Joshua Houston

Number: 615-***-****

Email: ad23y0@r.postjobfree.com

Address: **** ****** **. ***********, ** 37042

Education and Training

University of Phoenix

September 2010

Psychology

Associate of Arts

University of Phoenix

October 2012

Psychology

Bachelor of Science

Skills

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Motivational Interviewing

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Customer friendly

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Training Staff

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Staff motivator

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Advanced interpersonal skills

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Stock maintenance

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Excellent verbal communication

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Line sanitation

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Relationship/team building

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Coordination skills

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Fast learning

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Profit enhancement

● Commitment to quality and service

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Guest relations

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Client satisfaction

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Quality control

●Strong communication skills

●Perform well in high-demand, fast-paced environments

●Staff collaboration

Accomplishments

Customer Focus

●Helped provide great quality on every call & was always acknowledged

●Provided suggestions & resources to help customers reach own accomplishments

●Always customer focused

Regulation Compliance

●Always made sure to comply with HIPPA regulation on every call

●Consistently hit metrics & always complied with stat regulations

●Developed coaches through training & mentoring

●Developed strategies & elements to help present & new coaches with coaching

●Multi-tasked multiple programs while performing at a high level

Customer Service

●Collaborated with [teams, departments, clients] to ensure the delivery of efficient, high-quality service.

●Consistently recognized by management for providing superior customer service.

●Customer Service

●Developed long-term relationships with customers which increased repeat business.

Experience

Comdata/CorPay

Implementations Project Manager II September 2019 - Present

Brentwood, Tennessee

Oversee all aspects of the projects, sets and adheres to deadlines, assigns responsibilities, and monitors and summarizes the status of the project

Responsible for achieving highest possible revenue attainment from each customer

Assesses training needs and conducts training with the client as needed via webinars

Handles small and large sized accounts

Work with sales, account setup specialist, technical support, the customer and other associates for a successful customer implementation

Review contracts, customer profile, business cases, vendor lists and conducts introductory and implementation calls with the client to review and validate the products sold

Collect all necessary data from the client to accurately complete the setup and implementation of the account

Also responsible for reviewing new accounts that are credit approved and validating information before assigning

Follow up with sales and credit departments for any missing pieces of information

Monitors implementation Queue and adheres to standard Implementation SLA’s

Supports and Trains account setup specialists with mentoring and answering questions

After conversion, worked with NVP to help with Implementations and helped with a succession percentage.

Healthtrust

Manager/Staffing Coordinator November 2016 – September 2019

Nashville, Tennessee

Maintained current updates of HCA facilities needs

Anticipated and provided resolution to issues based on the needs and expectations of clients

Served as liaison between staff, vendors, and clients to meet maximum requirements

Established harmonious relationship with clients and subcontractors through cooperative contacts

Maintained database by updating records timely and accurately

Maintained confidentially and appropriate access of all employee information

Assigned tasks, special education, and training designed for professional development

Place healthcare professionals in roles that best fit needs and capabilities

Played a large role in daily sourcing and recruiting of new nurses

Served as trainer and leader for staff and held presentations for staff to understand the functionality of market

Increased the fill rate of market from 42% to 75% in the course of 6 months by increasing inventory to fill needs

Healthways Inc.

Health Coach January 2015-October 2016

Franklin, Tennessee

Performed outbound & inbound calls to members that led to obtaining goals of their well-being.

Motivationally interviewed & educated members on health needs, nutrition, exercise, stress, and well-being.

Worked with the training team to create guides and strategies that helped all colleagues overcome barriers or challenges.

Presented these guides to all of the colleagues & empowered them to explain what challenges they've had and what successes they encountered as well.

Worked on the Quality Committee with the training team & strategized techniques to improve quality and present to the colleagues.

Participated in creating a Journey Map for coaches to help improve the member experience

Created PHI reminders for coaches to help reduce HIPPA violations

Created games for team to help increase engagement between one another

Complex Care Solutions Inc. July 2014 - December 2014

MLTC Outreach Specialist/Confirmer

Nashville, Tennessee

Schedule nurse visits for Managed Long Term Care members

Confirm visits for Managed Long Term Care members

Performed outbound calls to members

Received inbound calls from members

Transfer calls on a multi-line phone.

Work from home/office

Verizon Wireless Incorporated March 2014 – July 2014

Customer Care Specialist/Tier 1 Tech Support

Franklin, Tennessee

Specialized in resolving customer’s issues

Received inbound calls

Transfer calls on a multi-line phone

Performed Tier 1 Tech Support on 3G and 4G devices.

Benefit Communications Incorporated/ Aetna Insurance June 2013 – March 2014

Pre-Sales/Appt. Scheduler/Informant

Nashville, Tennessee

●Specialized in creating appointments.

●Performed outbound calls to inform individuals about important and crucial information.

●Answered calls to gather important information in the pre-sales department.

●Transfer calls on a multi-line phone.

●Help supervisors with answering questions from other employees that need help.

Papa John’s Inc. June 2006 to June 2013

Associate/Delivery

Nashville, Tennessee

●Specialized in delivering, watching store, handling cash and cash register, customer service, and preparing and opening the store every morning to.

●Resolved guest complaints. Consistently received positive feedback from guests on performance reviews.

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