Jacquelyn Johns
Portland,TN
Summary
Dynamic, customer-focused professional with over 10 years of hands-on experience in customer service with leadership skills. Committed to leveraging strong interpersonal skills to enhance career growth while contributing to the profitability and success of a forward-thinking organization. Proven ability to build lasting relationships with clients and colleagues, ensuring a positive experience that drives business results.
Overview
12
12
years of professional experience
Work History
Patient Care Representative/New Hire Trainer
Care Now Urgent Care
10.2023 - Current
- Maintained confidentiality of patient data and condition to safeguard health information.
- Actively participated in staff meetings contributing valuable insights into improving processes within the clinic to enhance patient experience.
- Efficiently managed high volumes of phone calls, messages, and inquiries from patients or other healthcare providers, ensuring prompt responses and resolutions.
- Streamlined appointment scheduling for better time management, resulting in decreased wait times and increased patient satisfaction.
- Coordinated patient referrals to specialists or external facilities when necessary for further treatment or evaluation.
- Provided compassionate support to patients during difficult situations, offering emotional reassurance while maintaining a professional demeanor.
- Demonstrated exceptional organizational skills by managing multiple tasks simultaneously while prioritizing urgent matters effectively in a fast-paced setting.
- Greeted and directed patients to examination rooms and verified insurance coverage and collected co-payments.
- Built strong relationships with patients and their families, fostering trust and confidence in the care provided by the facility.
- Scheduled approximately 50 patients per week and made reminder calls.
- Improved patient satisfaction by providing timely and efficient care, addressing individual needs, and ensuring comfort throughout treatment.
- Delivered excellent patient experiences and direct care.
- Answered incoming calls, scheduled appointments and filed medical records.
- Verified patient insurance eligibility and entered patient information into system.
- Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
- Engaged with patients to provide critical information.
- Facilitated communication between patients and various departments and staff.
- Increased consistency in employee performance evaluations by standardizing training materials across all departments.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Trained new staff on filing, phone etiquette and other office duties.
- Reduced time-to-productivity for new hires through targeted skill development and hands-on practice sessions.
- Served as a trusted mentor to countless employees, guiding them through challenging transitions into their respective roles within the organization.
Office Clerk
IES Residential
04.2022 - Current
- Maintained organized files and stocked supplies to support team needs and maximize performance.
- Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment.
- Managed incoming calls and correspondence professionally, ensuring timely responses to clients and colleagues alike.
- Increased office efficiency by maintaining accurate filing systems and streamlining administrative processes.
- Upheld strict confidentiality standards when handling sensitive client or company information in both digital formats or hard-copy documents.
- Streamlined document preparation by effectively utilizing software tools such as Microsoft Office Suite for drafting reports, presentations, and spreadsheets.
- Boosted customer satisfaction rates through efficient scheduling of appointments and managing front-desk reception area activities.
- Improved financial record-keeping accuracy with diligent tracking of invoices, payments received, and expense reports submitted for reimbursement.
- Input data into spreadsheets and databases.
- Reviewed files, records and other documents to obtain information to respond to requests.
- Processed incoming and outgoing mail and packages according to established procedures.
- Coordinated and scheduled meetings and appointments.
- Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.
- Compiled and analyzed data to produce reports.
Server
Mable’s Family Diner
10.2021 - 04.2022
- Open and close restaurant, maintain cleanliness & organization, handling cash and card payments, ensure positive customer experiences,Resolved complaints promptly and professionally to ensure customer satisfaction, record & stock inventory, multi-tasking and time management skills, independent & team-oriented skills. Maintained high standards of customer service during high-volume, fast, paced operations
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Cultivated warm relationships with regular customers.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
Server
Cock of the Walk
07.2021 - 10.2021
- Ability to open & close restaurant for morning & night shifts, stocking inventory daily, maintain cleanliness in front and back of house throughout shifts, customer service skills, multi-tasking skills, fast pace work environment, ability to handle multiple parties, memorization skills, organizational skills, accommodate all guests needs and concerns, communication skills with coworkers & management.
Cocktail Waitress
The Mint Gaming Hall
07.2019 - 07.2021
- Built lasting relationships with patrons to create a loyal customer base, resulting in increased repeat business and positive word-of-mouth referrals.
