Jocelyn Terrell
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Tier 2 Technical Support Specialist
Thriveworks Counseling And Coaching
Atlanta, GA
10.2023 - Current
- Patched software and installed new versions to eliminate security problems and protect data.
- Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
- Led initiatives to update internal knowledge bases with relevant information on emerging technologies, trends, or tools that impacted the role of a Technical Support Specialist positively.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Exceeded departmental targets in terms of resolved cases per month continuously throughout tenure as a Tier 2 Technical Support Specialist.
- Optimized workflows within the support team, implementing ticket management best practices to reduce response time significantly.
Client Care Lead
Thriveworks Counseling And Coaching
Atlanta, GA
08.2022 - 10.2023
- Trained new personnel regarding company operations, policies and services.
- Provided suggestions for process, application or documentation improvement.
- Interacted with team members across departments to research and resolve customer issues.
- Maintained up-to-date knowledge of product and service changes.
- Contributed to department goals by consistently meeting or exceeding assigned performance metrics related to client care activities.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Client Coordinator
Thriveworks Counseling And Coaching
Atlanta, GA
06.2021 - 01.2022
- Coordinated with community stakeholders for successful implementation of social and community service initiatives.
- Conducted outreach activities to engage local stakeholders in programs.
- Advocated for social and community service programs to increase awareness and funding.
- Organized company events and conferences attended by clients while maintaining a professional image.
- Supported sales team members with product knowledge & targeted market research leading to successful prospecting efforts.
- Developed and implemented training programs for staff.
- Streamlined communication channels for improved client coordination and project management.
- Established long-term relationships with clients by consistently delivering exceptional service.
Collections Team Lead
WellStar Kennestone Hospital
Canton,GA
10.2018 - 05.2020
- Verified compliance with relevant laws, regulations and best practices related to customer account management.
- Streamlined processes by identifying inefficiencies and implementing solutions to optimize productivity.
- Maintained compliance with industry regulations, ensuring appropriate documentation of all collection activities.
- Coordinated cross-functional efforts to streamline account handoffs between departments for seamless service delivery.
- Promoted positive work culture by fostering open communication channels within the team environment.
- Negotiated payment plans with customers to prevent accounts from entering collections.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
Lead Patient Access Specialist
WellStar Kennestone Hospital
Canton,GA
12.2017 - 09.2018
- Answered incoming calls, scheduled appointments and filed medical records.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Taught patients and families to use at-home medical equipment.
- Collaborated with clinical teams to ensure seamless coordination of patient care services, improving overall patient experience.
- Verified patient insurance eligibility and entered patient information into system.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Trained new staff on hospital processes and procedures.
- Responded to inquiries by directing calls to appropriate personnel.
- Provided excellent customer service to patients and medical staff.
- Greeted and assisted patients with check-in procedures.
Education
High School Diploma -
Mcnair High School
Atlanta, GA05.2013
Skills
- Network configuration
- Hardware upgrades
- Technical documents comprehension
- Equipment Repair
- Remote Desktop Support
- Customer Support
- Issue and Resolution Tracking
- Service Desk Team Management
- Project Coordination
- Software Patches
Certification
- RCM Training - [December 2023- January 2024]
- Epic Hyperspace Cyber User 2019
Timeline
Tier 2 Technical Support Specialist
Thriveworks Counseling And Coaching
10.2023 - Current
Client Care Lead
Thriveworks Counseling And Coaching
08.2022 - 10.2023
Client Coordinator
Thriveworks Counseling And Coaching
06.2021 - 01.2022
Collections Team Lead
WellStar Kennestone Hospital
10.2018 - 05.2020
Lead Patient Access Specialist
WellStar Kennestone Hospital
12.2017 - 09.2018
High School Diploma -
Mcnair High School