Family
Jessica Norvell
Mechanicsville,MD
Summary
Highly motivated and committed professional with proven history of superior performance at individual and team levels. Multitasks and prioritizes workloads with little or no supervision. Passionate about working with people, providing exceptional customer service, and always seeking to make a difference.
Overview
16
16
years of professional experience
7
7
years of post-secondary education
Work History
Chief of Raving Fans, Claims Management
Smarter Moving Solutions
07.2023 - Current
- Establishes strong relationships with customers through clear communication and empathetic handling of sensitive claim situations.
- Oversees and reviews claim files and other documentation to accurately assess shipment and/or property damage claims from start to completion.
- Manages large caseload of diverse claims, ensuring accurate evaluations and timely resolutions.
- Maintains client relationships and managed conflict resolution.
- Enhances customer satisfaction with prompt and accurate claims processing.
- Manages Google Business profile and responds accordingly to reviews.
- Implements top-notch customer service to provide the best experience within the industry.
- Attends daily, weekly and monthly meetings.
- Assists with social media content and monthly newsletters.
Patient Advocate
MedStar St. Mary's Hospital
01.2008 - 10.2021
- Provided patient support to all units implementing appropriate resolutions with quick and effective turnaround process.
- Provided advice and guidance during conflicts and patient complaints providing support, mediation and conflict resolution.
- Responded to emergency medical situations providing support services in accordance with protocols.
- Assessed patient conditions, maintaining calm demeanor in urgent, high- tense, situations.
- Responded to patient needs and requests with compassionate and knowledgeable service.
- Facilitated and attended meetings between patients, families and physicians.
- Maintained corporate compliance with departmental policies and procedures.
- Reviewed and responded to incoming grievance reports, complaints and various correspondence.
- Discussed escalated patient grievances with upper-level management to develop plan of action and resolve conflict.
- Recorded and input detailed events into data system managed, database of information.
- Promoted awareness for Patient Advocacy services.
- Provided support to staff during wellness rounds as an ongoing initiative to improve working environment and mental stress.
- Provided elite customer service to patients and medical staff.
HVAC Projects Coordinator & Service Scheduler
Modern Aire, LLC
08.2018 - 04.2020
- Managed SMECO Small Business Solutions program. Conducted outreach, education and coordinated installs on small business programs.
- Co-managed SMECO HEIP program. Conducted outreach, education and coordinated installs for residential based energy savings.
- Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to
- Conducted outreach and scheduling to Modern Aire customers to educate and garner additional program participation.
- Collaborated with current and potential business owners and residential customers, to understand needs before proposing specific solutions.
- Maintained up-to-date administrative records to monitor operational conditions.
- Recorded and maintained sales prospect and sales data within customer relationship management system.
- Resolved queries via email and telephone handling inbound and outbound calls for multiple lines.
- Developed and maintained rapport with vendors and business associates.
- Completed daily tasks and scheduling both in-office and remotely.
- Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
Local Childcare Coordinator
Cultural Care Au Pair
11.2013 - 09.2019
- Provided years of superior service and support to host families and au pairs during course of their year.
- Offered assistance and program support in re-matching with one another if year was successful.
- Conducted outreach and documented monthly feedback with host families and au pairs.
- Provided transportation and/or housing to au pairs during times of transition.
- Organized monthly events to expose and educate au pairs and their host families with fun, diverse community events.
- Provided neutral support and mediation to resolve conflicts.
- Provided outreach to leads to provide information and share au pair program.
- Conducted in home interviews with potential host families to ensure compatibility for program.
- Implemented importance of understanding and acceptance of diverse cultures.
- Conducted marketing on social and community platforms.
- Documented information into online database. Sent emails, responded accordingly,providing follow up phone calls as necessary.
Education
Bachelor's Degree in Progress - Social Sciences
UMUC
Largo, MD 01.2017 - Current
Skills
Superior Customer Service & Interpersonal Skills
Interests
Cultural Studies
Volunteer Work
Entertaining
Event Planning/Hosting
Teaching
Cooking/Baking
Camping
Timeline
Chief of Raving Fans, Claims Management
Smarter Moving Solutions
07.2023 - Current
HVAC Projects Coordinator & Service Scheduler
Modern Aire, LLC
08.2018 - 04.2020
Bachelor's Degree in Progress - Social Sciences
UMUC
01.2017 - Current
Local Childcare Coordinator
Cultural Care Au Pair
11.2013 - 09.2019
Patient Advocate
MedStar St. Mary's Hospital
01.2008 - 10.2021
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