Jessica Williams
Yanceyville,NC
Summary
Professional with strong background in customer relations, adept at resolving complex issues and enhancing client satisfaction. Skilled in communication, problem-solving, and time management, ensuring seamless service delivery. Collaborative team player, adaptable to changing requirements, consistently driving results and fostering positive work environment.
Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Innovative technology professional with several years of diverse experience. Skilled in enhancing systems and aligning technical solutions with business objectives. Proven success in leading projects from start to finish and contributing to organizational growth and success.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Customer Service Specialist
Adapt Health
Burlington, NC
05.2022 - Current
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Collaborated with team members to create effective strategies for improving overall customer experience.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Cross-trained and backed up other customer service managers.
- Managed timely and effective replacement of damaged or missing products.
- Trained staff on operating procedures and company services.
- Increased efficiency and team productivity by promoting operational best practices.
Customer Service Representative
Adapt Health
Burlington, NC
05.2022 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Intake Specialist
Adapt Health
Burlington,NC
05.2022 - Current
- Answered phone calls and provided new clients with required paperwork to initiate service.
- Increased customer satisfaction with timely follow-ups, ensuring all necessary documentation was collected and processed promptly.
- Completed intake assessment forms and filed clients' charts.
- Maintained high levels of accuracy and compliance in data entry, ensuring all information was correctly entered into the required systems.
- Assisted clients with complex situations by providing clear guidance on the intake process and available services, resulting in increased understanding and engagement.
- Utilized critical thinking skills to analyze complex client situations and make informed recommendations for appropriate services and support.
- Ensured client confidentiality by adhering to strict privacy policies when handling sensitive information during the intake process.
- Collected, verified, recorded and processed client demographics, insurance payments, and referral information.
- Provided compassionate support to clients during the intake process, offering reassurance and understanding in times of distress.
- Reduced errors in documentation through diligent proofreading before submission, maintaining high standards of quality control throughout the entire intake process.
- Supported team members through collaborative problem-solving, leading to enhanced productivity and overall workplace morale.
- Maintained accurate, up-to-date client records for reliable reference and communications.
- Maintained accurate and up-to-date client records.
- Administered and tracked client service payments.
- Improved clients' coping with routine life activities such as food budgeting and rental payments.
- Spoke with senior citizen groups to expand community engagement and program outreach.
Dispatcher
Adapt Health
Burlington, NC
05.2022 - Current
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Directed dispatching, routing, and tracking of [Number] fleet vehicles.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Promoted teamwork among colleagues by proactively assisting others when needed.
- Maintained updated and detailed records of calls in physical and electronic database.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
- Generated reports to track deliveries and maintain proper records and documentation.
- Trained new dispatchers on company protocols, contributing to a well-prepared team of professionals.
- Planned, organized, and managed work of subordinate staff to accomplish consistent work within organizational standards.
- Reduced errors in dispatch logs by implementing a thorough double-check system for all entries.
- Consistently met performance metrics for call handling, contributing to the overall success of the department.
- Processed invoices and payments for dispatched orders to provide proof of transaction.
- Oversaw route and condition of field units to manage daily schedule and maintain organized shifts.
- Facilitated smooth transitions between shifts by properly documenting unresolved calls and ongoing incidents.
- Analyzed customer feedback and provided solutions to improve customer service.
- Adapted quickly to changing situations, ensuring uninterrupted dispatch operations during emergencies.
- Answered phone calls and responded to customer emails.
Cpap Technician
Adapt Health
Burlington,NC
05.2022 - Current
- Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
- Trained new technicians on standard operating procedures, ensuring consistency across the team.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Completed complex repairs quickly by leveraging strong diagnostic skills and attention to detail.
- Demonstrated adaptability when faced with new challenges or technologies, enabling quick mastery of necessary skills.
- Increased customer satisfaction with prompt and knowledgeable support for various technical issues.
- Streamlined processes by implementing efficient workflows and improving technician training programs.
- Maintained meticulous records of maintenance activities, ensuring compliance with industry standards.
- Optimized operational workflows by integrating cutting-edge technology solutions.
- Optimized network performance, conducting regular updates and patches to software systems.
- Increased equipment lifespan, performing preventive maintenance and timely repairs.
- Enhanced operational efficiency, automating repetitive technical tasks where possible.
- Demonstrated to customers proper methods for operating equipment after it had been installed.
Documentation Specialist
Adapt Health
Burlington, NC
05.2022 - Current
- Managed multiple high-priority projects simultaneously, ensuring that all deadlines were met without compromising document quality.
- Identified audit parameters to comply with quality standards.
