Systems Analyst/ Customer Service Agent
Resume:
REBECCA A. JOHNSON
Jefferson City, MO 65101
adrh2q@r.postjobfree.com
EDUCATION
Helias High School, Jefferson City, MO – Diploma, December 2009
Lincoln University, Jefferson City, MO – BS Degree in Psychology, December 2014
Wilmington University, New Castel, DE- MS Administration of Human Services, August 2020
International Doula Institute- Birth Doula Certification, September 2021
Walden University, Minneapolis, MN- PhD Forensic Psychology, Expected to graduate 2024
WORK EXPERIENCE
DEPARTMENT OF HEALTH AND SENIOR SERVICES
3814 Knipp Drive
Jefferson City, MO 65109
Health Program Representative II Team Lead/Systems Analyst (Medical Marijuana Program) (May 2019 to Present) I assist in the development of our Department by reviewing, interpreting and adjusting our Department’s rules and laws and by creating policies, procedures and trainings for our staff. I review our data and reports to ensure that we are reporting accurate information. I work closely with the developers of the different systems that we use and I conduct all testing of enhancements and troubleshoot any system errors that are experienced either by our staff, our patients or our licensed facilities. I assist my supervisor and our attorneys by reviewing our appeals information. I oversee our process for reviewing background information for our agents that work in our facilities and also reviewing the background information for individuals that apply to own a facility. I complete investigations on facilities, patients or possible illegal sales of marijuana products or anything that is reported to our Department as suspicious activity. I work with law enforcement officers to verify patient information and to clarify any law related questions. I am the contact for our difficult or upset callers or emails. I work with many patients that express that they suffer from mental illnesses and are in need of assistance and I work to understand what is troubling them and how I can assist them. I make well check calls to law enforcement for our patients that indicate wanting to hurt themselves or others. I assist my team with any program related questions, taking transfer calls, answering emails that are out of the ordinary or troubleshooting issues with our systems. I work in our call center and assist anyone that is needing information on the medical marijuana program and process applications for patient and caregivers to receive medical cards.
COURTYARD BY MARRIOTT HOTEL
610 Bolivar Street
Jefferson City, MO 65101
Bistro Service/Bartender (December 2020- April 2021) Responsible for setting up the bar, counting the cash drawer, correctly making drinks and food items to Marriott’s standards, making Starbucks drinks to Starbucks’ standards, setting up and breaking down kitchen, ensuring customers are satisfied with their food and/or beverages, keep staff on task and ensure that all staff are present, having staff clock out if they are not needed to save on labor costs, counting cash drawer and making an accurate deposit at the end of shifts and making sure that all of the alcohol cabinets were locked before leaving.
DEPARTMENT OF HEALTH AND SENIOR SERVICES
920 Wildwood Drive
Jefferson City, MO 65109
Health Program Representative I (Family Care Safety Registry) (November 2017 to May 2019) Responsible for answering calls from caregivers and providers and providing information that is needed, processing registry applications, running and reviewing backgrounds and specifically working with backgrounds that have sex offender information, ensuring that full payment was received for the applications, verifying personal information and reviewing and editing policies and procedures.
DEPARTMENT OF SOCIAL SERVICES
615 Howerton Court
Jefferson City, MO 65109
Child Support Specialist (October 2016 to November 2017) Responsible for processing and applying tax and lottery funds to child support cases, reviewing cases to ensure the public assistance doesn’t go over the allowed limits, work with field offices to ensure arrearages and money that can be applied to cases are applied correctly, review cases to see if they are eligible to be purged, refund funds that cannot be put toward cases, review credit reports to make sure the client information is accurate, and review checks to see if they have been cashed and either stop or delete checks that were issued incorrectly.
PREFERRED FAMILY HEALTH CARE
210 Hoover
Jefferson City, MO 65109
Behavioral Health Technician (March 2016 to July 2016) Responsible for documenting all client activity such as counseling sessions, education sessions, doctor appointments and absentees. Giving medications at the appropriate time and documenting all medications given. Counting medications at the beginning and end of shifts. Preparing and conducting group education sessions, conducting drug tests, enforcing all policies and procedures and providing corrective action when necessary. Entering client data into the computer system and completing an end of shift report. Knowing the client’s reason for being in the facility and notifying the proper authorities such as law enforcement if a client voluntarily left the facility. Occasionally managing the front desk and conducting clerical duties as needed.
PERKIN’S FAMILY RESTAURANT
1722 Jefferson Street
Jefferson City, MO 65109
Waitress (January 2008 to November 2018) Responsible for providing great customer service and representing the establishment in a positive manner by greeting and seating customers, correctly taking food and drink orders, preparing plates for delivery to customers and ensuring orders are correct, processing payments, taking phone orders, pre-bussing tables, cleaning and setting up tables, and doing required side work and shift cleaning.
Shift Leading (January 2008 to November 2018) Responsible for ensuring guests are taken care of and reconciling cash registers. Responsible for making sure staff member are doing their best to make sure their guests are happy, doing other work that they are assigned to do and handling customer complaints. Responsible for opening and closing the restaurant and ensuring everything is ready for the day. Also responsible for covering other positions/shifts for co-workers that do not show up, such as cooking and baking.
RIA’S RESTAURANT
3550 W Edgewood Drive
Jefferson City, MO 65109
Waitress (April 2010 to May 2012) Responsible for providing great customer service and representing the establishment in a positive manner by greeting and seating customers, correctly taking food and drink orders, preparing plates for delivery to customers and ensuring orders are correct, processing payments, taking phone orders, pre-bussing tables, cleaning and setting up tables, and doing required side work and shift cleaning.
OUTSIDE ACTIVITIES
Cross Country Team – 2006, 2007, 2009 Qualified for State Championship in 2007 and 2009
Choir – 2006, 2007, 2008, 2009
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