015

Associate - Pharmacy Technician

Virginia College
Pensacola, FL
01.2006

Skills

  • Behavioral Health
  • Pharmacy Technician Experience
  • Medication Administration
  • Meal Preparation
  • Hospital Experience
  • Vital Signs
  • Medical Terminology
  • Home Care
  • Stress tolerance
  • Call control
  • Typing speed
  • Detail orientation
  • Patience maintenance
  • Customer service
  • Call center customer service
  • Customer communications
  • Resolving issues
  • Inbound phone calls
  • Verbal and written communication
  • Data entry
  • Appointment scheduling
  • Documentation and reporting
  • Payment processing
  • Call center operations
  • Performance improvement

Certification

  • BLS/CPR
  • CPI

Timeline

Behavior Technician

Lakeview Center Inc
04.2024 - Current

Overnight Remote Pharmacy Specialist

Alliance Rx Walgreens Prime Specialty Pharmacy
08.2022 - 12.2023

Rehabilitation Technician

Encompass Health
06.2022 - Current

PCA Personal Care Assistant

Arcadia Rehabilitation
04.2022 - Current

Med Precert

Gastroenterology Associates
09.2021 - Current

Psychiatric Technician

BAPTIST BEHAVIORAL HEALTH
10.2017 - 04.2021

Customer Service Representative

Capgemini
01.2016 - 05.2017

Agent

Alorica
01.2015 - 06.2015

Home Health Aide

Home Health
02.2014 - 11.2014

Registered Pharmacy Technician

Pfeiffer Drugs
01.2009 - 12.2013

Associate - Pharmacy Technician

Virginia College

Vocational Certificate - LPN

Pensacola State College

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