Jemar Mack
Fort Lauderdale,FL
Summary
Experienced client support and operations professional with a background in admissions, transportation coordination, fraud operations, and customer service. Skilled in communication, crisis management, problem-solving, and team leadership. Experienced client support professional with a background in admissions, behavioral health coordination, transportation logistics, and fraud operations. Strong in customer service, communication, problem solving, and attention to detail.
Overview
26
26
years of professional experience
Work History
Admissions Counselor
FHE Health
Deerfield Beach, Florida
10.2023 - 02.2026
- Scheduled campus visits and admissions appointments, providing informative tours to enhance prospective student engagement.
- Collaborated with business development representatives to arrange client admissions and travel logistics.
- Assessed client needs, risks, and treatment concerns.
- Conducted individual phone assessments for diverse mental health clients.
- Coordinated referrals to community services and psychiatric providers, ensuring timely access to essential support for clients.
- Supported crisis intervention and de-escalation during urgent situations.
- Educated clients and families on coping skills and wellness strategies.
- Demonstrated sensitivity and competence in treating patients from diverse backgrounds.
- Assisted in crisis intervention to provide immediate support for clients in distress.
- Documented service plans, treatment reports and progress notes.
- Conducted initial assessments of clients to diagnose mental health disorders and develop treatment plans.
- Collaborated with healthcare providers to streamline comprehensive care coordination, improving client outcomes.
Transportation Coordinator
We Level Up
Deerfield Beach, Florida
02.2022 - 10.2023
- Coordinated transportation schedules for We Level Up treatment program, optimizing patient access to services.
- Verified appointment routes and transportation needs for behavioral health clients.
- Communicated discharge pickup details with drivers, patients, and care teams.
- Monitored ride status, resolving delays with dispatch partners to maintain timely transportation for clients.
- Supported safe handoffs between clinic staff and transportation providers.
- Addressed patient concerns with calm, professional service and clear communication.
- Ensured compliance with laws and regulations for transport operations, safeguarding patient safety and service quality.
Fraud Specialist Supervisor
Wells Fargo
Charlotte, North Carolina
03.2013 - 02.2022
- Resolved digital banking inquiries through phone, chat, and secure messaging.
- Directed daily operations and aligned work plans with employer priorities.
- Managed staff schedules, assignments, and performance reviews.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Coached, mentored, and trained team members to elevate job performance.
- Trained team members on policies, procedures, and service standards.
- Trained employees on additional job positions to maintain coverage of roles.
- Assigned tasks to team members based on their skills and strengths. to associates to fit skill levels and maximize team performance.
- Developed and implemented strategies enhancing customer satisfaction and loyalty.
- Analyzed customer feedback data to create actionable plans for service improvement.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Provided leadership during times of organizational change or crisis situations.
- Enhanced team morale and retention through recognition programs and career development opportunities.
- Recruited and hired qualified candidates to fill open positions.
- Prepared reports, updates, and recommendations for senior leadership.
- Coordinated cross-functional communication with departments and leadership.
- Maintained compliance with company policies, safety rules, and regulations.
- Ensured compliance with all applicable laws, regulations, industry standards.
- Monitored budgets, expenses, and resource use for employer operations.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
Fraud & Claims Ops Specialist
Wells Fargo
Charlotte, North Carolina
11.2008 - 03.2013
- Reviewed case files daily for compliance with company standards using established systems and procedures.
- Reviewed policies and procedures for accurate specialist case handling.
- Reviewed documentation for accuracy, completeness, and policy compliance.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
- Leveraged software and tools to enhance process efficiency and performance.
- Trained new staff on processes, tools, and workflow expectations to ensure smooth onboarding.
- Improved team coordination through clear guidance and consistent follow-up.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Identified the needs of customers promptly and efficiently.
- Provided excellent service and attention to customers through phone conversations.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Recognized by management for providing exceptional customer service.
- Prioritized and organized tasks to meet service goals.
- Assisted in developing strategies to increase customer satisfaction level.
- Developed and implemented specialized procedures for customer service operations.
Customer Service Representative
Wachovia Bank
Fort Mill, South Carolina
07.2000 - 11.2008
- Provided exceptional customer service to ensure customer satisfaction.
- Resolved customer complaints quickly and effectively, ensuring high levels of customer satisfaction.
- Assisted Wachovia Bank customers with account inquiries and banking service requests to enhance overall customer experience.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Identified and recommended improvements to customer service processes, contributing to enhanced service delivery.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Identified opportunities for upselling additional products or services based on customer needs.
- Marketed available products to customers during service interactions to increase sales. and services to customers during service, account management and order calls.
- Educated customers about billing procedures to enhance understanding and compliance. about billing procedures, processed payments, and provided payment option setup assistance.
- Modified customer bills to correct errors and resolve billing issues. and refunded money to resolve customers' service or billing complaints.
- Resolved customer complaints by following Wachovia Bank policies and service procedures.
- Described account features, fees, and online banking options for customers.
- Remained calm and professional in stressful circumstances and effectively defused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Verified customer identity to ensure secure access to banking services. for account access and secure banking transactions.
- Referred complex issues to Wachovia Bank supervisors and specialized departments.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Strengthened customer retention by offering discount options.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Supported sales team members to drive growth and development.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Improved product knowledge on a continuous basis to provide optimal service and achieve sales quotas.
- Mentored junior team members and managed employee relationships.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Education
Bachelor of Science - Communications
Western Carolina University
Cullowhee, NC05-2000
Skills
- Appointment scheduling
- Database entry
- Data entry accuracy
- Microsoft Word
- Email correspondence
- Customer service
- Client communication
- Counseling techniques
- Attention to detail
- Written communication
- Problem solving
- Time management
- Team collaboration
Timeline
Admissions Counselor
FHE Health
10.2023 - 02.2026
Transportation Coordinator
We Level Up
02.2022 - 10.2023
Fraud Specialist Supervisor
Wells Fargo
03.2013 - 02.2022
Fraud & Claims Ops Specialist
Wells Fargo
11.2008 - 03.2013
Customer Service Representative
Wachovia Bank
07.2000 - 11.2008
Bachelor of Science - Communications
Western Carolina University