- Supported cross-functional teams by providing accurate, timely, and well-organized documents for various projects.
- Provided support in proposal writing efforts leading to an increased win rate on submitted bids.
- Facilitated interdisciplinary collaboration between physicians, nurses, case managers, coders, and other relevant stakeholders regarding the appropriate representation of patient severity levels within EHRs.
- Analyzed data from audits to identify areas for improvement in clinical documentation processes, implementing targeted interventions for positive change.
- Communicated with physicians, nurses and other caregivers to explain importance of accurate and clear documentation.
- Effectively managed multiple priorities while maintaining strict adherence to established deadlines, ensuring the consistent delivery of exceptional clinical documentation services.
- Played an integral role in the successful implementation of new EHR software, providing valuable input during system design phases and facilitating seamless transition periods for all involved parties.
- Served as a resource for healthcare professionals seeking guidance on various aspects of clinical documentation, fostering effective communication among team members.
- Participated in continuous education programs, staying up-to-date on industry trends and best practices in clinical documentation management.
- Ensured compliance with regulatory standards and guidelines through meticulous attention to detail in completing clinical documentation tasks.
- Improved clinical documentation quality by conducting thorough reviews and providing feedback to healthcare providers.
- Supported facility-wide efforts towards achieving high-quality performance metrics through comprehensive chart analysis focused on necessary improvements.
- Questioned physicians regarding missing or unclear health record documentation and requested further information for clarification purposes.
Software Engineer
Tech Solutions Inc.
San Francisco, CA, USA
06.2020 - Current
- Company Overview: Tech Solutions Inc. is a leading provider of innovative technology solutions.
- Developed and maintained web applications using JavaScript, HTML, and CSS.
- Collaborated with cross-functional teams to deliver high-quality software solutions.
- Implemented new features and optimized existing code for performance improvements.
- Worked in an Agile environment.
- Participated in code reviews and team meetings.
Specimen Processor
Lab Corp
Elon, NC
12.2022 - 05.2025
- Followed safety protocols while handling hazardous materials.
- Ensured compliance with all relevant safety protocols while handling biohazardous materials during specimen processing tasks.
- Processed high volumes of time-sensitive specimens without compromising accuracy or quality standards under tight deadlines.
- Maintained a well-organized work environment by implementing effective storage and tracking systems for specimens.
- Developed strong relationships with internal departments, facilitating smooth communication channels for expedited issue resolution regarding specimens or testing requirements.
- Streamlined specimen processing workflows to improve turnaround times and ensure timely delivery of results to clients.
- Reduced errors in specimen data entry through meticulous attention to detail and thorough review processes.
- Enhanced laboratory efficiency by accurately processing and labeling specimen samples.
- Played an integral role in maintaining inventory levels by regularly monitoring supplies and proactively ordering additional stock as needed.
- Contributed to a positive workplace culture by consistently demonstrating professionalism, reliability, and adaptability under pressure.
- Actively supported quality control initiatives by conducting routine checks on processed specimens and equipment calibration status.
- Collaborated with other laboratory staff to develop procedures that increased overall lab productivity and efficiency.
- Improved laboratory efficiency by streamlining specimen processing protocols.
- Streamlined communication between processing lab and medical staff, ensuring clear understanding of test requirements and results.
- Reduced processing errors, thoroughly reviewing and verifying specimen labels and requisition forms.
- Enhanced patient care by providing detailed documentation of specimen collection and processing steps.
- Optimized storage procedures to maintain specimen integrity, ensuring accurate test outcomes.
- Ensured accuracy in specimen labeling, reducing potential for testing errors.
Hospice CNA
LHC Group
Danville VA
05.2018 - 11.2022
- Assisted patients with daily living activities, promoting independence and dignity.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Enhanced patient satisfaction by providing compassionate and attentive care.
- Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.
- Utilized proper body mechanics and assistance devices when transferring patients, minimizing the risk of injury for both parties.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Prevented bedsores by regularly repositioning patients and implementing proper wound care techniques.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Provided emotional support for patients during challenging times, fostering a positive healing environment.
- Implemented fall prevention measures by identifying high-risk patients and maintaining clutter-free environments around bedsides.
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
- Assisted in emergency situations under the direction of nursing supervisors or physicians, providing crucial support during life-saving interventions.
- Served as a liaison between patients, families, and medical staff to ensure clear communication and understanding of treatment plans.
- Helped clean and prepare patient consultation rooms to maintain hygiene standards
- Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
- Documented patient information and care activities in electronic health record.
- Helped patients with self-feeding and assisted feeding, based on individual needs.
- Observed patients under care conditions to help identify symptoms, responses to treatments and progress with goals.
