Jaycie N. Caldwell
Chicago,IL
Summary
Dynamic and results-oriented leader with a proven ability to manage and develop high-performing teams. Expertise in implementing process improvements and optimizing workflows to enhance productivity while fostering a collaborative work environment. Recognized for exceptional reliability, strong communication skills, and a commitment to driving team efficiency and achieving organizational objectives. Passionate about empowering teams to excel and contribute to the overall success of the organization.
Overview
5
5
years of professional experience
Work History
Supervisor-Shared Services Communications
Crash Champions
Westmont, IL
10.2025 - Current
- Ensure team quality control by performing weekly audits and delivering actionable feedback and coaching in 1-on-1 meetings.
- Manage team scheduling and attendance, ensuring proper coverage to meet workload demands.
- Conduct performance reviews, develop coaching plans and document improvement outcomes.
- Guide employees on professional development to support career growth and internal advancement.
- Lead weekly meetings with Shared Services leadership to align team performance, updates and strategies.
- Monitor KPIs and adjust team priorities to maintain service levels and balanced workload distribution.
- Perform all responsibilities associated with the Team Lead role.
Team Lead-Shared Services Communications
Crash Champions
Westmont, IL
02.2025 - 10.2025
- Conduct bi-weekly 1-on-1s to monitor performance and support continuous improvement.
- Track and analyze team performance across tickets and calls, ensuring alignment with established benchmarks.
- Monitor live phone queues in Genesys across multiple departments to ensure adherence and timely call handling.
- Prepare and present performance reports to upper management, highlighting trends and actionable insights.
- Collaborate with multiple departments, providing support and hosting training sessions on system updates.
Senior-Shared Services Training Specialist
Crash Champions
Westmont, IL
08.2024 - 02.2025
- Created and maintained SOPs to support process, consistency and improve team efficiency.
- Managed escalated customer inquiries across phone, email, and chat, ensuring a high level of customer satisfaction.
- Trained new hires for the Communications team, developing and delivering training materials to support long-term success.
- Contributed to the implementation and backend development of FreshDesk, centralizing communication channels and improving visibility and reporting on ticket volume.
- Served as lead trainer across Shared Services for FreshDesk, Genesys, and D365, ensuring consistent knowledge and effective use of all platforms.
Accounts Payable Associate
Crash Champions
Westmont, IL
04.2023 - 08.2024
- Reconciled accounts payable transactions and monitored accounts to ensure timely and accurate payments.
- Verified vendor details, scheduled payments, and resolved discrepancies to maintain strong vendor relationships.
- Maintained accurate accounting ledgers by promptly posting invoices in D365.
- Communicated regularly with shop locations to provide payment updates and ensure timely invoice postings.
- Trained new hires on processes, systems, and best practices to ensure consistent and accurate processing.
- Supported month-end financial close and reporting activities in collaboration with the accounting and finance teams.
Patient Care Coordinator
Heal Doctors
Remote
01.2022 - 02.2023
- Managed a caseload of 300-400 patients across five providers in Illinois and Washington.
- Assessed social determinants of health and connected patients with appropriate community resources.
- Served as liaison between patients and clinical teams to ensure coordinated, high-quality care.
- Led bi-weekly meetings with providers to communicate a timeline for open care gaps and patient needs.
- Assisted regional manager with creating protocols and adjusting workflows prior to nationwide implementation.
Intern
Stickney Public Health District
Burbank, IL
06.2021 - 12.2021
- Learned through observation and discussion about managed care, respite care, and Medicaid/Medicare.
- Shadowed case managers during senior home visits while completing health screenings.
- Conducted Determination of Need (DON) and Mini-Mental State Exams (MMSE) during home assessments.
- Contacted senior clients about available community programs while documenting attempts in Excel.
Caregiver
Visiting Angels
Bloomington, IN
10.2020 - 04.2021
- Assisted clients with activities of daily living (ADLs), including mobility, hygiene, and personal care.
- Supported clients with household tasks such as cooking, cleaning, and medication management.
- Built strong, compassionate relationships by providing companionship and emotional support.
- Accompanied clients on outings, errands, and medical appointments to ensure safety and comfort.
Education
Bachelor of Science -
Indiana University
Bloomington, IN05-2020
High School Diploma -
Reavis High School
Burbank, IL05-2015
Skills
- Training and mentoring
- Workflow Optimization
- Process improvement
- Organizational skills
- Staff management
- Recruitment and hiring
Timeline
Supervisor-Shared Services Communications
Crash Champions
10.2025 - Current
Team Lead-Shared Services Communications
Crash Champions
02.2025 - 10.2025
Senior-Shared Services Training Specialist
Crash Champions
08.2024 - 02.2025
Accounts Payable Associate
Crash Champions
04.2023 - 08.2024
Patient Care Coordinator
Heal Doctors
01.2022 - 02.2023
Intern
Stickney Public Health District
06.2021 - 12.2021
Caregiver
Visiting Angels
10.2020 - 04.2021
Bachelor of Science -
Indiana University
High School Diploma -
Reavis High School