JAMIA ELLISON
Atlanta,GA
Summary
Administrative professional with 9+ years of experience providing customer service, scheduling coordination, records management, and operational support in fast-paced environments. Proven ability to manage confidential information, coordinate meetings and communications, maintain accurate records, and support cross-functional teams. Holds a Master of Public Administration with a concentration in Health Administration Policy and is seeking to leverage administrative and organizational expertise in a healthcare setting.
Overview
1
1
Certification
10
10
years of professional experience
Work History
Customer Service Representative (CSR) II
Delta Airline Lines
Atlanta, GA
03.2023 - Current
- Delivers high-volume, customer-centered service in a regulated, fast-paced environment, resolving complex inquiries while adhering to strict policies, privacy standards, and operational procedures.
- Manages sensitive customer information, documentation, and system records with accuracy and confidentiality—demonstrating
- Coordinates scheduling changes, service recovery, and real-time problem resolution, applying critical thinking and de-escalation skills transferable to patient access and care coordination settings.
- Collaborates cross-functionally with operations, leadership, and support teams to ensure service continuity, minimize disruptions, and improve overall customer experience.
- Communicates clearly and professionally with diverse populations, including individuals experiencing stress or urgency, maintaining empathy, efficiency, and service excellence under pressure.
- Utilizes multiple technology platforms simultaneously to document interactions, track resolutions, and support performance metrics in a high-accountability environment.
- Consistently meet or exceeds performance benchmarks related to customer satisfaction, accuracy, and productivity.
- • Maintained accurate records and documentation while navigating multiple software systems simultaneously.• Coordinated scheduling adjustments and communicated operational updates to customers and internal stakeholders.• Managed high volumes of inbound communications while maintaining professionalism, accuracy, and confidentiality.
Program Administration Assistant (Intern)
A R.E.A.C.H Organization
Atlanta, GA
01.2024 - 05.2024
- Provided high-level administrative and program coordination support for a community health initiative serving underserved youth ages 8-24, ensuring compliance with organizational policies and confidentiality standards.
- Coordinated scheduling, program logistics, and stakeholder communications across multidisciplinary teams, supporting mental wellness, cognitive development, and preventive health programming.
- Managed participant records, data tracking, and reporting using technology-based platforms to support outcomes measurement, grant requirements, and continuous quality improvement.
- Served as a primary point of contact for families, educators, and community partners, delivering patient-centered, culturally responsive service aligned with healthcare access and equity principles.
- Supported implementation of innovative, technology-driven interventions by maintaining documentation, monitoring program workflows, and assisting leadership with administrative operations.
- • Scheduled meetings, coordinated program activities, and maintained calendars for leadership and stakeholders.• Prepared reports, maintained program documentation, and organized confidential participant records.• Served as the primary administrative contact for community partners, families, and program participants.
Lead Customer Service Representative / Sales Associate
Target
Atlanta, GA
05.2020 - 08.2023
- Served as a team lead supporting daily operations, providing onboarding, training, and real-time coaching to new and existing associates to ensure service quality and policy compliance.
- Acted as an escalation point for complex customer concerns, applying de-escalation, problem-solving, and service recovery techniques in high-volume environments.
- Monitored workflow, task completion, and performance standards, reinforcing accuracy, efficiency, and accountability across the team.
- Supported leadership with scheduling coverage, shift handoffs, and communication to maintain operational continuity.
Lead Customer Service Representative / Sales Associate
Footlocker
Atlanta, GA
05.2016 - 05.2020
- Led and trained sales associates on customer engagement standards, systems usage, and operational procedures, ensuring consistent service delivery.
- Provided floor leadership by prioritizing tasks, coaching in real time, and supporting performance goals during peak periods.
- Assisted with documentation, cash-handling accuracy, and compliance with company policies, reinforcing attention to detail and trust.
- Fostered a collaborative, service-oriented environment while maintaining professionalism and efficiency under pressure.
- • Provided customer service support and handled transactions with accuracy• Maintained records and supported daily operational documentation• Assisted with training staff and maintaining organized work processes
Education
Master's Degree - Public Administration, Health Administration Policy
Albany State University
Albany, GA05.2024
Bachelor's Degree - Health & Human Performance
Albany State University
Albany, GA12.2022
Associate's Degree - Health Science
Albany State University
Albany, GA12.2020
Skills
Client Registration
KPI Tracking
Process Improvement
Project Coordination
Administrative Support
Calendar Management
Scheduling Coordination
Meeting Coordination
Customer Service Excellence
Data Entry
Records Management
Confidential Documentation
Stakeholder Communication
Program Coordination
Microsoft Office Suite
Report Preparation
Healthcare Administration
Interdepartmental Work
EMR/EHR Data
Clinical Data Entry
Community Outreach
Office Operations
Stakeholder Engagement
Quality Assurance
Microsoft Suite
35 WPM
Application Processing
De-Escalation
Health Insurance
Benefits Coordination
Report Generation
Technical Support
HIPAA / PHI
Member Services
Certification
- CITI Program
- Toastmasters
- American Society for Public Administration
Timeline
Program Administration Assistant (Intern)
A R.E.A.C.H Organization
01.2024 - 05.2024
Customer Service Representative (CSR) II
Delta Airline Lines
03.2023 - Current
Lead Customer Service Representative / Sales Associate
Target
05.2020 - 08.2023
Lead Customer Service Representative / Sales Associate
Footlocker
05.2016 - 05.2020
Associate's Degree - Health Science
Albany State University
Bachelor's Degree - Health & Human Performance
Albany State University
Master's Degree - Public Administration, Health Administration Policy
Albany State University