Jack O'Brien

Promoted within seven months to lead intake-to-start coordination for a high-volume telehealth wellness practice focused on hormone, peptide, and general wellness therapies.

• Serve as the primary point of contact for new patients after online inquiry, conducting phone and virtual consultations to understand goals and history, explain services and pricing, and set clear next steps.
• Manage a high volume of inbound calls, messages, and follow-ups, spending most of the day in direct patient communication while balancing responsiveness, documentation, and sales targets.
• Qualify leads, prepare and present quotes, address questions and objections, and guide patients from initial interest through enrollment in provider-recommended treatment plans.
• Collaborate closely with Wellness Specialists and providers to relay accurate patient information, support treatment planning, and ensure smooth telehealth scheduling, lab coordination, and handoffs.
• Educate patients in plain language on therapy expectations and proper administration techniques for peptide therapies, bio-identical hormones, and related wellness treatments (without making independent clinical recommendations).
• Provide ongoing support and account management through proactive check-ins, timely responses, and coordination of refills or follow-up appointments to drive adherence, satisfaction, and retention.
• Maintain detailed, accurate EMR and Salesforce CRM notes, track pipeline status and follow-ups, and consistently uphold HIPAA and internal compliance standards across phone, email, text, and telehealth channels.
• Stay current on product offerings, including bio-identical hormones, peptides, and supplements, as well as relevant regulatory and internal policy updates.

Co-founded a seasonal porch-decor brand and grew it from initial concept to a sold-out first season, owning strategy, execution, and continuous improvement.

Defined the business model end-to-end, including service design, pricing, sourcing, logistics, and fulfillment, balancing customer value with healthy margins.

Set the brand vision and identity, overseeing website, social presence, and all customer-facing communications to create a cohesive, premium experience.

Built lightweight systems and processes for bookings, scheduling, communication, and day-of operations that enabled a small team to handle peak seasonal demand reliably.

Used feedback, reviews, and performance data to refine offerings, streamline operations, and guide decisions about scale and future seasons.

Managed financial planning and tracking, including revenue targets, cost management, and simple forecasting to support growth and reinvestment.

Achieved $40K+ in first-year revenue, completed 70+ porch installations across Metro Detroit, and maintained 100% five-star Google reviews.

• Officiate men’s collegiate basketball games under NCAA rules across Division II, Division III, NAIA, and JUCO conferences
• Make clear, confident decisions in real time, applying rules consistently
• Communicate professionally with coaches, players, and game personnel to explain rulings, de-escalate conflict, and maintain respect and control in high-pressure environments.
• Regularly review game film, rules, and evaluator feedback to sharpen play-calling accuracy, judgment, and floor presence.
• Maintain high physical conditioning and mental focus to perform at a consistently high level.
• Uphold NCAA, conference, and assignor standards for professionalism, appearance, punctuality, and timely post-game reporting.
• Selected as a Prospect Official in the NBA Referee Pipeline, reflecting professional-level aptitude and growth potential.

• Developed and maintained strong customer relationships as the primary point of contact for commercial HVAC service requests.
• Managed operations for 50+ commercial Planned Maintenance Programs, creating an Excel-based tracking system for scheduling, job cost details, P&L, and contract renewals that replaced prior manual processes.
• Piloted a new CRM/PMP software over a six-month period, testing workflows, refining requirements, and driving adoption, leading to company-wide acceptance and current data migration into the new platform.

• Promoted from Official to Supervisor to Coordinator over three years, taking on increasing responsibility for staff leadership, operations, and training.
• Led and supported a team of 100+ student officials and staff across multiple intramural sports, fostering a positive, development-focused culture.
• Organized and facilitated intramural leagues and events serving 8,000+ student participants, ensuring smooth operations, safety, and a high-quality experience.
• Designed and delivered training materials and sessions for supervisors and officials, providing both classroom and on-court instruction to drive consistency and standards.
• Coached developing officials on rules knowledge, mechanics, and game management, contributing to more than a dozen advancing to high school basketball officiating.
• Represented Michigan State’s intramural program and earned NIRSA All-American honors at the National Basketball Championship as the tournament’s top intramural official.

• Supported budget execution by running daily status-of-funds reports, maintaining the PEO’s execution report, and reviewing/approving purchases in GFEBS (Army’s SAP-based financial system).
• Built an Excel reconciliation tool to compare GFEBS execution data with approved, authorized, and required amounts in CCAR, helping identify account discrepancies and data issues.
• Summarized findings and recommendations in a Capstone project and briefed the active PEO and senior staff, highlighting key discrepancies, process gaps, and opportunities to improve financial accuracy and visibility.