Jacola A. Wood
Chattanooga,Tennessee
Summary
My vision is to leverage my extensive leadership and management experience to inspire high-performing teams and consistently deliver exceptional results. I am committed to fostering a culture of compassionate, signature service that sets a standard of excellence in every interaction.
Overview
25
25
years of professional experience
Work History
Locomotive Electrician
Norfolk Southern
2024.02 - Current
- Served as a trusted resource for colleagues seeking guidance on complex electrical repair tasks, promoting a collaborative work environment.
- Served as a secretary board member of site safety committee
- Enhanced locomotive performance by diagnosing and repairing electrical systems and components.
- Worked alongside colleagues on best practices in locomotive electric system repairs
- Collaborated with fellow technicians to address challenging repairs, promoting teamwork and increasing productivity.
- Upgraded outdated electrical systems to enhance performance and comply with current industry standards.
TVA Nuclear Plant- General Foreman
Laborers Local 846
2021.11 - 2024.02
- Worked alongside and oversee teams of 25 to 40 individuals to accomplish work goals according to schedule.
- Performed job safety analysis on daily basis to mitigate risks for all workers and visitors to job sites.
- Completed final walkthroughs at job sites to close out projects.
- Achieved timely completion of projects with strict adherence to budget constraints and quality standards.
- Demonstrated strong leadership abilities in managing diverse teams to achieve common goals while fostering a positive work environment.
Payer Profile Manager
National Seating & Mobility
2020.09 - 2021.12
- Serve as the single point of contact for Medicare and Medicaid portal access for DME.
- Oversee a team of 12-15 payer profile specialist who maintain the Universal Payer Database and myCGS contacts and credentialing process.
Manager, Team of Experts
T-Mobile USA
2015.03 - 2020.09
- Deliver world class customer service while overseeing a team of 53 for the entire Houston, TX market.
- Understand and effectively leverage T-Mobile business concepts to drive desired results in the customer experience for escalated order related issues, using judgement and business acumen to properly balance all measurements and metrics; aligns employee and customer experience across assigned coach teams to provide a unified direction.
- Responsible for the day to day operations of 4 supervisors, 48 customer service experts, and 1 customer resolution expert. Includes time keeping and payroll, code of conduct standards, interviewing and hiring, on boarding and training, pay and compensation, and incentives.
- Form and cultivate effective and beneficial relationships with leaders in management, operations, customer delivery and other supporting departments.
- Communicate business strategies, expectations, and challenges to inspire action throughout an assigned team;
- Responsible for resolving all complex issues with external and internal clients
- Effectively use recognition, coaching, training, and other tools to lead coaches and experts and inspire world-class performance and employee retention.
Implementation Manager
Cigna HealthCare
2000.11 - 2014.09
- Single point of contact for complex book of business that included several key Accounts- Metro County Government, City of Chattanooga, and Knox County Government (Specialization in Government/ Municipal Accounts)
- Oversees the installation of assigned medical accounts, including but not limited to: capturing of administrative details and benefits confirmation, structure and billing set up, eligibility collection, and loading and ID card distribution.
- Acts as a liaison between our clients and internal business partners during the installation process.
- Effectively supervise the day to day activities of a team of 25+ employees;
- Clearly communicate performance expectations;
- Responsible for the team’s meeting/exceeding service level goals (e.g., productivity, quality, etc.); Daily monitoring of the team’s performance metrics throughout the day and provide feedback and coaching to improve performance;
- Produce reports, as directed, to monitor and communicate the team’s activity, workflow and performance;
- Build/maintain a strong environment of teamwork;
- Ensure department guidelines are adhered to including attendance and punctuality;
- Responsible for the training and development of staff;
- Work with and support other departments as required; Assists and supports the Director, Coding Operations; Proficient knowledge of and compliance with department coding guidelines and procedures
- Maintain strict member confidentiality a
- Professional demeanor and the ability to work effectively within a team or independently
Education
Candidate MPA - Public Administration
University of Tennessee at Chattanooga
Chattanooga, TN09.2027
Graduated BS - Organizational Management
Covenant College
Lookout Mtn., GA05.2006
Graduated Diploma - undefined
Tyner High School
Chattanooga, TN06.1992
Skills
- Public Speaking Certification, 2019
- Frontline Management Certification, 2020
- Multipliers Certification, 2020
- Performance Catalyst Certification, 2018
- Magenta 4 Frontline Graduate, 2021
- Manager Mastery Completion, 2019
- Emotional Intelligence 20, 2021
- OSHA Certification 2021
- CPR Certification 2024
Areas of Expertise
- Organizational Management
- Signature Service/World Class Customer Service
- Relationship Building and Influence
- Diversity, Equity, and Inclusion Birmingham Chapter Lead
Timeline
Locomotive Electrician
Norfolk Southern
2024.02 - Current
TVA Nuclear Plant- General Foreman
Laborers Local 846
2021.11 - 2024.02
Payer Profile Manager
National Seating & Mobility
2020.09 - 2021.12
Manager, Team of Experts
T-Mobile USA
2015.03 - 2020.09
Implementation Manager
Cigna HealthCare
2000.11 - 2014.09
Graduated BS - Organizational Management
Covenant College
Graduated Diploma - undefined
Tyner High School
Candidate MPA - Public Administration
University of Tennessee at Chattanooga