Christopher Jones
Summary
- Smart, result oriented, self-motivated professional Army veteran, with a passion to strive and excellence. Outstanding ability to adapt to new and harsh surroundings while focusing on the task at hand to achieve success. Able to implement new approaches and enhanced prevailing ones to satisfy every characteristic for the job and maintain great relationships with customers. My discipline, compassion, leadership and experience contribute to the betterment of any organization. Capable of working alone or as a team member and exceeds in decision making.
Overview
10
10
years of professional experience
Work History
Payroll Clerk
Department of Veterans Affairs
Austin, TX
10.2023 - Current
- Scanned documents into a digital format for archiving.
- Monitored the quality of outgoing mail to ensure accuracy in addressing, labeling, and stamping requirements.
- Reconciled discrepancies between postal service invoices and internal records.
- Inputted data into a spreadsheet program to record information about each shipment.
- Responded to internal employees' questions about mail services, products and delivery choices.
- Routed all classes of mail in sequence of delivery along established route.
- Set goals and operating procedures that maximized employee effectiveness.
Program Support Assistant
Department of Veteran Affairs
10.2022 - 10.2023
- Closely managed the organization of administrative records for seamless workflow in the Patient Advocate section
- Screened and processed incoming correspondence, verifying accurate data entry and adherence to signature protocols.
- Receives incoming calls from Veterans and family members with professionalism, tactfulness, and an understanding of the unique challenges they may be facing.
- Interacted with veterans, representatives, and advocates through personal or phone interviews to inform them about the extensive range of VA benefits and health care programs.
- Utilizes various electronic data processing systems to input data for processing healthcare needs of the veteran and generating automated correspondence
- Retrieving and imputing information and various data into or from electronic medical records, scheduling systems, and/or reporting format.
- Successfully streamlined and optimized the Speak to the Director form by converting it into a convenient and efficient QR coded digital format
- Administered the approval and deployment of 5,000 new PX Badges implemented within the Central TX VA health care systems.
- Assisted in creating marketing materials such as brochures or newsletters.
- Provided administrative support to program staff and management teams.
- Assisted in the development of project plans, timelines and objectives.
- Developed policies and procedures for use within the program team environment.
Medical Administration Services Switchboard Operator
Department of Veteran Affairs
Temple Texas
02.2021 - 10.2022
- Route incoming calls received to over 400 phone extensions being requested throughout the Central Texas area to include Austin, Temple, Waco, Clinical Based Outpatient Clinics located in surrounding areas
- Probe callers for important information using extensive use of medical terminology to ensure calls are routed correctly to the appropriate medical clinic
- Demonstrate knowledge of phone courtesy, empathy, patience techniques and skill dealing tactfully with veterans in emotional distress
- Assist IT experts in the transition from standalone PU system to mobile laptop phone answering system
- Also trained new and existing staff with updated SP350 switchboard systems.
Branch Manager 2
Hertz Rental Car
Waco/Killeen Regional Airport
10.2017 - 02.2021
- Directed daily operations of the branch, including customer service, human resources, sales and marketing activities.
- Managed staff scheduling, hiring and training processes.
- Implemented routine evaluations of branch staff's job performance.
- Evaluated location's performance against predetermined benchmarks through regular financial analyses at quarterly, semiannual, and annual intervals.
- Consistently achieved year-over-year increases in profits during tenure as Branch Manager.
- Maintained operational efficiency for more than 400 rental cars while upholding a less than 1% loss rate.
Quality Control Analyst
Humana One Insurance
Killeen Texas
05.2014 - 09.2017
- Oversaw the implementation and maintenance of a quality assurance monitoring system for 600 customer service agents to ensure high standards
- Conducted thorough reviews of medical insurance claims cases, addressing any outstanding concerns
- Utilized knowledge of statutory regulations and precedents for effective decision-making.
- Contributed to a positive customer service atmosphere by partnering with supervisors and support team in the recruitment and onboarding process for new employees
- Empowered phone staff through side by side coaching and mentoring on customer service techniques such as pitch, tone of voice, and speed resulting in improved handling of deescalation situations with future callers.
Education
Program Certificate - Cyber Operations And Warfare
Southern Careers Institute Inc
Austin, TX03-2024
Program Certificate - Computer Support Specialist
Southern Careers Institute
Austin, TX07-2023
Skills
- Excel proficiency
- Confidentiality Assurance
- Compiling Data
- Scheduling Management
- Operations Support
- Logistics Assistance
- Correspondence Management
- Research
- Information coordination
- Program Administration
- Data Entry
- Multi-Line Phone Systems
- Process Improvement
- Database Management
- Staff Supervision
- Delivery fleet management
- Strategic Planning
- Employee Development
- Customer and vendor relations
- Relationship building and management
- Sales Development
- Coaching and Mentoring
- Expert in risk management
- Business Development
- Data Loss Prevention
- Phishing Awareness Training
- Intrusion Detection Systems
- Information Security Policies
- Software Vulnerability Scanning
- Network Access Control
- Wireless Network Security
- Data Privacy Regulations
- Social Engineering Defense
- Multi-Factor Authentication
- Operating System Expertise
- Computer Assembly
- Help Desk Experience
- Preventive Maintenance
- Printers and Peripherals Installation
- Hardware Configuration
- System Upgrades
- Technical Support
References
- Phenicia Hart, Supervisory Medical Support Assistant Medical Administration, (254) 981-1517
- Patricia Williams, Patient relations Assistant, (630) 244-0487
- Sherrie Kelly, Patient Advocate Central Texas Veteran Health system, (254) 721-6580
Timeline
Payroll Clerk
Department of Veterans Affairs
10.2023 - Current
Program Support Assistant
Department of Veteran Affairs
10.2022 - 10.2023
Medical Administration Services Switchboard Operator
Department of Veteran Affairs
02.2021 - 10.2022
Branch Manager 2
Hertz Rental Car
10.2017 - 02.2021
Quality Control Analyst
Humana One Insurance
05.2014 - 09.2017
Program Certificate - Cyber Operations And Warfare
Southern Careers Institute Inc
Program Certificate - Computer Support Specialist
Southern Careers Institute
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