JESSICA SINGLETON

ad0ird@r.postjobfree.com 256-***-**** Piedmont, AL 36272

Summary

Experienced and innovative marketing manager able to communicate effectively and comfortably with clients. Able to meet tight deadlines and exceed customer expectations on a consistent basis. Successful at working with diverse clients, teams, platforms, and businesses to develop comprehensive approaches to marketing plans, analysis of data, and desired campaign goals. Intelligent and insightful professional with insights into budgets, financial goals, proven innovative ideas to guarantee growth of businesses revenues and sales through many platforms. Optimize the use of open collaboration to meet and exceed goals, all while meeting compliance, company, and customer standards. Skills

Customer Service and client Collaboration skills pertinent to success by advanced listening, strong negotiation skills, marketing techniques, as well as strong consulting and persuasive skills.

Customer demographics management, researching and networking to build client base (using a variety of platforms including Salesforce/Cloud, Pardot, Hootsuite, and Google Analytics to track campaigns and progress)

Creating and maintaining digital and personal systems of marketing such as: social media platforms,

Websites/Mobile Apps, Email, B2B/B2BC marketing, mail, and MyDtxt/Mass Text information platforms

Expert in Microsoft Suite, Google Suite, Adobe Suite, and Canva, Graphic Design software, Salesforce Cloud, (fast learner with any new computer program/software system on PC or Mobile Device)

Excellent client facing/verbal, written and active listening ability.

Market research expertise as well as campaign strategy, trends, analysis, research, and grant writing

Creating unique campaign strategy and detailed planning using creative techniques and analysis, as well as development and implementation of innovative ideas

Outstanding communication, relationship building, collaboration, and influential skill set with a diverse group of customers from across the country.

Proven ability to improve performance, efficiency, and customer engagement and sales.

Create engaging materials and posts for print and social media ads as well as television interviews.

Identify and analyze new opportunities to increase success rates of marketing campaigns and efforts.

Diligent at working to ensure client goals and solution resolutions are resolved as well as any financial or contract obligations (including grant writing, budget adjustments, contract negotiations, act as client liaison with the company, collaborate with all parties to ensure all expectations are exceeded and met

Create and present educational materials and reports to clients as well as performance review presentations to superiors/customer boards/clients.

Versed with GoogleAds, Paid Website Clicks, Hootsuite, and Social Media Analytics as well as use of consumer trend analysis for optimum views of content and

exposure.

Technical Troubleshooting and networking of computer hardware and software with diverse platforms and

systems

Creating, attending, and use of virtual meetings programs

Excellent at multi-tasking, able to prioritize projects easily, and thrive with tight deadlines on projects to deliver desired information timely.

Detail oriented and able to ensure accuracy with projects completed at agreed upon deadlines.

Comfortable working individually or in a team

environment, as well as leading teams and advising on several projects.

Analytical skill set in both quantitative and qualitative data to drive marketing efforts in maximizing their full potential.

Able to educate and manage teams, focus groups, and community/club councils for customer groups to obtain feedback and ensure all efforts are optimized and return the desired results.

Experience

Cigna Insurance Remote

Customer Service Advocate

11/2022 – Present

Expertise in customer service and handling diverse and complicated situations by phone/email/web chat (Supervisor Escalated Calls, complex claims, irate customers, financial issues, compliance, eligibility issues, and education for customers)

Handle all interactions with active listening, open communications, and drive to help people achieve their goals and desired outcomes to situations.

Able to use multiple internal computer systems (software and hardware) to cross reference accurate information and multitask each encounter by documenting each customer experience by providing needed information to the customer as well as all documentation needed to inform other team members of actions taken or assistance needed.

Consistently achieve high scores on all audits from recorded client encounters as well as customer experience surveys from daily interactions by individual clients. Clients rating of satisfaction average is 9 out of 10 and internal audits are 98% average.

Required to multi-task by handling all activity in a fast paced and numbers driven environment where all tasks are measured and monitored with set expectations being met. Maintain expectations all while finding solutions to problems independently as well as helping others with questions from other customer situations.

