Jason Jerome
West Palm Beach,Florida
Summary
Professional with strong background in operations management. Skilled in optimizing workflows, improving efficiency, and leading high-performing teams. Known for effective problem-solving and adaptability in dynamic environments. Strong focus on team collaboration and achieving measurable results. Proficient in inventory management, process improvement, and staff training.
Overview
5
5
years of professional experience
Work History
Chief Operating Officer
Sante Plus Medical Center
West Palm Beach, FL
01.2023 - Current
- Coordinate activity across 9 clinics while supporting collaboration among HR, Operations, Administration, and the Call Center function.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Manage scheduling, logistics, internal communication, and follow-up tasks to keep day-to-day operations organized and on track.
- Strengthen workflow continuity by improving communication between teams, reducing delays, and supporting timely issue resolution.
- Assist with process improvement efforts that enhance service delivery, accountability, and execution in a fast-paced healthcare environment.
- Leverage bilingual proficiency in English and Haitian Creole to communicate effectively with patients and staff across clinics.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked effectively in fast-paced environments.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Spearheaded transition to remote work during global health crisis, ensuring business continuity and employee safety.
Call Center Supervisor
Sante Plus Medical Center
West Palm Beach, FL
01.2022 - 01.2023
- Supervised team of customer service representatives, ensuring adherence to quality standards and protocols.
- Developed training materials for new hires, enhancing onboarding experience and knowledge retention.
- Implemented process improvements that increased call resolution efficiency and reduced customer wait times.
- Analyzed call center metrics to identify trends, leading to targeted coaching and performance enhancements.
- Facilitated regular team meetings to promote communication and share best practices among staff members.
- Resolved escalated customer issues, demonstrating effective problem-solving skills and conflict resolution strategies.
- Mentored junior staff on effective communication techniques, fostering a collaborative team environment.
- Managed escalations effectively, resolving complex issues quickly while maintaining high levels of professionalism and empathy towards customers.
- Enhanced knowledge sharing among team members through weekly meetings that included collaborative problem-solving exercises.
- Coached and mentored agents for increased performance, resulting in higher customer service ratings.
- Led efforts to improve overall departmental culture through employee engagement initiatives such as team-building events, rewards programs, and peer-to-peer recognition systems.
- Built strong 100% relationships with clients by following up on previous purchases and suggesting new products.
Call Center Representative
Cutco
West Palm Beach, FL
01.2021 - 12.2021
- Managed high call volumes more then 85% while providing exceptional customer support and maintaining professional composure.
- Maintained accurate call records and upheld company expectations for communication standards and performance consistency.
- Managed multiple calls simultaneously, demonstrating strong multitasking and communication skills.
- Provided product knowledge and support, guiding customers through purchase processes effectively.
- Documented customer interactions accurately in CRM system for improved follow-up and service quality.
- Trained new staff on call handling techniques and company policies to promote consistency in service delivery.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
Education
Associate of Science - Political Science
Palm Beach State College (PBSC)
Palmetto, FL04-2027
Skills
- Call center customer service
- Verbal and written communication
- Communicating with clients
- Building rapport
- Customer service optimization
- Customer relationship management
- Documentation and reporting
- Report preparation
- Teamwork and collaboration
CORE COMPETENCIES
- Executive & COO-Level Operational Support
- Call Center Leadership & Team Development
- Scheduling, Logistics & Follow-Up Execution
- Reports, Tracking & Operational Communication
- Bilingual: English & Haitian Creole
- Healthcare Administration & Clinic Coordination
- Workflow Optimization & Process Improvement
- Patient Experience & Service Delivery
- Cross-Functional Collaboration & Accountability
SELECTED LEADERSHIP HIGHLIGHTS
- Advanced from frontline call center work into supervisory leadership and then into direct COO support, reflecting trust, adaptability, and consistent performance.
- Experience spans patient service, team leadership, executive support, and operational coordination across multiple clinics and departments.
- Known for strong multitasking, calm decision-making, discretion, and the ability to keep moving parts organized under pressure.
- Brings a hands-on leadership style focused on communication, follow-through, efficiency, and service excellence.
- Bilingual in English and Haitian Creole, supporting clear communication with diverse patients and colleagues across all levels of the organization.
PROFESSIONAL STRENGTHS
- Leadership and team support in fast-paced environments
- Organization, prioritization, and multi-task coordination
- Communication across executives, staff, and operational teams
- Dependability, discretion, and ownership of day-to-day execution
- Service-focused approach with strong patient and stakeholder awareness
- Bilingual communication in English and Haitian Creole
- Problem-solving with a process-improvement mindset
Languages
English
Full Professional
Timeline
Chief Operating Officer
Sante Plus Medical Center
01.2023 - Current
Call Center Supervisor
Sante Plus Medical Center
01.2022 - 01.2023
Call Center Representative
Cutco
01.2021 - 12.2021
Associate of Science - Political Science
Palm Beach State College (PBSC)