Summary
Overview
Work History
Education
Skills
Timeline
Generic

Ivory Jerman

El Reno,OK

Summary

Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Overview

13
13
years of professional experience

Work History

Financial Support Specialist, Scheduling and Engagement

My Secure Advantage, Inc.
Roseville, CA
06.2023 - Current
  • Create and maintain Money Coach Calendars in CoachMe and Google Calendars
  • Engage with MSA members to enhance customer experience through high touch and personalized communication i.e., success milestones, topic-appropriate communications, and next steps, ongoing personal messages of encouragement and success
  • Monitor and resolve MSA billing issues including connecting MSA members whose payments have been declined, re-engaging with disconnected MSA members, and identifying any MSA billing errors
  • Provide excellent customer service to members and coaches.

Financial Success Coordinator I

My Secure Advantage, Inc.
Roseville, CA
02.2023 - 06.2023
  • Display positive and empathic engagement with employees from across the U.S
  • And Canada who call to schedule a consultation with a licensed financial coach
  • Accurately and efficiently enter data into internal computer applications
  • Identifying the caller's financial concern and educating them on the different services, including available hardship resources
  • Innovated a colleague outreach email to encourage the implementation of the 5 values of MSA.

Case Manager, Developmental Disabilities Services Division

Oklahoma Department of Human Services
El Reno, OK
08.2022 - 02.2023
  • Advocated for persons ages 3-100, with a primary diagnosis of developmental disability and/or intellectual disability to gain access to needed medical, social, educational, and other services
  • Analyzed the needs of the person, coordinated services, developed a plan of care, monitored the implementation of the plan, and followed up to ensure all services met the service recipient's needs, decreasing a 20-year-long service waitlist.

Quit Coach / Health Coach

Optum
Eden Prairie, MN
06.2011 - 08.2023
  • Impacted the lives of over 200 participants each month utilizing telephonic counseling and as a tobacco cessation and vape cessation Quit Coach with a 65% success rate
  • Innovated training strategies to assist colleagues, a team of coaches, aided others with technical issues related to the designed computer system (helped over 10 coaches) and created ongoing opportunities for teams of 10 or more coaches to connect and grow.

Education

Bachelor's degree in psychology -

Southwestern Oklahoma State University Weatherford Campus
05.1997

Skills

  • Case Management
  • Crisis Intervention
  • Behavioral Health
  • Appointment scheduling (2 years)
  • Motivational interviewing (10 years)
  • Calendar management (1 year)
  • Writing skills (10 years)
  • Live chat (8 years)
  • Problem solving (10 years)
  • Customer retention (1 year)
  • Customer service (10 years)
  • Communication skills
  • Data management
  • Data entry
  • Supervising experience
  • Organizational skills
  • Typing
  • Conflict management

Timeline

Financial Support Specialist, Scheduling and Engagement

My Secure Advantage, Inc.
06.2023 - Current

Financial Success Coordinator I

My Secure Advantage, Inc.
02.2023 - 06.2023

Case Manager, Developmental Disabilities Services Division

Oklahoma Department of Human Services
08.2022 - 02.2023

Quit Coach / Health Coach

Optum
06.2011 - 08.2023

Bachelor's degree in psychology -

Southwestern Oklahoma State University Weatherford Campus

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Ivory Jerman