Provide follow-up services and information in instances that require longer research, requests to other departments to complete/fix issues that have set turnaround times all while keeping customers informed and engaged during the process, this ensures that the customers’ burdens are taken care of by my expertise in the field and handled by strict deadlines.

Required to manage time wisely and efficiently in order to meet company standards and requirements.

Sodexo Remote Sites Jacksonville, AL

Field Marketing Specialist

01/2020 - 06/2021

Maximized sales, created brand recognition, and met overall goals and KPIs for region/all 8 dining locations on campus. Achieved the highest Customer Satisfaction Survey Results the school has received in many years (score went from 92% to 100% in the first year of taking the position). Helped the University to achieve a rank on Niche.com “Top 100” for the first time (Ranked #57 under the “Best Food” category-includes all Universities in the United States). Received recognition on yearly performance review that resulted in a significant performance pay raise for exceeding goals.

Managed all social media platforms and utilized Hootsuite, Google, and Facebook Business Analytics to determine campaign performances and adjusted strategy to meet objectives and planned content releases insuring optimal views for all posts. Results show that from January to February, pages had a 57% growth in “new to page”, followers up 167% and 640% rise in posts engagements.

Interfaced with industry and professional organizations to increase brand awareness and expand networking opportunities with customers in all different departments and students.

Tracked effectiveness of marketing efforts and projects adhering to budget, quality standards and brand standards. All while keeping quality and customer service a top priority.

Built and fostered effective long-range working relationships with other universities, distributors, vendors, and corporate staff members by visiting and training new employees at other University sites with contracts through the company.

Implemented school specific customized field marketing plans and materials (campaigns, signage, events, promotions, flyers, campus maps, orientation materials) specific to each of our several on campus dining locations/brands.

Planned and hosted meetings to inspire, train, educate and build cooperative team spirit among management team as well as student organizations and customer department heads across campus. Including campus, a club that incorporates students/faculty/staff called The Culinary Council.

Collaborated with customers and the client to better the client relationships and generate new revenue opportunities. Including working through the COVID shut down to provide food for students still on campus as well as delivery of meals to students that contracted the virus during the time when school opened, and the sick students had to be quarantined.

Organized development and implementation of diverse marketing campaign collateral including digital video screens/menus, social media post, print materials, training Power Point presentations, and devised contests for students, in the marketing program, to create materials to be used during campaigns.

Responsible for content and editing to company website as well as the company created BITE Mobile Application. Also implemented improvements to drive traffic and revenue using the E-Commerce site and helped to simplify purchases by converting to online purchases instead of all in-person purchases in the past. Also, lead the opening of the Hello Fresh options to website and initiated the option for students to have access to Grub Hub for food delivery.

Produced marketing graphics that were attractive and high-quality using Adobe Creative Suite, Canva, Photoshop and other graphic design programs.

Created and planned budgets for quarterly financial reports and drove sales for meal plans sold, limited time offers, specialty items, and retail inventory. Also responsible for all reports and plans for client and internally (Marketing Plans, Quarterly Surveys, Client Presentations, Student Orientations)

Bradford Health Services Oxford, AL

Community Marketing Representative

05/2017 - 05/2019

Supported businesses and public service facilities (hospitals, doctor’s offices, mental health facility’s, large corporations with employee benefits, law enforcement, military, as well as all court systems within my assigned region) to devise cooperative treatment options for patients. Also, required and/or asked to attend court proceedings regularly, to administer any services, judges or attorney’s may need for their clients and do assessments on-site for potential patients.

Executed updated marketing plans to increase branding exposure, customer traffic, and offered all client’s professional help/services, to help drive patient admissions on a consistent basis. Exceeded 10% growth within one year and was one of two from the southeast region to receive the highest bonus level in the company (with 4 levels of bonus offered, - achieved the top bonus available to all employees)

Strengthened outreach with brand awareness and developed loyal clients, local television station appearances to provide the community with information, presentations/trainings to local healthcare agencies (nurses, doctors, councilors) corporations, and non-profit organizations with professional credit hours provided (Ex: The Lutzy Foundation, The Dannon Project, University Mental Health Summits, Town Hall events for the community, EAP Representatives and Human Resources departments) and customized personal attention to clients to drive interest level.