- Monitored patient specimen samples and test results to effectively alert supervisors of potentially unhealthy changes.
Junior Developer
Innovatech Corp.
New York, NY, USA
09.2018 - 05.2020
- Company Overview: Innovatech Corp. specializes in cutting-edge technology research and development.
- Assisted in the development of mobile applications using Swift and Kotlin.
- Conducted testing and debugging to ensure software quality.
- Collaborated with senior developers to learn best practices and improve skills.
- Gained experience in mobile app development.
- Participated in team brainstorming sessions.
CNA
Bright Tree
Danville ,VA
07.2015 - 07.2019
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Ensured prompt response to call lights, addressing patient needs in a timely manner.
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
- Reduced patient stress levels through effective communication and active listening skills.
- Promoted infection control practices within the facility by adhering to strict hand hygiene procedures and utilizing personal protective equipment when necessary.
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Evaluated patients to identify and address wounds, behavioral concerns, and medically relevant symptoms.
- Oversaw and maintained patients' rooms, group living areas, and nurse stations.
- Supported ambulation and physical therapy needs by conducting planned exercise routines.
- Facilitated smooth patient transitions from hospital settings to home or long-term care facilities, ensuring continuity of care throughout the process.
- Conducted basic physical assessments on new admissions to gather baseline data for nursing staff evaluation.
- Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
- Facilitated personal hygiene management, feeding and ambulation.
- Assisted nursing staff with completing daily rounds, documenting vital signs and answering calls.
- Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.
- Helped patients complete range of motion exercises to prevent loss of function during care.
- Transported patients between rooms and appointments or testing locations.
- Supported needs of [Number]+ residents under long-term care.
- Utilized proper body mechanics and assistance devices when transferring patients, minimizing the risk of injury for both parties.
- Prevented bedsores by regularly repositioning patients and implementing proper wound care techniques.
- Documented patient information and care activities in electronic health record.
- Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
- Monitored patient specimen samples and test results to effectively alert supervisors of potentially unhealthy changes.
CNA Supervisor
Caswell House
Yanceyville, NC
09.2010 - 07.2015
- Managed scheduling, training, and supervision of CNA staff for efficient shift coverage.
- Improved patient care by implementing new protocols and procedures for CNA team members.
- Maintained high standards of care by ensuring compliance with state and federal regulations.
- Developed strong relationships with patients and their families to foster trust and understanding of treatment plans.
- Implemented ongoing professional development opportunities for CNA staff, leading to improved skills and knowledge.
- Promoted a positive work environment by fostering open communication among staff members.
- Streamlined communication between CNAs, supervisors, and other healthcare professionals to optimize patient care.
- Participated in regular meetings with upper management to discuss staffing issues, policy updates, and budgetary concerns.
- Ensured quality patient care by regularly reviewing documentation and updating medical records accordingly.
- Enhanced staff performance through regular evaluations, coaching, and constructive feedback.
- Created a supportive atmosphere for patients by addressing concerns promptly and compassionately.
- Increased overall patient satisfaction through diligent monitoring of CNAs'' adherence to best practices.
- Reduced staff turnover rate through effective conflict resolution and team-building strategies.
- Discussed medical histories with patients in effort to provide most effective medical advice.
- Scheduled surgeries, managed pre-certifications and verified insurance coverage.
- Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
- Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
Call Center Manager
TELVISTA
Danville Va
05.2004 - 08.2010
- Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Led daily team meetings to review performance, set targets and motivate staff.
- Established and oversaw performance targets for call center associates.
- Established a positive workplace culture that promoted enthusiasm, dedication, and commitment among call center staff members.
- Evaluated data to identify trends and determine customer service needs.
- Created a supportive work environment that encouraged open communication, fostering a strong sense of teamwork among agents.
- Improved customer satisfaction ratings by implementing effective call center strategies and employee training programs.
- Developed quality employees within call center to take over leadership positions.
- Recruited, trained and onboarded new agents, maintaining exceptional service standards.
- Coordinated efforts between different teams within the organization to ensure seamless service delivery across all customer touchpoints.
- Oversaw the successful implementation of new technology platforms that enhanced agent efficiency and provided valuable insights into customer behavior.
- Trained team members on performance metrics and consumer behavior identification.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Supervised in providing excellent customer service to callers requiring assistance for and issues.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Developed detailed plans based on broad guidance and direction.
Human Resources Assistant
TELVISTA
Danville, VA
05.2004 - 08.2010
- Efficiently managed personnel files, maintaining confidentiality while keeping records up-to-date and organized.
- Filed paperwork, sorted, and delivered mail and maintained office organization.
