Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Cody Jacobs

Cody Jacobs

Lynchburg,VA

Summary

Dynamic leader with extensive experience in program and project management, client relations, and customer success within the healthcare IT and higher education sectors. Proven track record in managing complex projects, leading teams, and driving new business opportunities while delivering exceptional service to healthcare organizations, government institutions, DSOs, and academic institutions. Passionate about enhancing operational efficiency and fostering growth through strategic solutions, innovative program development, and exceptional customer relations.


My track record speaks volumes about my commitment to delivering results-driven consultancy services that drive innovation, streamline processes, and ultimately enhance patient care. Whether it's implementing cutting-edge IT solutions, optimizing workflow systems, or navigating complex regulatory requirements, I thrive on the challenge of finding bespoke solutions tailored to each client's needs. If you're seeking a trusted partner to elevate your healthcare IT infrastructure or enhance the technological capabilities of your organization, let's connect and explore how I can help you achieve your goals efficiently and effectively.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Client Relationship Executive

MedSys Group
12.2023 - 08.2024
  • Boosted customer retention rates by maintaining open communication channels and promptly resolving issues.
  • Served as a primary point of contact for all client inquiries, establishing rapport while managing expectations throughout each interaction professionally.
  • Contributed significantly towards achieving annual revenue targets due to successful client relationship management practices.
  • Nurtured long-lasting relationships with clients by consistently providing superior service, attending to their unique needs, and delivering on commitments.
  • Coordinated cross-functional teams for successful project delivery, ensuring consistent client satisfaction and repeat business.
  • Aligned company objectives with customer goals through active listening skills during negotiations or conflict resolution situations.
  • Utilized CRM software to track interactions, effectively manage client relationships, and identify areas for growth.
  • Conducted quarterly business reviews with key accounts for performance evaluation, goal setting, and relationship building purposes.
  • Developed new business opportunities with strategic partnerships to expand the company''s client base.

Program Coordinator

MedSys Group
12.2021 - 12.2023
  • Facilitated regular meetings with team members to discuss progress updates, address challenges, and brainstorm solutions for ongoing success.
  • Established strategic partnerships with external organizations, expanding program reach and impact.
  • Maintained detailed records of program activities and participant data, ensuring compliance with internal policies and external regulations.

  • Provided exceptional customer service to program participants through prompt response times and attentive assistance with inquiries or concerns.
  • Enhanced program efficiency by streamlining processes and implementing innovative solutions.
  • Managed budgets and resources for successful execution of multiple programs simultaneously.

Assistant Director of Financial Aid

Dallas Baptist University
08.2020 - 12.2021
  • - Led the Federal Work Study program by managing and distributing nearly half a million dollars in Federal funding - Distributed over $5,000,000 in emergency grants to students while managing compliance and fiscal reporting for the CARES Act - Certified loans to students backed by the Department of Education and private lenders - Responsible for all aspects of the customer service experience including Call Center, In person and Digital Communications - Managed day to day activities including staffing, reporting, and general office procedures - Ensured all staff were properly trained by conducting personal training sessions, creating training material and facilitating extracurricular training via third party organizations - Developed new on boarding training materials to emphasize value of customer service, problem solving and critical thinking skills

Director Of Financial Aid

Dallas Theological Seminary
07.2018 - 08.2020
  • - Responsible for managing all aspects of the Financial Aid office, including Customer Service, Departmental budgets and Compliance with Title IV regulations - Chair of the Financial Aid Committee - Member of the Enrollment Management Committee - Member of the International Student Committee

Life Insurance and Annuities Broker

North American Senior Benefits
08.2015 - 04.2018
  • - Appointed with 20+ insurance and annuity companies to offer wide array of solutions - Met with individuals and families to assess their medical history and current financial situation in order to pair them with the appropriate insurance carrier - Hired licensed insurance professionals to build a successful organization - Trained insurance professionals in the areas of customer service, creative problem solving, building rapport and closing sales - Continuously attended industry specific training conferences - Featured on national company training calls in order to help teach other agents how to grow their book of business.

