Jamie Thomas
Coral Springs,FL
Summary
Knowledgeable and dedicated customer service professional with extensive experience in IT Helpdesk and Medical industries. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Care Representative
Medical Transportation Management, Inc. (MTM)
10.2022 - 11.2023
- Fielded high volume of incoming calls from Medicaid and Medicare Members across 36 states in order to provide assistance with scheduling and dispatching of Non-Emergency Medical Transportation Providers to provide members with transportation to and from medical appointments.
- Facilitated superior customer experience by addressing member concerns and immediately resolving their transportation issues. Whenever necessary, locating and securing an alternate Transportation Provider to recover any failed service trips within a timely manner.
- Committed to delivering excellent customer service while working in a fast-paced environment.
- Demonstrated the ability to manage multiple tasks simultaneously while remaining adaptable and flexible.
- Ensured adherence to quality standards in all interactions with members as well as maintaining company required KPI goals and scores.
- Adhered strictly to all established health plan protocols regarding call handling procedures and scripts.
- Cross trained and promoted by recommendation of my direct superior to be placed on the Community Partners Line which fielded calls for the state of Nevada Medicare and Medicaid programs which was accompanied with supervisor credentials and override abilities in order to assist facility workers only with the scheduling trips for members being discharged or transferred from a facility.
- Collaborated with other departments to resolve all escalated cases swiftly and efficiently while adhering to the company "one call resolution" policy.
- Attended training sessions weekly to stay abreast of changes in health plan protocols, processes and federal regulations.
- Documented inquiry outcomes for accurate tracking and analysis in accordance with health plan protocol.
- Maintained confidentiality of member records at all times and in accordance with federal HIPAA laws.
- Attended regularly scheduled video conferences for team meetings and one-on-one coaching.
- Provided knowledgeable and efficient technical support to members having difficulties utilizing the member app and/or online portal and provided step-by-step guidance for members on the process for scheduling their own trips, monitoring the status and assignment of transportation providers for already scheduled trips, and submitting claims for Gas Mileage Reimbursement.
- Skilled at using various software applications and programs including Microsoft Teams and Office 365, Reveal Transit Scheduling and NEMT Dispatching software, Five9 Intelligent Cloud Contact Center Desktop Agent Software, Workday HR Software, Sharepoint Online Collaboration Software, Community Workforce Management Software, Service Now Digital Workflow Software, and SkillSoft Percipio Immersive Online Learning Platform.
Customer Service Representative/Dispatcher
Tech Service Today, LLC (TST)
02.2021 - 05.2022
- Responded to client requests by prioritizing and scheduling work order installations and tasks to field technicians for the on-time delivery of services
- Handled a high volume of outbound & inbound customer service, dispatch & tech support related calls.
- Created service tickets and scheduled/dispatched technicians within the area that possessed the proper skill set, in accordance with each client's preferences and based on the requested scope of work.
- Directed field technicians regarding necessary materials and job fulfillment requirements for each site and job in accordance to the scope of work provided by the client.
- Verified that scheduled work orders were ready to be dispatched and coordinated with the client and filed technicians accordingly.
- Monitored status of ongoing jobs and adjusted assignments and scope of work as needed throughout the shift.
- Updated field technicians regarding scheduling or technical related issues.
- Facilitated jobs with technicians and clients all over the US & Canada.
Bankruptcy Counselor/Budgeting Counselor
Debthelper.com (CCMS)
08.2018 - 12.2020
- Certified Debt Management Professional/CDMP certified.
- Advised debtors on post-bankruptcy planning strategies such as budgeting techniques.
- Maintained accurate records of client files in an organized manner for future reference.
- Drafted letters of credit counseling certification required by the court for individual debtors.
- Conducted interviews with debtors to obtain pertinent information regarding their financial situation.
- Educated debtors on how to manage their finances during periods of financial hardship.
- Developed and implemented bankruptcy policies and procedures to ensure compliance with all applicable laws and regulations.
- Appointment setting for HECM/Reverse Mortgage counselors.
- Provided training sessions for new staff members regarding best practices for filing bankruptcies.
Assistant Call Center Manager
Pure Life Cookware
02.2016 - 08.2018
- Arranged and booked live cooking demonstrations for 2 sales teams nationwide.
- Arranged and booked sales booths at Bridal Shows and conventions nationwide.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Developed process controls and metrics for daily management of call center.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
Education
Associate of Science - Medical Assisting
City College - Fort Lauderdale
Fort Lauderdale, FL01.2018
Skills
- Data Entry
- Medical Terminology Knowledge
- Project Management
- First Call Resolution
- Problem Resolution
- Technical Support
- Conflict Resolution
- LiveChat Messaging
Certification
- CPR Certified, American Red Cross - 2015 - Current
- Microsoft Office Training - 2001- Current
- CDMP - Certified Debt Management Professional Training - 2018-2023
Timeline
Customer Care Representative
Medical Transportation Management, Inc. (MTM)
10.2022 - 11.2023
Customer Service Representative/Dispatcher
Tech Service Today, LLC (TST)
02.2021 - 05.2022
Bankruptcy Counselor/Budgeting Counselor
Debthelper.com (CCMS)
08.2018 - 12.2020
Assistant Call Center Manager
Pure Life Cookware
02.2016 - 08.2018
Associate of Science - Medical Assisting
City College - Fort Lauderdale
- CPR Certified, American Red Cross - 2015 - Current
- Microsoft Office Training - 2001- Current
- CDMP - Certified Debt Management Professional Training - 2018-2023
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