Jessica Carthon
Summary
To obtain employment with a company that offers a positive atmosphere to learn and implement new skills and technologies for the betterment of the organization. Dynamic administrative professional and leader with 15+ years of experience playing key role in attaining daily objectives and long-term goals across diverse office platforms. Strongly committed to raising productivity and service quality via strategic planning and allocation of resources as well as implementation of process improvements. Heavily skilled in communications and liaison capabilities with superior communication, computer, support and organizational skills.
Overview
17
17
years of professional experience
Work History
Police Communications Operator II
State Of Maryland
07.2014 - Current
- Accurately monitoring the status of offenders enrolled in the Home Detention program through use of computer equipment, interface with multiple data files, direct contact with offenders and their sponsors, and radio communication with officers involved in field duties
- Supporting Department of Public Safety and Correctional Services by answering telephone calls for serious incident reports from other correctional facilities, making emergency notifications, and assisting the media in contacting various public information officers.
- Enhanced emergency response times by efficiently prioritizing and dispatching incoming calls.
- Streamlined communication processes for faster information exchange between departments and agencies.
- Assisted in the development of new training materials, resulting in improved operator performance.
- Maintained accurate records of all communications, ensuring reliable data for future reference and analysis.
- Collaborated with team members to develop improved call handling procedures, increasing overall efficiency.
- Contributed to a positive work environment by actively participating in team meetings and promoting open communication among colleagues.
- Handled sensitive information discreetly, maintaining confidentiality at all times.
- Monitored multiple sources of information simultaneously, ensuring comprehensive situational awareness during emergencies.
- Delivered exceptional customer service by addressing caller inquiries with empathy and professionalism.
- Regularly reviewed call logs for quality assurance purposes, identifying areas for improvement and implementing corrective measures as necessary.
- Successfully managed high-stress situations with composure, effectively coordinating multi-agency responses when needed.
- Mentored new operators during their initial training period, providing guidance on best practices and company policies.
- Developed strong relationships with local law enforcement agencies, facilitating seamless collaboration during joint operations.
- Recognized as a key contributor to team success, regularly receiving positive feedback from colleagues and supervisors for outstanding performance.
- Consistently met or exceeded performance benchmarks for call handling time while maintaining high levels of accuracy and professionalism.
Secretary of State
State Of Maryland
03.2014 - Current
- Notarizing documents across the State of Maryland as a sworn official.
Client Services Representative
PDP Group Hunt Valley MD
08.2013 - 07.2014
- Efficient tracking insurance for leased and retail vehicles for Porsche, Bentley, Lamborghini, Honda, and Acura.
- Communicated effectively with Insurers and Insurance Agents via telephone, fax, and email to ensure that client standards are being met.
- Professional handling of all calls servicing their necessary inquiries.
- Accurate data entry of all insurance documents into numerous systems to ensure legal leasing compliance.
Release of Information Specialist/Client Services Representative
IOD Incorporated
01.2013 - 08.2013
- Received incoming requests for information and responds to requests by opening mail, assisting walk-ins and telephone inquiries and retrieving facsimile inquiries in a timely manner
- Date stamps all requests and highlights pertinent data to facilitate processing
- Validated requests and authorizations for release of medical information according to established procedures and HIPAA guidelines
- Completed release of information requests including retrieving patient's medical charts and returning charts, copying/scanning medical records accurately and correctly, according to requests, established procedures, and established standards of quality and productivity; and electronically transmits medical record to processing operations
- Reviewed the accuracy of scanned documents and ensures documents reflect the details specified by the requestor
- Performed quality checks on all work to assure accuracy of the release, confidentiality, and proper invoicing
- Provided excellent customer service by being attentive, respectful and professional at all times; insures understanding of customer request and follows-through as promised; being proactive in identifying and addressing member concerns, or problems
- Demonstrated helpful and effective telephone etiquette and customer service skills by providing appropriate information to callers.
Administrative Coordinator I
Gaudenzia Inc
08.2012 - 01.2013
- Efficient initial setup, maintenance and safe keeping of client files, preparation of reports, reporting all changes in client population to the Program and Division Director,
- Maintaining accurate records, and working with clients and other social agencies, hospitals, clinics, courts and other community resources in determining the needs of clients requiring outside resources in planning to meet these needs and to assist the client in utilizing these requirements
- Accurate reporting to Program Director for achievement of program objectives in compliance with licensing and credentialing standards
- Streamlined office operations by implementing efficient administrative processes and procedures.
