Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jessica Smart-Johnson

Duluth,G.A.

Summary

Experienced with call center team leadership, motivating staff to achieve high performance and customer satisfaction. Utilizes strategic planning to optimize workflow and address challenges effectively. Track record of maintaining quality assurance and implementing training programs to boost team capabilities.

Overview

15
15
years of professional experience

Work History

Clinical Call Center Specialist

Oak Street Health
01.2021 - Current
  • 3 years of experience in a high-volume call center.
  • Proactively memorized serval company products and services.
  • Resolved customer inquiries, improving service satisfaction.
  • Maintain patient referrals by obtaining authorizations and faxing over information as requested by specialists.
  • Provided prompt customer support with a professional, friendly, and patient attitude to inbound and outbound calls to assist with patient inquiries.
  • Managed customer data accurately, ensuring confidentiality.
  • Compile and share comprehensive summaries from discussions with team members and management ensuring clear communication alignment with action items and facilitating tracking and following up on project execution.
  • Collaborated with team members to optimize call-handling procedures.
  • Assisted in training new hires to ensure consistency in service.
  • Supported cross-functional teams, facilitating seamless operations.
  • Assisted in the development of scripts and training materials, ensuring that all team members were equipped with the necessary tools to excel in their roles.

Care manager / Med tech

Sunrise Senior living
01.2019 - 01.2022
  • Assisting patients with activities of daily living, Managing patient care, and administering medication
  • Assisted clients with daily living need to maintain self-esteem and general wellness.
  • Educated clients and families on community resources, treatment options, and health care services to better manage conditions.
  • Assessed clients and developed plans to meet their needs.
  • Facilitated family meetings to address concerns, establish goals of care, and provide psychosocial support.

Clinical nurse assistant, Personal home care

MediCare Givers Conyers G.A.
01.2016 - 01.2021
  • Assisting patients with activities of daily living
  • Light Housekeeping, and administer medication

Clinical nurse assistant

Golden living
01.2013 - 01.2019
  • Assisting patients with activities of daily living

Assistant Manager

Roly Poly Duluth,G.A.
01.2010 - 01.2016
  • Scheduling, Supervised, and Trained Employees
  • Supervised day-to-day operations to meet performance, quality, and service expectations.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.

Education

Certification - Patient Care Technician

American Professional Institute
Duluth, GA
11-2013

High School Diploma -

Highland Springs High School
Richmond, VA
06-2010

Skills

  • Skilled Collaborator
  • Rapid and Adaptive
  • Solutions oriented professional
  • Phone etiquette
  • Active listening
  • Effective cross-functional communicator
  • Client support
  • Data entry
  • Conflict resolution
  • Empathy development

Timeline

Clinical Call Center Specialist

Oak Street Health
01.2021 - Current

Care manager / Med tech

Sunrise Senior living
01.2019 - 01.2022

Clinical nurse assistant, Personal home care

MediCare Givers Conyers G.A.
01.2016 - 01.2021

Clinical nurse assistant

Golden living
01.2013 - 01.2019

Assistant Manager

Roly Poly Duluth,G.A.
01.2010 - 01.2016

Certification - Patient Care Technician

American Professional Institute

High School Diploma -

Highland Springs High School
Jessica Smart-Johnson