Grey Jackson
Brooklyn,NY
Summary
Detail-oriented, collaborative, and energetic worker with training, design, management, and administrative experience. Critical thinker and quick learner who works well under pressure and deadlines.
Overview
6
6
years of professional experience
Work History
Team Lead
Sana Benefits
04.2023 - Current
- Served as the primary point of contact for managing escalated and complex provider requests, ensuring effective cross-functional collaboration
- Successfully led and empowered a high-performing remote team through coaching, 1:1s, and feedback, fostering trusting relationships and supporting their professional development
- Took a leadership role in cross-functional projects to enhance access issue resolution strategies and escalation processes
- Consistently achieved team and individual goals, including OKRs, metrics, and KPIs
- Strategized efforts to reduce cost to serve ~15%
- Played a key role in defining and evolving team metrics and SLAs, contributing to continuous improvement efforts
- Actively participated in and manged the hiring and training process.
- Trained new team members by relaying information on company procedures and safety requirements.
- Coached team members in techniques necessary to complete job tasks.
Associate - Training Specialist
Sana Benefits
01.2021 - 04.2023
- Facilitated training and onboarding for new hires
- Designed training in a Learning Management System (Workramp), as well as developed classroom-style training
- Trained 90% of the current team, representing a growth of ~80% in team size and encompasses both internal hires as well as hires from our BPO teammates at Partner Hero
- Implemented requests for new training and knowledge needs using a multifaceted approach
- Coached teammates regularly based on need and performance
- Delivered trainings to newly hired, and tenured team members and facilitated onboarding
- Monitored trainee progress through assigned track and coordinate follow-up reviews as needed
- Assessed trainee engagement and mastery, track feedback and note areas to focus on for individual coaching
- Consulted & Communicated with department leaders to identify knowledge gaps in training
- Communicate training needs to management and consistently look for iterative ways to improve training processes
- Assist with inquiries and issue resolution by live-coaching peers on the team
- Regularly evaluate, update, and enhance learning materials to meet the changing needs of the organization and goals of the program
- Maintain a database of all training and knowledge materials
- Negotiated contracts to ensure in-network billing for doctor's offices and hospitals to the company's and patients' advantage
- Respond quickly to new provider requests from members and manage negotiations to satisfactory resolution
- Identify and develop ways to improve access issue resolution strategy, as well as manage the access escalation process
- Work collaboratively with network and repricing partners to build and maintain efficient operations
Customer Success Associate
Justworks
01.2018 - 01.2020
- Analyzed and answered the inquiries and needs of customers simultaneously regarding payroll, compliance, and health insurance
- Synthesized complex ideas into simple but thorough explanations
- Completed over 10,000 customer interactions during the 2019-2020 fiscal year on a team average of 6,000 interactions with an individual CSAT score of 93%
- Assisted in refining the single-channel team process
- Regularly counseled company administrators and employees on best practices regarding health care, including initial plan selection, company renewals, and qualifying life events.
- Handled customer inquiries and suggestions courteously and professionally.
Education
MFA: Writing Musical Theatre -
New York University
New York City, NY05.2017
BA: Theatre & BA: Gender Studies -
The University of Tennessee at Chattanooga
Chattanooga, TN05.2015
Skills
- Instructional Design
- De-escalation
- Schedule Management & Itinerary Building
- Curriculum Development & Implementation
- Expert Written and Verbal Communication & Administrative Skills
- Creative problem solving & Collaboration
- Flexibility
- Attention to detail, highly skilled administrator
- Aptitude for learning and for teaching others
- Proficiency in using Zoom, Zendesk, Talkdesk, Atlassian (Confluence & Jira,) G Suite and learning management software
Timeline
Team Lead
Sana Benefits
04.2023 - Current
Associate - Training Specialist
Sana Benefits
01.2021 - 04.2023
Customer Success Associate
Justworks
01.2018 - 01.2020
MFA: Writing Musical Theatre -
New York University
BA: Theatre & BA: Gender Studies -
The University of Tennessee at Chattanooga
Similar Profiles
GRECIA RODRIGUEZGRECIA RODRIGUEZ
Customer Support Specialist at Sana BenefitsCustomer Support Specialist at Sana Benefits
Travis DrakeTravis Drake
Senior Sales Account Executive at Sana BenefitsSenior Sales Account Executive at Sana Benefits
Rebecca MitchellRebecca Mitchell
Sr. Director of Operations at Clearwater BenefitsSr. Director of Operations at Clearwater Benefits
MARTHE DARLINE TARIUSMARTHE DARLINE TARIUS
Practical Nursing at Brooklyn United Methodist ChurchPractical Nursing at Brooklyn United Methodist Church
Emily Emma BurtEmily Emma Burt
Recruiter at Meet RecruitmentRecruiter at Meet Recruitment