Jessica Green
Huntsville,AL
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Care Representative
Express Scripts
Huntsville, AL
04.2022 - 07.2025
- Responded to customer needs through competent customer service and prompt problem-solving
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues
- Monitored social media platforms for any customer complaints or inquiries, addressing them promptly through appropriate channels
- Maintained a high level of product knowledge to provide accurate information and support to customers
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels
- Contributed to team success, consistently achieving call center performance metrics
- Navigated multiple computer systems and applications to find information
SME Team Leader
Alorica
Huntsville, AL
10.2019 - 04.2022
- Developed a succession planning strategy for the SME Team Leader's direct reports, ensuring continuity in leadership and sustained performance levels during periods of transition
- Maintained open channels of communication with senior leadership regarding SME Team Leader's achievements in meeting targets or exceeding expectations
- Conducted performance appraisals for each member of the SME Team Leader's direct reports; identified areas of improvement as well as provided coaching plans accordingly
- Increased customer satisfaction levels by ensuring timely delivery of high-quality products and services
- Improved overall team morale with regular recognition of individual accomplishments and provision of constructive feedback to encourage continuous improvement
- Implemented performance metrics to monitor individual and collective progress, driving accountability and results-oriented behavior among team members
- Built strong relationships with cross-functional teams, fostering seamless collaboration in achieving shared organizational objectives
- Streamlined project management by adopting effective delegation techniques and setting clear goals for team members
- Increased collaboration across departments that resulted in more streamlined processes and increased efficiency
Pharmacy Technician
Kroger's Pharmacy
Huntsvile, Alabama
07.2017 - 10.2019
- Entered and processed patients' prescriptions into internal system
- Assisted pharmacist by filling prescriptions for customers and responding to patient questions regarding prescription and medication-specific issues
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy
- Stocked, labeled, and inventoried medication to keep accurate records
- Consulted with insurance company representatives to complete claims processing, resolve concerns, and reconcile payments
- Maintained proper drug storage procedures, registries, and records for controlled drugs
- Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality
- Counseled customers on medications, appropriate dosage and potential side effects
- Ensured patient safety by strictly following drug storage guidelines, including proper temperature and light exposure control
Nursing Assistant
Valley View Health and Rehabilitation
Madison, AL
05.2015 - 07.2017
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives
- Agreed to take on additional shifts and extra hours during busy periods and holidays to maintain proper staffing and floor coverage
- Reported unusual or urgent circumstances in patients' condition or environment immediately to nurse supervisor
- Maximized patient satisfaction by helping individuals carry out personal tasks such as dressing and walking
- Monitored, tracked, and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery
- Helped patients effectively manage routine bathing, grooming, and other hygiene needs
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels
- Engaged in housekeeping tasks by replacing linens and cleaning and sanitizing patient rooms
- Documented care actions by completing records and logs in medical software system
- Wiped down equipment with proper cleaning products after each patient transport to reduce instances of infection
- Observed or examined patients to detect symptoms that required medical attention such as bruises or open wounds
Education
Master of Healthcare Management - Healthcare Management
American InterContinental University
Schaumburg, IL01.2024
Bachelor of Business Administration - Healthcare
American InterContinental University
Schaumburg, IL12.2022
Associate of Arts - Business Administration
American InterContinental University
Schaumburg, IL02.2019
Skills
- Report preparation
- Creative problem solving
- Staff education and training
- Technical Support
- Money handling abilities
- Account management
- Training development aptitude
- Order fulfillment
- Strategic sales knowledge
- Multi-line phone talent
- Complaint resolution
- Medical terminology knowledge
Certification
- NCPCT
- CNA
- Pharmacy Technician Certification
- BLS Certification
- Certified Medication Technician
- CPCT/A
Timeline
Customer Care Representative
Express Scripts
04.2022 - 07.2025
SME Team Leader
Alorica
10.2019 - 04.2022
Pharmacy Technician
Kroger's Pharmacy
07.2017 - 10.2019
Nursing Assistant
Valley View Health and Rehabilitation
05.2015 - 07.2017
Bachelor of Business Administration - Healthcare
American InterContinental University
Associate of Arts - Business Administration
American InterContinental University
- NCPCT
- CNA
- Pharmacy Technician Certification
- BLS Certification
- Certified Medication Technician
- CPCT/A
Master of Healthcare Management - Healthcare Management
American InterContinental University