Ardelia Jackson
Henrico,VA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Proven experience in developing plans to expand and effectively engage public in advocacy campaigns and program offerings. Metrics driven
Overview
9
9
years of professional experience
1
1
Certification
Work History
Community Outreach Manager
Capital Area Health Network
01.2020 - Current
- Collaborated with program teams, community organizations, peers and volunteers in execution of events and activities.
- Developed and maintained mutually beneficial relationships with agencies and organizations.
- Development outreach strategies and marketing tools to reach priority audiences.
- Collected and analyzed data to identify community needs before implementing programs to multiple audiences.
- Provided leadership, guidance and support to staff members.
- Referred clients to appropriate team members, community agencies and organizations to meet patient needs.
- Participated in community events to promote services and engage with public.
- Conducted outreach activities to engage local stakeholders in programs.
- Scheduled and confirmed outreach events for team.
- Reported bi-weekly updates to senior management.
District Patient Services Manager
Capital Area Health Network
08.2018 - 01.2020
- Recruited, hired and trained all front desk and call center staff, providing direct supervision, ongoing staff development and continuing education to employees for all 7 locations.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Updated job knowledge by attending workshops, training sessions and educational opportunities.
- Developed patient service policies and procedures to meet and exceed industry service standards.
- Handled customer complaints and inquiries.
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
- Conducted routine facility inspections, identifying areas needing improvement and eliminating hazards posed to staff and patients for continued compliance with associated regulations.
- Coordinated with other departments to maintain streamlined and productive workflow.
Call Center Manager
Capital Area Health Network
12.2017 - 08.2018
- Collected and analyzed call center statistics and customer service metrics.
- Led daily team meetings to review performance, set targets and motivate staff.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Recruited, trained and onboarded new agents, maintaining exceptional service standards.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Improved average hold times, resolution rates and satisfaction scores through staff development. Reduced Que times from 35 min+ to under 5 minutes.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Tracked key metrics and developed spreadsheets and data models.
Account Executive
Iheartmedia, Clear Channel
12.2014 - 07.2017
- Built and strengthened business to business relationships with new and existing accounts to drive revenue growth.
- Qualified leads, built relationships and executed sales strategies to meet or exceed sales quota.
- Executed successful sales strategies to convert leads into customers.
- Resolved issues promptly to drive satisfaction and enhance customer service.
- Collaborated with internal teams to develop account strategy.
- Gained understanding of goals, objectives and processes to meet client business needs.
- Attended networking events to build relationships and identify sales opportunities.
- Leveraged CRM (salesforce) to collect, organize and manage sales data and customer information.
Education
Bachelor of Arts - Health Administration
Ashford University
San Diego, CASkills
- Sponsorship Support
- Set Organizational Policies
- Member Education
- Outreach Management
- Engaging Communications
- Problem-Solving Skills
- Report Preparation and Analysis
- Microsoft Office
- Interviewing and Hiring
- Meeting Coordination and Support
Certification
- CCM Training - 5/2020
- Managing Remote Employees - 5/2020
Timeline
Community Outreach Manager
Capital Area Health Network
01.2020 - Current
District Patient Services Manager
Capital Area Health Network
08.2018 - 01.2020
Call Center Manager
Capital Area Health Network
12.2017 - 08.2018
Account Executive
Iheartmedia, Clear Channel
12.2014 - 07.2017
Bachelor of Arts - Health Administration
Ashford University