Summary
Overview
Work History
Education
Skills
Timeline
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Brandon Jackson

Queens,NY

Summary

Dynamic operations and call center leader with proven success in customer service, team management, and process optimization. Known for clear communication, sharp attention to detail, and handling high-volume workflows with ease. Recently pivoted to healthcare as a Credentialing Specialist, gaining hands-on experience in provider data management, compliance, and credentialing systems. Combines a strong foundation in customer operations with growing expertise in healthcare administration.

Overview

8
8
years of professional experience

Work History

Credentialing Specialist

Episcopal Health Services
12.2024 - Current
  • Perform primary source verifications and credentialing using Midas and Symplr, ensuring adherence to NCQA and Joint Commission compliance standards.
  • Share NPDB findings with leadership and Risk Management to support credentialing decisions and mitigate potential risks.
  • Maintain provider credentials in Symplr, ensuring accurate and up-to-date information for timely onboarding, and uninterrupted patient care.
  • Manage monthly expirables reports for licenses, DEA, COI, etc., sending proactive reminders to avoid lapses in provider credentials.
  • Maintain an updated delineation of privilege books to support regulatory compliance and provide clear documentation for privileging.
  • Process 2805 affiliation verification requests in accordance with NYS Department of Health guidelines, ensuring accurate and timely verification.
  • Support the Credentials Committee and Medical Executive Committee meetings, including distributing materials and documenting meeting minutes.

Operations Supervisor & Event Coordinator

Adventure Air Sports
11.2021 - 02.2025
  • Supervised call center operations across three locations, managing a team of agents, handling escalated customer issues, and ensuring exceptional service.
  • Conducted performance reviews, identified coaching opportunities, and implemented training programs to improve team effectiveness and customer interactions.
  • Managed group and birthday party bookings, drove event sales, and enhanced customer satisfaction through exceptional planning and execution.
  • Monitored guest experience reviews, responding promptly to negative feedback with resolution strategies, and customer incentives, boosting ratings.
  • Compiled and analyzed weekly call center data, provided detailed reports to senior management, and identified trends for operational improvements.
  • Managed call center scheduling and payroll, ensuring staffing efficiency, and accurate compensation.

Call Center Supervisor

DailyPay
01.2022 - 06.2022
  • Recruited, trained, and developed a team of 15 L1 agents, setting SMART goals to drive performance.
  • Managed scheduling, workforce efficiency, and performance metrics to meet operational targets.
  • Conducted quality assurance, handled escalated calls, and ensured high customer satisfaction.
  • Led team meetings, identified process improvements, and implemented changes to enhance efficiency.
  • Monitored performance, prepared reports, and provided feedback to senior management.
  • Fostered a positive team environment through recognition, conflict resolution, and compliance with company policies.

Housing Outreach Specialist

Goddard Riverside Community Center
10.2019 - 03.2020
  • Managed a caseload of adults experiencing street homelessness, facilitating placement into transitional and permanent housing.
  • Conducted outreach, intakes, assessments, service planning, and follow-up case management using a harm reduction approach.
  • Maintained accurate client records, and entered data into systems such as MOCapp and Streetsmart.
  • Collaborated with community partners and participated in field outreach, including overnight counts, like the HOPE count.
  • I drove the outreach van and used public transit to engage clients across Manhattan's catchment areas.

Customer Service Representative

Con Edison
10.2017 - 10.2019
  • Assisted residential and commercial customers with billing inquiries, service requests, and account management via phone, email, and in-person communication.
  • Explained utility charges, payment plans, service outages, and energy programs clearly and accurately.
  • Resolved customer issues efficiently while maintaining a high level of professionalism and courtesy.
  • Processed service orders, account updates, and payment arrangements using internal systems.
  • Maintained up-to-date knowledge of company policies, rates, and regulatory guidelines to ensure accurate information was provided.
  • Exceeded performance metrics, including call handling time, customer satisfaction, and issue resolution rates.

Education

Associate of Science - Health Sciences

University of The People
05-2026

Skills

  • Credentialing processes
  • Regulatory compliance
  • Recruitment and hiring
  • Data management
  • Training and development
  • Process improvement
  • Project management
  • Customer service
  • Quality assurance
  • Staffing and scheduling

Timeline

Credentialing Specialist

Episcopal Health Services
12.2024 - Current

Call Center Supervisor

DailyPay
01.2022 - 06.2022

Operations Supervisor & Event Coordinator

Adventure Air Sports
11.2021 - 02.2025

Housing Outreach Specialist

Goddard Riverside Community Center
10.2019 - 03.2020

Customer Service Representative

Con Edison
10.2017 - 10.2019

Associate of Science - Health Sciences

University of The People

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