- Greeted new customers, discussed specials, and took drink orders.
- Checked guests' identification before serving alcoholic beverages.
- Printed dining checks with total due, collected payment and offered receipts to complete transactions.
- Monitored patrons for alcohol intake to appropriate levels and took measures to curtail inappropriate behavior.
- Increased sales significantly by upselling higher-end products to customers.
- Displayed strong attention to detail when preparing garnishes and creating visually appealing drink presentations that enhanced the overall dining experience.
- Continuously updated personal knowledge of industry trends, new cocktail recipes, and best practices to provide guests with an exceptional experience.
- Monitored inventory levels and restocked supplies as needed, maintaining optimal workflow during peak hours.
- Assisted with bartending duties during high-volume shifts.
Starbucks Barista
Starbucks
07.2019 - 07.2021
- Controlled line and crowd with quick, efficient service.
- Handled customer complaints professionally, resolving issues promptly to ensure satisfaction and foster loyalty.
- Trained new team members with positive reinforcement and respectful, encouraging coaching.
- Assisted in inventory management to maintain adequate stock levels and reduce wastage.
- Adhered to strict food hygiene regulations, minimizing risk of contamination or illness among customers.
- Educated customers on coffee offerings, promoting upselling opportunities and enhancing their overall experience.
- Enhanced customer satisfaction by efficiently preparing and serving high-quality beverages.
- Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
- Operated espresso machines and commercial coffee brewers to create beverages.
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Contributed to a positive team environment through effective communication and collaboration with colleagues.
- Maintained a clean and organized workspace for optimal productivity and safety.
Warehouse Associate
Macys Logistics Warehouse
05.2018 - 07.2019
- Prepared packages for shipment using appropriate packing materials to minimize potential damage during transit.
- Checked orders with care and proactively handled issues impacting order accuracy or delivery deadlines.
- Ensured timely deliveries by working closely with transportation teams to prioritize urgent orders.
- Maintained a clean and safe work environment, adhering to OSHA safety guidelines at all times.
- Worked professionally with team members and across departments to meet demands of high-volume environment.
- Demonstrated adaptability by quickly learning and embracing new warehouse technologies and processes as they were introduced to improve efficiency within organization operations strategy goals over time period spent working as an Outbound Warehouse Associ
- Used correct, safe processes for operating material handling forklifts, pallet jacks and hand trucks.
- Shipped material and performed boxing, packing, labeling, and preparation of related documents.
- Assisted in receiving, stocking and distribution of merchandise.
- Maintained clean, orderly work environment free of hazards.
Assistant Manager
Nekter Juice Bar
11.2017 - 04.2018
- Established team priorities, maintained schedules and monitored performance.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Defined clear targets and objectives and communicated to other team members.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Coached new employees, ensuring smooth onboarding process and quicker adaptation to their roles.
- Coordinated with vendors for timely inventory replenishment, ensuring product availability.
- Oversaw daily operations to maintain store cleanliness and organization.
- Assisted in budget preparation, ensuring alignment with financial goals.
- Analyzed sales data to identify trends and adjust inventory orders accordingly.
- Improved customer satisfaction by resolving complaints and inquiries promptly.
- Ensured compliance with all safety regulations by conducting regular inspections of equipment/operations within the store.
- Increased sales through effective merchandising strategies and targeted promotions.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
Shift Lead
First Watch
08.2016 - 05.2017
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Kept employees operating productively and working on task to meet business and customer needs.
- Completed store opening and closing procedures and balanced tills.
- Trained new employees and delegated daily tasks and responsibilities.
- Maintained a clean and organized work environment, ensuring safety standards were met consistently.
- Helped store management meet standards of service and quality in daily operations.
- Enhanced customer satisfaction through effective conflict resolution and prompt service.
- Responded to and resolved customer questions and concerns.
- Supported upper management during critical decision-making processes by providing valuable insights based on firsthand experiences from shift operations.
- Cultivated an inclusive workplace culture that fostered teamwork and collaboration among diverse employees.
- Streamlined inventory management processes to reduce waste and increase profitability.
- Completed cash and credit card transactions accurately using POS software.
- Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly.
Server/Waiter
Carabba's Italian Grill
09.2015 - 03.2017
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Assisted in training new hires, providing guidance on restaurant standards and best practices.
- Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
- Developed strong rapport with regular customers through genuine hospitality efforts leading to repeat business.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Used slow periods to restock supplies, ice, trays, and delivery bags.
- Coordinated with kitchen staff to ensure timely delivery of orders, resulting in satisfied customers.
- Implemented effective communication strategies between front-of-house and back-of-house staff for streamlined operations.
- Consistently met or exceeded performance goals related to sales targets, customer satisfaction ratings, and order accuracy.
- Ensured customer satisfaction with detailed attention to special dietary needs and preferences.
- Increased sales by suggesting additional items like desserts and drinks based on customers' orders.
- Utilized knowledge of menu to make recommendations, enhancing customer dining experience.
- Enhanced team efficiency, collaborating effectively in high-pressure settings.
- Improved dining experience by providing prompt, attentive service to guests.
- Boosted repeat customer rates, remembered regular guests' preferences and greeted them by name.
Server
Cracker Barrell
04.2015 - 09.2015
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
- Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
- Handled cash transactions accurately, contributing to balanced daily financial reports.
- Set positive tone for entire dining experience as first point of contact for incoming guests.
- Supported colleagues during peak hours, fostering a collaborative work environment that enhanced overall productivity levels.
- Explained menu items and suggested appropriate options for food allergy concerns.
- Increased sales with upselling techniques and thorough knowledge of menu items, specials, and promotions.
- Utilized communication practices with kitchen staff to deliver customer meals in timely manner.
Cashier
Food Lion
07.2013 - 04.2015
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Stocked, tagged and displayed merchandise as required.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Contributed to store success by maintaining high standards of cleanliness throughout the facility.
- Answered questions about store policies and addressed customer concerns.
- Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
- Exceeded productivity goals through consistent attention to detail and organization during busy shifts.
- Managed cash drawer accurately, ensuring all transactions balanced at end of day.
- Improved efficiency, organized checkout area for optimal workflow.
- Enhanced customer loyalty by participating in rewards program enrollment.
Education
High School Diploma -
Portland High School
05.2015
Skills
- Promotional strategy development
- Workforce education
- CRM expertise
- Team collaboration enhancement
- Comprehensive understanding of products
- Professional call handling
- Experienced with digital tools
- Customer service expertise
- Problem-solving skills
- Engaged listening
- Service excellence
Timeline
Patient Care Representative/New Hire Trainer
Care Now Urgent Care
10.2023 - Current
Office Clerk
IES Residential
04.2022 - Current
Server
Mable’s Family Diner
10.2021 - 04.2022
Server
Cock of the Walk
07.2021 - 10.2021
Cocktail Waitress
The Mint Gaming Hall
07.2019 - 07.2021
Starbucks Barista
Starbucks
07.2019 - 07.2021
Warehouse Associate
Macys Logistics Warehouse
05.2018 - 07.2019
Assistant Manager
Nekter Juice Bar
11.2017 - 04.2018
Shift Lead
First Watch
08.2016 - 05.2017
Server/Waiter
Carabba's Italian Grill
09.2015 - 03.2017
Server
Cracker Barrell
04.2015 - 09.2015
Cashier
Food Lion
07.2013 - 04.2015
High School Diploma -
Portland High School
Similar Profiles
ALYSON BETANCOURTALYSON BETANCOURT
Patient Representative at CARE NOW URGENT CAREPatient Representative at CARE NOW URGENT CARE
Melisa DominguezMelisa Dominguez
Certified Medical Assistant at Optum Urgent Care/ Exer Urgent CareCertified Medical Assistant at Optum Urgent Care/ Exer Urgent Care
IVONA KOZULIVONA KOZUL
Family Nurse Practitioner - Clinic and Telehealth at Pediatrix Urgent Care (Now Urgent Care for Kids)Family Nurse Practitioner - Clinic and Telehealth at Pediatrix Urgent Care (Now Urgent Care for Kids)
Mark IngramMark Ingram
Assistant Manager/Project Manager at Nabholz Construction ServicesAssistant Manager/Project Manager at Nabholz Construction Services
LERRAE PEYREGNELERRAE PEYREGNE
IT Shared Services Manager at Sarah Cannon Research Institute (SCRI)IT Shared Services Manager at Sarah Cannon Research Institute (SCRI)