Jessica Woodard
Belton,MO
Summary
Accomplished manager specializing in team leadership and cross-functional project management. Demonstrated success in developing training programs and optimizing workflows, resulting in increased referral volume and improved patient satisfaction. Committed to delivering high-quality outcomes through effective staff coaching and performance monitoring.
Overview
9
9
years of professional experience
Work History
Specialty Services Manager
Upstream Rehabilitation
Chattanooga, Tennessee
2022.07 - Current
- Supervised team of case managers in physical therapy chart quality reviews and high‑volume email communications, ensuring accuracy and timely responses.
- Developed and implemented training programs for both internal and external hires, improving onboarding efficiency and ensuring consistency in process adherence, documentation accuracy, and communication standards.
- Contributed to opening new call center locations by overseeing process setup, preparing staff, planning workflows, and establishing referral and scheduling procedures.
- Managed cross-functional projects to implement workflow changes, enhance call handling, and update documentation, aligning operations with organizational goals.
- Increased referral volume through improved call scripts, staff coaching, and streamlined routing processes, resulting in better patient and provider satisfaction.
- Monitored performance metrics (call volume, scheduling accuracy, referral conversions) to identify opportunities for improvement and implement corrective action plans.
- Provided coaching, performance feedback, and real-time support to staff to ensure high-quality service delivery.
- Managed payroll activities to maintain employee compensation accuracy and compliance. and staff scheduling.
Owner
Posies and Pastries
Belton, Missouri
2017.03 - 2022.06
- Executed large-scale floral installations for corporate events and weddings.
- Utilized expert communication skills to collaborate with customers and design bouquets, corsages and other floral pieces to meet requirements.
- Handled customer inquiries and resolved service issues promptly.
- Coordinated delivery schedules with local courier services for timely delivery of floral arrangements.
- Implemented efficient workflows to streamline production processes.
- Oversaw inventory management and supply ordering processes.
- Verified accuracy of incoming shipments against purchase orders; resolved discrepancies with vendors quickly.
- Conducted market research activities to identify trends in the industry; used insights to create innovative designs.
Education
Central Highschool
Springfield , MOSome College (No Degree) - Psychology
Liberty University
Lynchburg, VASkills
- Team management
- Compliance enforcement
- Call center management
- Customer relationship management
- Workflow optimization
- Process development and implementation
- Employee training and development
Timeline
Specialty Services Manager
Upstream Rehabilitation
2022.07 - Current
Owner
Posies and Pastries
2017.03 - 2022.06
Central Highschool
Some College (No Degree) - Psychology
Liberty University