Jocelyn Stephenson
Summary
Strong leader and problem-solver dedicated to streamlining operations to promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
12
12
years of professional experience
Work History
Operations Manager
Crown Staffing
09.2018 - Current
- Reduced turnaround time for project completion through effective resource allocation and team management.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Collaborated with cross-functional teams to develop innovative solutions for complex business challenges.
- Facilitated smooth collaboration between departments through clear communication channels.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Assisted in recruiting, hiring and training of team members.
- Interacted well with customers to build connections and nurture relationships.
- Trained new employees on proper protocols and customer service standards.
- Trained and guided team members to maintain high productivity and performance metrics.
- Reported issues to higher management with great detail.
Part- Time choice counselor
Automated Health Systems
05.2018 - 06.2018
- Handling inbound/ outbound phone calls for the state of OH Medicaid customer service hotline
- Enrolling customers into managed care plans, for Medicaid
- General program overview of Medicaid/ Medicare.
Part-Time medical biller coder
Reed Rd Ste
10.2017 - 02.2018
- Using ICD 9-10 codes
- Entering new patient charts and daily billing charges
- Outbound calls to attorney and insurance offices for case status updates on billed out files
- Certified outgoing mail.
Administrative assistant, specializing in 3(16) retirement plans
Pentegra Retirement Services
05.2016 - 04.2017
- Handling inbound calls, emails, and fax communications
- Processing online and paper forms relating to distributions, loans, enrollment kits, and general information
- Managing weekly tracking on over one hundred 3(16) clients, utilizing excel along with multiple databases
- Responsible for creating mail labels with mail merge
- Responsible for creating and distributing enrollment kits.
Floater teacher, Toddler II teacher, and caring
Enchanted Care Learning Center
01.2015 - 04.2015
- For a range of children from infants to pre-K aged
- Certified to work with children in these age ranges.
Collections Representative
GC Services
11.2014 - 01.2015
- Handling Inbound and outbound calls regarding defaulted student loan collections
- Making over 186 outbound calls daily
- Documentation of all recorded conversations on accounts
- Skip tracing abilities using multiple systems to locate individuals
- Placing checks on file for payments
- Passed FDCPA test (certified by employer) on Federal and State collection laws and practices.
Customer Service Representative, Call Center
NCO Financial Systems
05.2012 - 05.2014
- 20-30 calls per day, Responsible for maintaining multi-level phone, answering calls and maintaining American Express accounts, Documenting and Notating
- Processed payments by phone
- Effectively communicated with outside agencies.
Education
Business Administration -
Franklin University
Columbus, OH03.2024
Columbus State Community College
Columbus, OH05.2016
Skills
- Customer Service
- Filing
- Computer Skills
- Complex Problem-Solving
- Performance monitoring
- Workflow Optimization
- Workflow Optimization
- Information Security
- Quality Assurance
- Office Administration
- Clerical Support
- Data Entry
- Mail handling
- Database Management
Additional Information - Skills And Qualifications
- Highly organized in managing over one hundred 3(16) clients, weekly.
- Knowledge of mail merge, utilizing office equipment pertinent to mass mailings.
- Utilizing outlook and Google for daily communications, for scheduling meetings.
- Multiple years of experience in customer service and support with recognized strengths in account management.
- Experience in Microsoft Excel, Word, and specialized computer database systems.
- Ability to listen attentively and effectively assist customers in a patient and tactful manner.
- Ability to understand and assess client's needs.
- Highly critical thinker with effective researching skills proven through work experience in skip tracing.
- Flexible team player who prospers in a fast-paced work environment based on experience of handling inbound calls for other collection representatives.
Personal Information
- Work Permit: Authorized to work in the US for any employer
Timeline
Operations Manager
Crown Staffing
09.2018 - Current
Part- Time choice counselor
Automated Health Systems
05.2018 - 06.2018
Part-Time medical biller coder
Reed Rd Ste
10.2017 - 02.2018
Administrative assistant, specializing in 3(16) retirement plans
Pentegra Retirement Services
05.2016 - 04.2017
Floater teacher, Toddler II teacher, and caring
Enchanted Care Learning Center
01.2015 - 04.2015
Collections Representative
GC Services
11.2014 - 01.2015
Customer Service Representative, Call Center
NCO Financial Systems
05.2012 - 05.2014
Business Administration -
Franklin University
Columbus State Community College
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