- Enhanced communication between departments with timely and accurate preparation of reports and documents.
- Reduced expenses by monitoring budgets, tracking expenditures, and identifying cost-saving opportunities.
- Maintained a well-organized filing system to ensure easy access to important records and documents.
- Increased team productivity with effective delegation of tasks and prioritization of responsibilities.
- Organized successful events by overseeing logistics, managing vendors, and coordinating promotional efforts.
- Ensured compliance with company policies by maintaining up-to-date knowledge of regulations and conducting regular audits of procedures.
- Provided exceptional administrative support to executive staff members through meticulous organization skills and attention to detail.
- Collaborated with cross-functional teams to achieve project objectives within tight timelines.
- Developed strong working relationships with vendors, negotiating favorable contract terms while ensuring timely delivery of goods or services.
- Contributed to a positive work environment by proactively addressing employee concerns and fostering open channels of communication among colleagues.
- Facilitated smooth day-to-day operations by anticipating needs, proactively addressing potential issues, and efficiently resolving problems as they arose.
- Answered phone calls and responded to inquiries from customers, vendors and other external contacts.
- Assisted management with special projects to complete all tasks by deadlines.
- Managed and maintained electronic and paper-based filing systems to keep essential documents and information easily accessible and organized.
- Maintained office calendars to track important dates and deadlines.
- Maintained databases and contact lists to keep important contact information accurate and up to date.
- Prepared detailed documents and reports in adherence administrative processes.
- Monitored and ordered office supplies to keep office stocked with resources necessary to function smoothly.
- Created presentations and other materials to support organizational activities.
- Monitored and directed incoming mail and prepared outgoing mail.
Healthcare Collector (Work From Home)
NCO Financial Systems
09.2011 - 08.2012
- Communicated with debtors by telephone and approved written correspondence to attempt to bring resolution to unpaid health care facility accounts
- Provided thorough, efficient, and accurate account updates on computer files for each call made or received
- Demonstrated effective skip-tracing techniques by locating debtor contact information
- Counsel delinquent account debtors to assist in finding funds to meet debt obligations
- Knowledge, understanding, and compliance with all applicable Federal, State, and Local laws and regulations that regulate the collection industry
- Knowledge, understanding, and compliance with HIPPA laws and guidelines
- Makes recommendations to implement improved processes.
Customer Service Supervisor
Toys R Us
08.2007 - 02.2012
- Assisted customers with sales while providing exceptional customer service.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
- Implemented effective scheduling strategies to optimize staff coverage during peak hours and minimize wait times for customers.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
Solutions Specialist
Best Buy
04.2008 - 09.2009
- Presented admirable customer service even when customer issues escalated.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Streamlined communication channels for improved customer interaction and feedback collection.
- Collaborated with cross-functional teams to deliver optimal solutions for customers'' needs.
- Implemented time-saving strategies to expedite resolution of customer concerns.
- Provided thorough training sessions for new hires, ensuring consistent quality in customer service delivery.
- Improved onboarding experience for new hires, creating a comprehensive orientation program.
- Increased applicant quality by streamlining the hiring process and implementing a pre-screening system.
Education
Bachelor of Science - Business Administration And Management
Franklin University
Columbus, OH06.2024
Associates of Applied Business - Business Management/Human Resources -
Eastern Gateway Community College
Stuebenville, OH10.2021
Skills
Strong attention to detail
Assertiveness
Customer Service
Problem Research and Resolution
Critical Thinking
Proficient in MS Office
Proficient in G Suite
Adaptability
Creative Writing
Client Relations
Cross-cultural communication
Professionalism and Courtesy
Timeline
Police Communications Operator II
State Of Maryland
07.2014 - Current
Secretary of State
State Of Maryland
03.2014 - Current
Client Services Representative
PDP Group Hunt Valley MD
08.2013 - 07.2014
Release of Information Specialist/Client Services Representative
IOD Incorporated
01.2013 - 08.2013
Administrative Coordinator I
Gaudenzia Inc
08.2012 - 01.2013
Healthcare Collector (Work From Home)
NCO Financial Systems
09.2011 - 08.2012
Solutions Specialist
Best Buy
04.2008 - 09.2009
Customer Service Supervisor
Toys R Us
08.2007 - 02.2012
Bachelor of Science - Business Administration And Management
Franklin University
Associates of Applied Business - Business Management/Human Resources -
Eastern Gateway Community College