Evelyn Cottrell
The Jacobson Group
Converse,TX
1
Certification
16
years of professional experience
Customer Care Advocate resolving 26+ insurance policy, billing, claims, and coverage questions per day with accuracy and professionalism. Handles CRM documentation, 31–60 policy updates and payment transactions per week, and confidential information while coordinating with internal teams to close complex issues. Supports quality and performance goals by keeping customer interactions organized and resolutions timely.
Work History
Customer Care Advocate (CCA)
7 Months- Resolved insurance policy, billing, claims, coverage, and account inquiries to enhance customer satisfaction and trust.
- Process policy changes and payments, document customer interactions in CRM systems, and protect confidential information.
- Researched complex concerns and coordinated with internal teams to achieve timely resolutions while ensuring adherence to quality and performance standards.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Developed and implemented strategies to enhance customer satisfaction and retention rates.
- Consistently exceeded performance metrics while maintaining a focus on providing excellent customer support.
CNA
8 Months- Provided hands-on resident care and assisted with ADLs to enhance safety, dignity, comfort, and independence.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
- Conducted regular rounds to monitor patients'' physical and mental status throughout shifts.
- Assisted nursing staff in delivering high-quality patient care and support.
- Monitored vital signs and reported changes to healthcare team promptly.
Supervisor (Seasonal)
2 Years 2 Months- Led daily operations, staffing, scheduling, workload assignments, and real-time workflow adjustments to enhance productivity and service quality.
- Coached employees, monitored performance and attendance, addressed corrective actions, and reinforced safety and accountability to improve team reliability.
- Resolved escalated service and operational issues while implementing process improvements that minimized delays and enhanced operational efficiency.
- UPS Freight | Schertz, TX | 11/2023 - 01/2026
- Implemented process improvements that enhanced productivity and reduced turnaround times for shipments.
Business Manager
3 Years 6 Months- Directed business operations, staff performance, and compliance activities to ensure organizational efficiency and adherence to regulations.
- Enhanced workflow and team productivity through strategic planning and cross-department coordination, resolving client issues effectively.
- Led cross-functional teams to optimize operational workflows and enhance service delivery.
- Developed strategic plans to drive business growth and improve customer satisfaction metrics.
- Oversaw staff training programs, improving team performance and operational efficiency.
- Increased overall team productivity by fostering a positive work environment and providing effective leadership.
- Assisted with hiring process and training of new employees.
- Coordinated team schedules to keep shifts properly staffed during busy periods.
Store Manager
3 Years 5 Months- Managed full-store operations, ensuring effective staffing, sales performance, merchandising execution, cash control, inventory accuracy, safety compliance, and adherence to policies.
- Recruited, trained, scheduled, and coached employees, enhancing customer service standards and fostering team accountability.
- Controlled shrink and inventory discrepancies, reconciled daily sales and deposits, and addressed escalated customer concerns to maintain operational integrity.
- Trained and mentored staff on sales techniques and inventory management best practices.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Approved regular payroll submissions for employees.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
Detroit, MI Staffing Coordinator
3 Years 5 Months- Coordinated daily healthcare staffing, filling call-offs and schedule gaps to ensure optimal workforce coverage.
- Screened candidates and scheduled interviews and orientations, preparing onboarding documentation to facilitate smooth transitions for new hires.
- Maintained accurate staffing and candidate records, communicated schedule changes, and addressed employee onboarding concerns to enhance operational efficiency.
- Worked closely with other departments within the organization to address workforce planning needs effectively.
- Coordinated staffing schedules to ensure adequate coverage across multiple departments.
- Implemented onboarding processes for new hires, enhancing training efficiency and employee retention.
Education
Master of Science - Health Administration
Skills
Customer service & insurance support
Team leadership
Staffing & scheduling
Training & onboarding
CRM documentation
HIPAA & confidentiality
Claims handling
Billing inquiry resolution
Patient intake
Cross-functional coordination
Microsoft Excel
Microsoft Outlook
Case management
Patient registration
Insurance verification
Certification
Certified Nursing Assistant (CNA) | 2009
Timeline
Customer Care Advocate (CCA)
The Jacobson Group
01.2026 - CurrentRead More
CNA
Silvertree Nursing & Rehabilitation
07.2025 - 03.2026Read More
Supervisor (Seasonal)
UPS Freight
11.2023 - 01.2026Read More
Business Manager
Margaret's Group Services LLC
12.2016 - 06.2020Read More
Store Manager
Family Dollar
02.2013 - 07.2016Read More
Detroit, MI Staffing Coordinator
Omni Continuing Care
07.2010 - 12.2013Read More
University of Phoenix
Master of Science from Health Administration
Read More