Generated new business by reaching out to prospective clients and maintaining existing relationships for referrals by B2B marketing, e-mail marketing, texts, telemarketing, television interviews, local print ads, and presenting at trade shows/health fairs in my assigned territory.

Liaised with sales, technical services, and customer relations personnel to drive on-time and under-budget project completions such as expense reports, event costs, and material purchases within budget.

Provided individuals and families with information and resources to connect with available programs to help family members obtain the proper help needed. As well as enrolling families into programs designed for them.

Tracked and reviewed program performance metrics to improve decision- making process and building networks using the Salesforce and Pardot program, as well as train other staff on the use and effectiveness of the software.

Conducted patient interviews, drug tests, and provided recommended treatments for both adults and adolescents as well as providing case management to patients.

Maintained confidential financial and patient information to reduce risk of data breaches and complying with all HIPPA laws and compliance regulations

Regional Dental Center Jacksonville, AL

Certified Dental Assistant and Marketing

Manager

06/2015 - 02/2017

Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.

Created and maintained website materials and used redirect links for use in marketing and email campaigns in order to acquire accurate data to use in future marketing efforts.

Created published materials including print ads, photography, brochures, and written articles for magazines as well as social media.

Organized luncheons, dinners, conferences, trainings, and special events. Such as the Calhoun County Chamber of Commerce monthly event for all business owners.

Coordinated vendors, timelines, and budgets for events.

Sanitized equipment and cleaned treatment rooms also restocked supplies after each patient's treatment to maintain cleanliness and prepare for the next patient as well as keep track of inventory and stock of supplies.

Gathered and reviewed patient records, data, and health history to share with dentists for quick and accurate patient assessments, diagnoses, and treatment. Took patient vital signs and recorded information data into dental records system while observing all confidentiality HIPPA rules to maintain patient privacy. Educated patients about treatments and procedures.

NE AL Law Enforcement Academy

Anniston, AL

Basic Training Administrative Assistant

02/2008 - 06/2015

Organized and maintained filing and document management systems by coordinating, archiving, and purging files. Implemented a new system to convert all microfiche, paper, and records from outdated database into digital files for easier access.

Maintained inventory to prevent shortages as well as responsible for all retail sales and all financial responsibilities with deposits and balances.

Assisted veterans in preparing forms, documents, and applications for benefits and college credits earned.

Documented services and collected required data for evaluations for several police departments during the hiring process of new officers. Which included resume evaluations, background checks, qualifications reviews, and eligibility requirements based on each department.

Planned events and department activities by acquiring venues, developing guest lists, and organizing catering services.

Edited and proofread documents before being published online or sent to print. Also, required to write interoffice and public memos/publications for local news outlets, letters for political and administrative personnel, and legal documents.

Answered student questions during entrance and exit interview processes.

Created and entered data using spreadsheets and data collection platforms daily. (Excel, Word, Access, Power Point, and created platforms)

Prioritized and organized tasks to efficiently accomplish service goals, planned graduations, and ensure that all guest instructors were scheduled and informed of their date and time of service.

Juggled multiple projects and tasks to maintain high quality and timely services to all Alabama training officers and their recruits (as well as chiefs and sheriffs).

Unum Chattanooga, TN

Sales Support/Compliance/Case

Management

01/2002 - 09/2006

Fielded customer queries, providing clear, accurate answers to technical questions and support requests by providing accurate quotes for agents to present to their customers.

Answered high volume of calls in fast-paced environment to offer above- and-beyond support for sales representatives' diverse needs.

