JOCELYN FOGLE
Pittsburgh,PA
Summary
Dynamic professional with ample experience in team leadership and operational management, dedicated to optimizing workflows and enhancing team efficiency through strong organizational skills. Proven track record in fostering a collaborative work environment that drives collective success, complemented by exceptional oral and written communication abilities. Adept at navigating multiple computer programs simultaneously while thriving in fast-paced, high-volume settings, consistently demonstrating effective problem-solving skills. Highly adaptable and punctual, with a commitment to continuous learning and the ability to manage multiple projects independently while exercising sound judgment.
Overview
12
12
years of professional experience
Work History
Senior Technical Support Specialist
JazzHR
1501 Reesdale St #403, Pittsburgh, PA 15223
08.2023 - Current
- Resolved complex technical issues for diverse client environments, enhancing customer satisfaction and retention.
- Provided expert guidance on software implementation and best practices to internal teams and customers.
- Developed comprehensive training materials to elevate team and customer knowledge and efficiency.
- Streamlined support processes by identifying recurring issues, leading to improved response times and resolution rates.
- Collaborated with cross-functional teams to identify root causes of recurring issues and implement permanent fixes.
- Mentored junior technicians, helping them develop their problem-solving skills and technical expertise.
Technical Support Specialist
JazzHR
1501 Reedsdale St #403, Pittsburgh, PA 1523
12.2022 - Current
- Resolved technical issues for clients using JazzHR platform, ensuring optimal software performance.
- Provided expert guidance on system functionalities, enhancing user experience and satisfaction.
- Collaborated with cross-functional teams to troubleshoot complex software problems efficiently.
- Analyzed customer feedback to identify trends, contributing to product improvement recommendations.
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
Early Out Supervisor
Credit Management Company
661 Anderson Dr, Suite 110, Pittsburgh ,PA 15220
10.2019 - 12.2022
- Created and managed team schedules to enhance operational efficiency and ensure coverage.
- Developed comprehensive training materials and process documentation to enhance employee onboarding.
- Achieved effective onboarding of new employees through comprehensive training initiatives. Enhanced employee capabilities and engagement through ongoing training programs.
- Conducted data analysis to support achievement of employee and team objectives.
- Executed timely processing of employee timecards, facilitating efficient payroll operations.
- Maintained comprehensive documentation and records of company and employee data.
- Engaged with clients to provide effective solutions for patient-related concerns.
- Analyzed and structured client data, producing comprehensive reports for client review and decision-making.
Team Lead
Credit Management Company
661 Anderson Dr, Suite 110, Pittsburgh ,PA 15220
10.2017 - 10.2019
- Assessed and analyzed reports promptly to facilitate operational effectiveness.
- Managed timely responses to client inquiries, ensuring effective communication and support.
- Facilitated positive customer experiences through proactive problem-solving and issue resolution strategies.
- Evaluated and organized daily responsibilities alongside patient needs to ensure maximum efficiency in service delivery.
- Supported development of new employees through structured training programs to ensure operational readiness.
- Managed review and dispatch of client inquiries to ensure timely responses.
Patient Account Representative
Credit Management Company
661 Anderson Dr, Suite 110, Pittsburgh ,PA 15220
09.2014 - 10.2017
- Managed incoming and outgoing calls while addressing customer complaints and issues.
- Captured and organized relevant data to support operational efficiency.
- Collaborated with patients to create tailored payment arrangements, ensuring financial clarity and support.
- Provided support for patients regarding billing inquiries, promoting understanding of charges and payment options.
- Processed credit and ACH payments through multiple payment portals while ensuring accuracy of financial data.
- Facilitated understanding of patient insurance coverage and associated medical service options to enhance patient experience.
- Managed multiple systems concurrently to enhance customer service delivery.
Education
Associate of Applied Science - Pre Pharmacy
South College
Knoxville, TN06-2024
Skills
- Training and Development
- Change Management
- Team leadership
- Procedure development
- Effective conflict resolution
- Client Relations
- Risk Mitigation
- Time Management
- Analytical problem-solving
- Supportive communication
- Logical evaluation
- IT Troubleshooting
Timeline
Senior Technical Support Specialist
JazzHR
08.2023 - Current
Technical Support Specialist
JazzHR
12.2022 - Current
Early Out Supervisor
Credit Management Company
10.2019 - 12.2022
Team Lead
Credit Management Company
10.2017 - 10.2019
Patient Account Representative
Credit Management Company
09.2014 - 10.2017
Associate of Applied Science - Pre Pharmacy
South College