Customer Service Data Entry

(***) ***-****Columbia, MD. *******@*****.***

CHRONIC DISEASE MANAGEMENT AND DIABETES PREVENTION LIFE STYLE COACH OUTREACH SPECIALIST

Experienced lifestyle coach with a strong passion for empowering individuals to achieve optimal health and wellbeing. Skilled in actively listening to client concerns, providing personalized coaching, and delivering clear recommendations. Excel in cultivating relationships with new participants and registering them for yearlong classes. Experienced in data entry, program reports, customer service and invoice preparation.

CORE COMPETENCIES

Non-Profit/Corporate Coaching Rapid Relationship Building

Health Promotion Project/Program Management

High Impact Team Collaboration

Transcend Age and Cultural Differences

Software:

Microsoft Office, MS Outlook, Google Meet, Business Zoom, Deltek, Costpoint, Salesforce, e-Clinical, Athena

WORK EXPERIENCE

Sr. Diabetes Prevention Lifestyle Coach/Program Assistant

St. Agnes/Ascension, Baltimore, MD 7/2021 – 3/2024

Provided group and individual coaching services to clients, creating plans to help them achieve their wellness goals.

Planned and coordinated interactive diabetes prevention classes, consistently achieving 87% retention during tenure.

Organized and orchestrated wellness events to educate the community about chronic disease management classes.

Mentored new lifestyle coach performance as Master Trainer Select: received bonus

Collaborated weekly with leadership to determine participant eligibility.

Created multiple marketing scripts for Program Coordinator and Outreach team.

Covid 19 Triage Agent for State of MD 6/2020 – 6/2021

NORC - University of Chicago, Baltimore, MD

Conducted extensive confidential interviews with people who tested positive or had contacts who tested positive with COVID. Remained flexible, always ready to update daily instructions.

Provided compassionate critical coaching calls to persons with COVID diagnosis, providing explicit care directions, listened to their concerns, and gathered information about their contacts.

Exceeded outgoing daily call back requirements; promoted to Elite 12 team to provide additional support for incoming calls.

Constructed a “cheat sheet” that saved training time for new covid tracers.

WORK EXPERIENCE (Continued)

Sales Operations Representative

UnitedHealthcare (UHC), Columbia, MD11/2019 – 6/2020

Represented UHC at Federal Agency events in MD, VA and DC to market the family of health insurance products and enhance retention efforts.

Represented UHC in weekly new hire orientations for federal employees, making certain all health plans and service were clearly understood.

Maximized “Service Days” by providing one-on-one, face-to-face sessions for individuals, quickly resolving claim questions on the spot.

Guided new clients to select coverages; led wellness presentations and provided customized customer care to enhance retention efforts.

Captured weekly statistical data for report generation utilized by UHC and federal agencies to measure understanding and retention.

Presented business opportunities and successful customer care resolutions in weekly strategy meetings with Sales Operation leadership.

Diabetes Prevention Program Lifestyle Coach

Delivered interactive group sessions and individual coaching to challenge and motivate participants, keeping them engaged while making key lifestyle changes. Conducted comprehensive assessments to identify clients’ needs and challenges by utilizing coaching tools, assessments, and retention techniques. Provided ongoing support to clients through regular check ins and adjustments to their plans. Utilized data analysis to track progress and adjust coaching strategies as needed.

Total Health Now, Owings Mills, MD: Contractor with St. Agnes Hospital, promoted to full-time Diabetes Prevention Lifestyle Coach/Program Assistant2018 – 2024

Continuum Wellness, Catonsville, MD2019 – 2020

Vibrant Health and Wellness Foundation, Bowie, MD 2018 – 2020

Collins Wellness Center, District Heights, MD2016 – 2018

EDUCATION

Bachelor of Science, Psychology, Morgan State University, Baltimore, MD

Skilled Facilitator Certification, Johns Hopkins University, Carey Business School, Columbia, MD

Health and Wellness Coaching Certification, Maryland University of Integrative Health, Laurel, MD

Enrolled Harvard University- Health and Wellness: Designing a Sustainable Nutrition Plan

Partial List of Evidence - Based Programs Facilitated

Maryland Living Well, Diabetes Self-Management, Facilitator certificate, 2021

Maryland Living Well, Cancer Thriving and Surviving, Facilitator certificate, 2023

Maryland Living Well, Building Better Caregivers, Facilitator certificate, 2023

Chronic Disease Self- Management Program, Stanford University, Recertification, 2021

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