- Conducted new hire orientation to verify completion of appropriate paperwork, recording information on human resources database.
- Answered and redirected incoming phone calls for office.
- Assisted in payroll processing to ensure timely delivery of paychecks to all employees.
- Monitored employee attendance and performance to verify punctuality and absences, addressing issues in accordance with company policies and procedures.
- Organized new employee orientation schedules for new hires.
- Supported talent acquisition efforts by screening resumes, scheduling interviews, and performing reference checks for prospective candidates.
- Supported HR Manager in strategic planning sessions focused on organizational development and growth.
- Screened applicant resumes and coordinated both phone and in-person interviews.
- Created and completed personnel action forms for hires, terminations, title changes and terminations.
- Delivered friendly assistance with new hires throughout interviewing and hiring process.
- Facilitated open lines of communication between management and staff, fostering a positive work environment.
- Coordinated employee training programs to promote professional development and skill enhancement.
- Provided assistance during annual performance review processes, collecting data to help inform evaluations and goal setting initiatives.
- Played a key role in conflict resolution efforts, resulting in improved workplace harmony.
- Managed confidential employee records, safeguarding personal and professional information.
- Supported development of performance management systems, aligning employee objectives with company goals.
- Assisted in creation of training and development programs, addressing skill gaps and promoting career growth.
- Addressed employee grievances, facilitating conflict resolution and maintaining positive work atmosphere.
- Conducted regular employee performance reviews to identify areas for development and support career progression.
- Conducted exit interviews, gathering insights to improve retention and employee satisfaction.
- Responded to employee inquiries regarding benefits and other HR topics.
- Updated and maintained employee attendance records.
- Processed documentation for employee actions such as new hires, grievance resolutions and terminations.
- Enhanced internal communication with development of monthly newsletter, highlighting team achievements and HR updates.
- Set up orientations and initial training for new employees.
- Helped employees register for benefits programs using online portals.
- Assisted with creating employee handbooks and manuals.
- Developed and maintained HR policies and procedures.
- Checked references for potential candidates.
- Aided staff with employee performance review paperwork and documentation.
- Studied research and trends on best practices in HR field.
- Coordinated employee relocation processes.
Education
Bachelor of Science - Computer Science
University of California, Berkeley
Berkeley, CA05.2018
High School Diploma -
Barlett Yancey Senior High School
Yanceyville, NC05-1999
Certificate - Criminal Justice
Piedmont Community College
Yanceyville05-1999
Certificate - Computer Programming
Piedmont Community College
Yanceyville, NC05-1999
Skills
- Customer service
- Good communication skills
- Customer relations
- Call center experience
- Excellent written and oral communication
- Customer relationship management (CRM)
- Telephone etiquette
- Complaint handling
- Problem resolution
- Customer order management
- Process optimization
- Data entry
- Computer proficiency
- Active listening
- Schedule mastery
- Call centers
- Clerical support
- Follow-up skills
- Professional telephone demeanor
- Call management
- Documentation
- Critical thinking
- Conflict resolution
- Office equipment proficiency
- Live chat support
- Microsoft Office Suite
- Paperwork processing
- Coordination
Certification
- Certified Scrum Master (CSM) - 2021
- AWS Certified Solutions Architect - Associate - 2020
Languages
English - Fluent
Spanish - Intermediate
Awards
Best Software Project Award - University of California, Berkeley - 2018
Hobbies and Interests
Coding and programming challenges., Hiking and outdoor activities., Reading technology blogs and articles.
Timeline
Specimen Processor
Lab Corp
12.2022 - 05.2025
Customer Service Specialist
Adapt Health
05.2022 - Current
Customer Service Representative
Adapt Health
05.2022 - Current
Intake Specialist
Adapt Health
05.2022 - Current
Dispatcher
Adapt Health
05.2022 - Current
Cpap Technician
Adapt Health
05.2022 - Current
Documentation Specialist
Adapt Health
05.2022 - Current
Software Engineer
Tech Solutions Inc.
06.2020 - Current
Junior Developer
Innovatech Corp.
09.2018 - 05.2020
Hospice CNA
LHC Group
05.2018 - 11.2022
CNA
Bright Tree
07.2015 - 07.2019
CNA Supervisor
Caswell House
09.2010 - 07.2015
Call Center Manager
TELVISTA
05.2004 - 08.2010
Human Resources Assistant
TELVISTA
05.2004 - 08.2010
Bachelor of Science - Computer Science
University of California, Berkeley
High School Diploma -
Barlett Yancey Senior High School
Certificate - Criminal Justice
Piedmont Community College
Certificate - Computer Programming
Piedmont Community College