Jocelyn Kirton
Youngsville,NC
Summary
Motivated individual with experience in customer service. Talented in multi-tasking and balancing customer needs. Quality of work and a positive attitude are important to me. History of building strong relationships with customers while maintaining professionalism. Exceptional time management skills.
Overview
21
21
years of professional experience
Work History
Inside Sales Representative
Glass Doctor
07.2024 - Current
- Answered customers' questions regarding products, prices, and availability.
- Increased sales revenue by building strong relationships with clients and providing insightful product recommendations.
- Enhanced customer satisfaction through attentive service, addressing concerns promptly, and offering tailored solutions.
Case Manager
Biogen
08.2017 - 07.2024
- Facilitated the customer lifecycle by assisting patients, healthcare providers and others with activities related to starting and staying on therapy.
- Followed standard operating procedures with a focus on quality
- Interpret and follow complex standard operating procedures, with a focused initiative on reporting adverse events, and exhibited independent decision-making when not outlined in processes and procedures.
- Worked with field team in Ohio Valley area to facilitate the process to start patient on therapy.
- Helped patients overcome insurance barriers to obtain therapy.
Support Coordinator II
Sungard Public Sector
07.2014 - 04.2015
- Responsible for handling inbound customer calls and troubleshooting SQL and Visual FoxPro based software platforms running on Windows OS.
- Frequent independent troubleshooting clients problems to achieve satisfactory resolutions.
- Provided documentation and research to developers on discovered "bugs" for code research and development.
911 Dispatcher
City of Durham
11.2011 - 07.2014
- Monitored Police and Fire radios to provide assistance to responding personnel.
- Provided exceptional customer service to callers in crisis, displaying empathy while obtaining necessary information for emergency response teams.
- Recorded and tracked emergency requests utilizing computer-aided dispatch systems.
- Supported law enforcement officers during high-risk situations by providing vital background data on suspect locations and histories.
- Developed Fire and EMS plan for manual dispatching and status keeping when no computers were available.
- Developed draft for EMS to utilize key station coverage during times of limited resources. This was accomplished using combined data for call volumes, major highways, traffic and other statistics to determine which EMS stations needed to be staffed during peak times.
911 Training Officer
City of Raleigh
05.2003 - 08.2011
- Trained new employees on CAD operations, 800 MHz trunked radio system, Department of Criminal Investigations (DCI) terminal, DCI inquiries and performing record maintenance, Police/Fire/EMS dispatch and status keeping, call taking and preparing new employees to process through any situation using the resources provided inside and outside the 911 center.
- Received and dispatched emergent and non-emergent calls for service in a high volume call center.
- Provided essential instructions for medical situations until paramedics or first responders arrived.
- Multi-tasking between radios and phones.
- Crisis management and using good split decision judgement.
- Independent problem solving.
Education
High School Diploma -
Hale High School
Raleigh, NC05.1996
Skills
- 7 years of Salesforce experience
- 5 years of Power BI experience
- Exceptional attention to detail
- Superior organizational skills
- Exceptional customer service
- Driven
Timeline
Inside Sales Representative
Glass Doctor
07.2024 - Current
Case Manager
Biogen
08.2017 - 07.2024
Support Coordinator II
Sungard Public Sector
07.2014 - 04.2015
911 Dispatcher
City of Durham
11.2011 - 07.2014
911 Training Officer
City of Raleigh
05.2003 - 08.2011
High School Diploma -
Hale High School
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