Member Board Of Directors

Fellowship of Christian Athletes
09.2015 - 09.2016
  • Oversaw development of long-term strategic plans, aligning company goals with market trends and opportunities.
  • Defined organizational problems to create and implement correction plans.
  • Assisted with identifying and recruiting other board members, successfully recruiting Number board members.
  • Contributed valuable insights regarding industry trends during board discussions, enabling informed strategic decisionmaking.

Financial Aid Compliance Analyst - Program Integrity

Liberty University
06.2014 - 03.2015
  • Collaborated with cross-functional teams for the successful implementation of new compliance initiatives.
  • Monitored adherence to industry regulations, ensuring timely reporting of any discrepancies or violations.
  • Served as a subject matter expert on compliance matters, providing guidance and support to colleagues across various departments.
  • Prepared documentation and records for upcoming audits and inspections.

Financial Aid Call Center Supervisor

Liberty University
08.2013 - 08.2014
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Trained team members on performance metrics and consumer behavior identification.
  • Developed process controls and metrics for daily management of call center.
  • Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
  • Reduced average handle time through the implementation of effective call handling techniques and scripts.
  • Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.

Financial Aid Call Center Agent

Liberty University
08.2012 - 08.2013
  • - Efficiently and accurately process inbound and proactive outbound phone calls regarding Financial Aid - Maintained and proactively kept up to date with Financial Aid regulations from the U.S
  • Department of Education, The State Council of Higher Education of Virginia, The U.S
  • Veteran's Administration and the National Association of Financial Aid Administrators - Attended monthly coaching sessions with direct supervisor and completed bi-weekly training modules regarding financial aid - Added to the Financial Aid department's Live Chat team to additionally communicate with students via Liberty University's Live Chat system - Added to the Financial Aid department's Support team to assist other Call Center Agents with difficult issues and to act as a liaison to communicate with other University departments on behalf of agents - Among over 70 Call Center agents, I ranked in the Top 10 for 11 out of 12 months regarding accurate information and customer service quality standards - Utilized in the training and on boarding of new employees via Role Play and live Side by Side sessions - Produced six straight months of 100% accuracy in regards to accurate information and excellent customer service

Education

Bachelor's Degree -

Liberty University
Lynchburg, VA
05.2016

Skills

  • Microsoft Office
  • Customer Service
  • Higher Education
  • Leadership
  • Change Management
  • Community Outreach
  • Training
  • Leadership Development
  • Social Networking
  • Event Planning
  • Client Retention Strategies
  • CRM software proficiency
  • Customer Relations
  • Training and mentoring
  • Account Management
  • Salesforce
  • Bullhorn CRM
  • Jenzabar CARS
  • Ellucian Banner
  • Argos
  • Cerner

Certification

  • Commonwealth of Virginia Career Readiness - Gold Certification
  • Producer - Life and Annuities - Commonwealth of Virginia and State of Texas
  • CAFP - Certified Anti Money Laundering and Fraud Professional (2015)

Timeline

Client Relationship Executive

MedSys Group
12.2023 - 08.2024

Program Coordinator

MedSys Group
12.2021 - 12.2023

Assistant Director of Financial Aid

Dallas Baptist University
08.2020 - 12.2021

Director Of Financial Aid

Dallas Theological Seminary
07.2018 - 08.2020

Member Board Of Directors

Fellowship of Christian Athletes
09.2015 - 09.2016

Life Insurance and Annuities Broker

North American Senior Benefits
08.2015 - 04.2018

Financial Aid Compliance Analyst - Program Integrity

Liberty University
06.2014 - 03.2015

Financial Aid Call Center Supervisor

Liberty University
08.2013 - 08.2014

Financial Aid Call Center Agent

Liberty University
08.2012 - 08.2013

Bachelor's Degree -

Liberty University

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Cody Jacobs