Jayel Jacobs III

Lorton, VA *****

ad0hsy@r.postjobfree.com

+1-202-***-****

Energetic, solutions-oriented leader with proven success excelling in dynamic environments requiring exceptional problem-solving expertise

Customer-focused professional with 15+ years of customer service/technical support experience. Consistently recognized for enthusiastically partnering with customers and collaborating with senior technical resources to resolve issues. Adept at directing multiple technical priorities while serving in multiple roles concurrently. Exceptional communicator; able to relate to a variety of comprehension levels.

Authorized to work in the US for any employer

Work Experience

Supply Chain Analyst

SSM Health - Oklahoma City, OK

2022 to Present

• Perform functions of receiving, inventory management and customer service.

• Monitor inventory and orders supplies. Maintain accurate records to determine status of orders.

• Receive all supplies and complete necessary computer or paperwork

• Communicate status of supply orders within and among departments.

• Operate warehouse equipment as needed.

• Performs other duties as assigned.

Call Center Representative

Loudoun Medical Group (Digestive Disease Physicians)-Alexandria,VA. April 2019 to September 2022

Register and create new patient profiles using E-Scheduler/GMed System.

Reviewed and validated participating in-network Insurances.

Scheduled new and existing patient appointments.

Called and confirmed patient scheduled appointments.

Monitored and respond to patient portal request as well as daily task duties sent from doctors. Call Center Analyst

NuAxis Innovations (U.S. Department of Interior) - Reston, VA March 2016 to July 2018

Provide HR and payroll customer support for employees with the U.S. Department of the Interior.

Fulfill request and resolve incidents within the Service Level Agreements daily.

Assist employees with their leave and earning statements, Federal and State Taxes, Health Benefits and Thrift

Savings Plans.

Assist employees with resetting passwords for multiple systems and training environments.

Create and escalate tickets to Tier II Payroll and IT Support. Service Desk Representative

K-Force (Kaiser Permanente) - Reston, VA

November 2015 to March 2016

Handled continuous inbound telephone volume. Identified the purpose of the member's call and processed the call to the appropriate script. Effectively processed calls in a systematic and organized manner following Call Center scripts, policies and procedures. Processed calls accordingly from hearing- impaired members.

Provided facility and provider information and some laboratory results, made and cancelled appointments, transferred members to Advice Nurses, intakes information from members, and composes messages for providers. Updates member demographics. Resolved problems with facility teleservice teams. Received and relayed information regarding appointment cancellations. Recorded instructions from provider in PARRS.

Worked collaboratively with members and staff across all service lines. Functioned as a team member to achieve

Call Center goals. Supported and demonstrated Kaiser Permanente's/Call Centers customer service philosophy and managed calls in a professional manner. Help Desk / Technical Support Specialist

UnitedHealth Group - Oklahoma City, OK

May 2013 to June 2015

Responded to incoming calls; assisted members, pharmacies, and physicians with orders, re-orders, benefit eligibility inquiries and prescription status inquires.

Assisted pharmacies and members on all issues related to processing of pharmacy claims.

Coordinated internal resolution of claims exceptions and other issues.

Assisted with entering new prescriptions in the UnitedHealth Group Database

Educated members on benefits, use of plan, formulary, premiums, and other inquires

Assisted members with setting up website account, password resets and other related site issues. Help Desk / Technical Support Specialist

Apex Systems Inc./Dell/Boeing - Oklahoma City, OK

May 2010 to March 2013

Responded to customer technical problems/issues related to hardware, software and networking via e-mail and phone. Assisted customers by diagnosing problems and providing resolutions for technical and service issues.

Used troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls/contacts.

Worked and resolved trouble tickets created in the Remedy Ticketing System

Researched, troubleshot and resolved issues regarding customer’s cell phone devices and connection cards.

Monitored and tracked issues to ensure an accurate resolution.

Focused and delivered a positive customer experience.

Resolved complex tier II issues forwarded by level one technicians Technical Support Representative

Sprint United Management Company - Oklahoma City, OK September 2009 to February 2010

Provided inbound/outbound telephone support for Sprint Customers regarding to Sprint's products and services.

Researched, troubleshot and resolved issues regarding customer’s cell phone devices and connection cards.

Assisted customers with setting up accounts, billing inquires and disputes, as well as accepting electronic payments

Met and exceeded monthly sales targets

Service Assistant IV, Traffic & Engineering Specialist Arlington County Government - Arlington, VA

July 2001 to May 2009

Provided one-stop call center service for water/sewer billing, residential and refuse/recycling collections

Managed new and terminated water accounts. Processed paper work for revisions to water accounts from field personnel

Researched, analyzed and explained water consumption usage and address questions and complaints regarding utility bills for business and residential accounts

Prepared and tracked service orders including special refuse collections, leaf collections, street sweepings, litter control, high water usage investigations and meter placements

Dispatched & relayed information to the Arlington County Refuse, Recycling and meter readers regarding various accounts

Utilized Cass Works Oracle Base to process traffic related request such as street light outages and traffic sign maintenance.

Education

Business Administration

Langston University - Langston, OK

1993 to 1996

Skills

• Federal Payroll & Personnel Systems FPPS, QuickTime Time & Attendance System, Talent Management System FedTalent Management

• HTE/AS400 Billing System, CassWorks, Permits Plus

• IRIS Mail Service/Billing System, RXHD Pharmacy Software, GMED EHR, Pulse EHR

• Microsoft Windows 10

• Windows 8

• Windows 7

• Windows XP

• Microsoft Office 2016 Word

• Excel

• Access

• PowerPoint

• Outlook

• DC Adobe Acrobat

• Dame Ware

• Bomgar

• BMC Remedy Ticketing System 5.0

• PDM 2.17

• IRM 1.43

• YRM 1.1

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