Summary
Overview
Work History
Education
Skills
Timeline
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LENA O'BRIEN

Jacksonville,US

Summary

Seeking an opportunity to assist the organization's advancement and positively contribute to the company and our families.

Overview

15
15
years of professional experience

Work History

Assistant Manager - Customer Help

Step Up For Students
10.2023 - Current
  • Assist the Director, Legislative Affairs with researching and resolving lawmaker escalations daily
  • Assist the Director, Customer Engagement Center with researching and resolving "Priority of the Day" leadership escalations daily
  • Provided updates during Hypercare and CX Management calls
  • Work closely with departments across the company such as Finance, Compliance, Community Relations, and Provider Relations to resolve daily escalations
  • Work closely with the Manager, Customer Help in assisting with inter-department needs

Assistant Manager - EServices

Step Up For Students
03.2023 - 10.2023
  • Oversaw a team of 6 employees and provided performance feedback, conducted interviews, created and implemented a week-long new hire orientation for 20 new hires as well as managed employee schedules, balancing individual requests and needs with the company's needs
  • Weekly staff meetings were held to motivate employees, address concerns and questions, plan improvements, and assess progress toward objectives
  • Coordinated with other departments to ensure consistency by assisting the Communications Department with daily updates and trending issues needing official messaging for families and providers
  • Provided senior management with detailed daily and monthly departmental numbers and updates
  • Resolving conflicts (internal and external)

Senior Specialist, E Services

Step Up For Students
09.2016 - 03.2023
  • Effectively and efficiently multi-task between all of the customer service channels such as phone, online chat, and email
  • Pay attention to customer needs and concerns; demonstrate empathy
  • Meet customer requirements through first-contact resolution wherever possible
  • Communicate clearly and concisely with individuals/teams in the company to ensure high quality and timely expedition of customer requests and develop ideas on how to resolve problems to better serve the customer and improve productivity

Health Information Management Specialist

Lakeview Health - Drug and Alcohol Addiction Treatment
02.2012 - 08.2016
  • Responsible for daily auditing of the EMR system
  • Collaborated closely with physicians and nursing staff to improve the quality of patient records documentation
  • Participated in committees to discuss electronic health records and methods to improve overall workflows
  • Conducted education and training activities for physicians, nursing staff, and administrative personnel
  • Maintained accuracy, completeness, and security for medical records and health information

Data Entry Admin Assistant

Gateway Community Services
11.2008 - 02.2012
  • Maintained records for online assessments
  • Conducted follow-up interviews with patients virtually
  • Scheduled all incoming and follow up assessments with staff and patients

Education

Middleburg High School -

High School -

01.2005

Skills

  • Skilled problem solver
  • Proficient in Freshdesk and SnapEngage
  • Customer Care
  • Employee scheduling
  • Training and development
  • Consulting
  • Excellent communication skills
  • Strong work ethic
  • Detail-oriented
  • Staff management
  • Active listening skills
  • Building Customer Trust and Loyalty

Timeline

Assistant Manager - Customer Help

Step Up For Students
10.2023 - Current

Assistant Manager - EServices

Step Up For Students
03.2023 - 10.2023

Senior Specialist, E Services

Step Up For Students
09.2016 - 03.2023

Health Information Management Specialist

Lakeview Health - Drug and Alcohol Addiction Treatment
02.2012 - 08.2016

Data Entry Admin Assistant

Gateway Community Services
11.2008 - 02.2012

Middleburg High School -

High School -

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LENA O'BRIEN