De-escalated irate customers with communication skills and sales expertise as well as participating in special projects when company was featured on 60 Minutes and being portrayed to be practicing with illegal activity regarding claims. (Received Award and Recognition for Excellence in handling this situation with national television news)

Maintained positive brand identity, leveraging strategic customer relation initiatives to promote affirmative relationships with clients and partners.

Met performance standards consistently for answer rate, handle time and service quality.

Automated contact management systems to ensure excellent client organization and goal alignment.

Resolved routine and complex issues by performing detailed research.

Closed sales on new policies by presenting insurance options to customers accurately and efficiently.

Tracked industry trends and pursued professional development opportunities to strengthen product and service knowledge.

Analyzed insurance organizational structures, business, and intermediaries; studied basic documents, including common clauses, policies, and insurance contracts.

Engaged customers and provided high level of service by carefully explaining details about documents and guidelines for products.

Adhered to deadlines in optimizing regulatory and operational performance on all cases which included small businesses as well as Fortune 500 companies.

Calculated premiums and established payment methods for large group plans for corporations.

Created individualized proposals for clients to include coverage options, premiums, and enrollment guidelines.

Participated in weekly training sessions to improve product knowledge and enhance company growth.

Conducted fact-finding assessments to create sales presentations for client engagement and retention. Also, coached and advised agents on how to sell the policies to their clients.

Cultivated professional relations to establish long-term profitable partnerships.

Streamlined operational efficiencies by researching problems and delivering speedy issues resolution. Facilitated ongoing case management services to support successful outcomes and meet stabilization goals throughout other company departments partnered with.

Protected patient data in alignment with HIPAA privacy protocols. Enforced regulations by reviewing federal and state laws to confirm compliance.

Education and Training

Jacksonville State University Jacksonville, AL (currently enrolled to complete degrees) Bachelor of Science in Business Management/Minor Biology

The Dean's List

Degree in Business Management with Minor in Biology (in progress)

The National Society of Leadership and Success Member Bethel College Nashville, TN

Bachelor of Science in Business Management (in progress) 09/2006

Bethel College Gamma Beta Phi Member-Honor Society

Dissertation: Converting Paper Files to Electronic Files for the Future Websites, Portfolios, Profiles

https://www.linkedin.com/in/jessica-singleton-189b55a2/ Awards/Accomplishments

THX Customer Service Award (voted by students/faculty/staff of Jacksonville State University) -2021

Customer Service Excellence Award -2019

Calhoun/Cleburne Children’s Center/United Way Organizations -2018

HomeTown Parent Magazine -Created and Published Ads and Articles -2017

Certificate of Appreciation-The Dannon Project -2019

Academic Award-Regional Dental Center -2015

60 Minutes – Excellence Award-2005

Organizations

Joining Community Forces Organization

National Recovery Month Board

County Chamber of Commerce Member (all counties in my assigned territory)

HOPE Series Trainings

Jacksonville State University Student Recovery Community Certifications

Assessing Risk of Patient Violence -2018

Boundaries Safety -2017

Ethics-Clinical Certification -2019

Diversity and Inclusion - 2021

E-Commerce Training - 2019

Crisis Management – 2020

SCORE Customer Service Excellence – 2007

Becoming and Effective Team Member and Leader -2008

SalesForce Cloud and User Training – 2018

Global IT Security – 2020

E-Commerce Basics and Advanced Training – 2021

Client Retention – 2020

Handling Workplace Violence - 2018

OSHA Certification -2015

Heartsaver CPR and AED -10/2022 expire date

Marketing – Highly Efficient -2019

Certified Dental Assistant -2015

Examining Your Core Values and Beliefs -2020

Supporting Diversity Through Your Actions-2020

Using Flexible Communication Styles-2020

Improving Active Listening Skills -2020

Managing During a Crisis -2020

Facilitate and Run Virtual Meetings-2021

Handling Challenging Customers – 2006

Urine Drug Screen Testing Certified – 2018

Trauma Informed Treatment – 2018

Clinical Progress Documentation-Counseling -2018

HIPPA Certified - Current as if 2023

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